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Home My WebLink AboutPolicies - New Hope DV/SAGRANT COUNTY COMMISSIONERS AGENDA MEETING REQUEST FORM (Must be submitted to the Clerk of the Board by 12:00pm on Thursday) REQUESTING DEPARTMENT: New Hope REQUEST SUBMITTED BY: Suzi Fode CONTACT PERSON ATTENDING ROUNDTABLE. n/a CONFIDENTIAL INFORMATION: ❑YES ONO DATE:4.28.2026 PHONE: 509.764.8402 s% ❑Agreement / Contract ❑AP Vouchers ❑Appointment / Reappointment ❑ARPA Related ❑ Bids / RFPs / Quotes Award ❑ Bid Opening Scheduled ❑ Boards / Committees ❑ Budget ❑Computer Related ❑County Code ❑Emergency Purchase ❑Employee Rel. ❑ Facilities Related ❑ Financial ❑ Funds ❑ Hearing ❑ Invoices / Purchase Orders ❑ Grants — Fed/State/County ❑ Leases ❑ MOA / MOU ❑Minutes ❑Ordinances ❑Out of State Travel El Petty Cash ® Policies ❑ Proclamations ❑ Request for Purchase ❑ Resolution El Recommendation ❑Professional Serv/Consultant ❑Support Letter ❑Surplus Req. ❑Tax Levies ❑Thank You's ❑Tax Title Property ❑WSLCB ' '" z 11-0 s l4 z ._. Policy updates to reflect current compliance standards (#C6-Individual Grievances Policy and #FIVIO Gift Card Policy). Four (4) new policies for New Hope's CHG program on housing (#Hl-Emergency Housing Services and Eligibility Determination Policy, #H2-Rent Limit Detemination, #H3-CHG Exit and Denial of Services, #H4 Landlord Verification Policy) If necessary, was this document reviewed by accounting? ❑ YES ❑ NO 0 N/A If necessary, was this document reviewed by legal? ❑ YES ❑ NO X N/A DATE OF ACTION: `` `®�%. DEFERRED OR CONTINUED TO: APPROVE: DENIED ABSTAIN D2: D3: WITHDRAWN: 4/23/24 �i now beginnings. better tomorrows. Policy and Procedure Approval Letter Aprill 28, 2026 To: New Hope & Kids Hope Employees, Interns and Volunteers Re: Policies and Procedures The following Policies and Procedures for New Hope and Kids Hope have been updated or added to the Policy and Procedure Manual: #C6-Individual Grievance Policy #FM5-Gift Card Policy #H 1-Emergency Housing Services Policy #H2-Rent Limit Determination Policy #H3-CHG Exit and Denial of Services Policy #H4-Landlord Verification Policy They have been reviewed and approved, as signified by signatures below. R n` t [/ ry III iG t Kevin Burgess, Chair Rob one , Vice Chair Cindy Carter, Member Date POLICIES AND PROCEDURES Title: Individual Grievances Policy Revision Date: 3/2008, 6/2012, 10/2018) 5/2021, Paw kwyiranivi. fwfar 10 aws. 10/2024, 11 /2025 POLICY #C6 Polio°. It is the policy of New Hope to support open communication and encourage the use of various problem -solving methods. Clients can report concerns or problems without fear of retaliation or fear of services being denied or reduced because of bringing forward their concern. This policy also allows for complaints from employees or volunteers and the public upon request. Procedures: We do not discriminate based on race, ethnicity, national origin, religion, age, disability, sex, gender identity, sexual orientation, or familial status for any programs. If a client feels they have been discriminated against or mistreated while receiving services or feels they are not receiving the services they are eligible for or wants to appeal decisions -they may do so. Hearing your grievances helps us address problems as they arise and ensure we provide the level of services needed concerning all. All clients will be informed about the grievance process during their intake. They should have an opportunity to ask questions or share concerns about this process. At intake, they will be asked to sign an acknowledgment form that states the Grievance Policy was reviewed with them. 1. We encourage the client to attempt to resolve concerns with the staff person, volunteer or the Director directly and promptly. 2. If the client does not feel safe addressing the conflict with the person directly, they have the option of communicating with the Director. 3. If the client is not satisfied with the outcome of that discussion or if attempts to address concerns are not resolved to their satisfaction, they have the option of filing a formal grievance using the Grievance Procedure * form. This grievance form will go to the Director. Note: if the grievance is about the Director, it should be mailed to the Board of Directors at the following address: Board of Grant County Commissioners, P4 Box 37, Ephrata, WA 98823 4. Upon receipt of the grievance, the complainant can expect a response within 10 working days. *See appendix- Grievance Procedure form Policy #C6-Individual Grievances Policy new beginnings. Leiter tomorrows. Grievance Procedure Form We care about your experience at New Hope and want to hear from you if you have a grievance or concern. We support open communication and encourage using various problem -solving methods. You can report concerns or problems without fear of services being denied or reduced because of your concerns and without fear of mistreatment. If you come into conflict with a staff person or volunteer, or you feel that you have not been treated fairly as a participant of our program, or if you have a particular concern regarding services: • We encourage you to attempt to resolve concerns with the staff person, volunteer, or the director of the program directly and promptly. • If you do not feel safe addressing the conflict with that person directly, you have the option of communicating with that person's supervisor. • If you are not satisfied with the outcome of that discussion or if attempts to address your concerns are not resolved to your satisfaction, you have the option of filing a formal grievance using the form below. This grievance form will go to the Director of New Hope. Note: if your grievance is about the Director, it should be mailed to the Board of County Commissioners at the following address: P.O. Box 37, Ephrata, WA 98823. • Upon receipt of the grievance, the complainant can expect a response within 10 working days. If you have any questions about this procedure or need assistance with this form, please speak to any staff person. Your name: Date: Your grievance: (optional) (Feel free to use more than the space provided) Please give this to a staff person or mail this form to our Director.* *If your grievance is with the Director, it will go to the Board of County Commissioners. Due to confidentiality rights of staff and personnel, we may not be able to tell you the outcome of this grievance. GRIEVANCE PROCEDURE 'I Revised JL11V 220 18 +� s new beginnings. better tomorrows. Procedimiento de Quejas Nos preocupamos sobre su experiencia con Nueva Esperanza y deseamos saber si usted tiene una queja o preocupacion. Apoyamos la comunicacion abierta y fomentamos el use de varios metodos de resolucion de problemas. Usted puede informar preocupaciones o problemas sin temor a que los servicios sean negados o reducidos como resultado de sus preocupaciones y sin temor al maltrato. Si usted tiene un conflicto con una persona del personal o voluntario, o usted siente que usted no ha sido tratado justamente como participante de nuestro programa, o si tiene una preocupacion particular con respecto a los servicios: • Lo animamos a intentar resolver las preocupaciones con la persona del personal, el voluntario, o el director del programs directamente y to antes posible. • Si usted no se siente seguro hablando acerca del conflicto con esa persona directamente, usted tiene la opcion de comunicarse con el supervisor de esa persona • Si no esta satisfecho con el resultado de esa discusion o si los intentos de resolver sus inquietudes no estan resueltos a su satisfaccion, usted tiene la opcion de presentar una queja formal usando la siguiente forma. Esta forma de quejas ire al Director de Nueva Esperanza. Nota: Si su queja es acerca del director, debe enviarla por correo al Comite de Comisionados del Condado a la siguiente direccion: P.O. Box 37, Ephrata, WA 98823. • Al recibir la queja, el demandante puede esperar una respuesta en un plazo de 10 dias habiles. Si usted tiene alguna pregunta acerca de este procedimiento, o necesita ayuda con este formulario, por favor hable con cualquier persona del personal. Su nombre: Fecha: Su queja: (opcional) (Sie'ntase libre de utilizer ma's espacio que el proporcionado) Por favor, dele esto a una persona del personal o envie este formulario a nuestro director. * Si su queja es con el director, ire a al Comite de Comisionados del Condado. Debido a los derechos de confidencialidad de las personas y del personal, es posible que no podamos decirle el resultado de esta queja. GRIEVANCE PROCEDURE I IZ v iced. JL11 V 01 POLICIES AND PROCEDURES Title: Gift Card Policy Revision Date: 11/2017, 5/2021, .' 10/2024, 11/2025) n�+v bey,rni ga Late bmuvrowt. 4/2026 POLICY #FM5 Polic : It is the policy of New Hope to prudently manage public resources, yet have available gift cards for appropriate emergency circumstances. Strong internal controls must be in place. Procedures: 1) Gift cards may be given to clients who have a critical and urgent need for gas, food, essential clothing items and personal items such as diapers or medication, or other vital needs that can be met through purchases at a store or restaurant. 2) The cards will be kept secured and locked location. The gift card inventory will be tracked by designated staff (Financial Operations, Administrative Specialist, Managers or Director). Gift cards distributed will have data entered on tracking sheet adhered to manila envelope containing the gift cards to designate distribution. 3) Tracking sheets will identify where gift cards are to be redeemed, date given, advocate assisting, additional staff witness, amount of gift card given, the card number, recipient's initials and any given notes. 4) Staff wishing to secure gift cards for their clients must complete the "gift card receipt"* and have their client sign it. This receipt will be returned to the manila envelope after obtaining the client's signature indicating they've received the gift card. This also serves as a receipt for accounting purposes. When appropriate client signatures will be redacted to protect confidentiality. 5) Staff wishing to distribute more than $101 in gift cards to their clients must receive prior approval from a supervisor, Director or designee. *See appendix -Gift Card Receipt Policy #FM5-Gift Card Policy Date HMIS # ,GIFT CARD RECEIPT Amount Description J Received by Staff I Signature 2jft cariciwill be used for pul intend 2Lfor CHG: Housinia Stability Plan) WM MM WIM IMM MV, " 1-"W MM MM MW VMOW �'� MM OW-"�Mlo MM AUM WM4 Date HMIS # GIFT CARD RECEIPT Amount WOMMOMi Description Received by Staff I Signature gift card will be used for purposes intee-nded (For CHG: Housing S + ability Plan) &M "'M MMIM MW '"I" 5P11-1W MWIM yMm IM" 1�1--'--O ArOMM 5MM MAM MM MM MY" IM" IMM EemIIMM OWN 19MM MM MM MW_ MM =M MM '� IIrf MW WIMA V-W-1 M" Imm IMM WM�MOW_ MM �mm 4,"m � m-4 ww- A Date HMIS # GIFT CARD RECEIPT Amount Description Received by Staff I Signature *gift card will be used for purposes intended (For CHG: Housing Slability Plain) POLICIES AND PROCEDURES Title: Emergency Housing Services Policy Date: 11/2025 4��r ,_ and Eli ig bility Determination Policy V view bn-ell;*. htAfer Y0m r.rowm. POLICY #H1 Polic : It is the policy of New Hope to provide housing services and assistance to clients who are experiencing homelessness or who are at imminent risk of homelessness. Clients must meet eligibility criteria for services. Prioritization will be provided for those who are Being violence. Procedures: 1. Staff will assess for program eligibility. During this process the client will be assisted by an advocate who will explain consent forms, policies and rights, and assist the client in other necessary paperwork. This assessment may include accessing Grant County's Coordinated Entry process. 2. Following the assessment of needs of the client, an advocate may feel that more information is needed to effectively assist with services and/or resources. 3. Eligibility will be determined through a review of the household meeting one of the definitions of homelessness or at risk of homelessness by the CHG standards. a. Emergency Shelter b. Rapid Re -Housing c. Homelessness Prevention Targeted eligibility screening: Eligibility will be determined by the threshold score on the form. 4. Services will be discussed, and the advocate will provide on -going support for housing stability, safety and anticipated success. These services include assistance with forms and notification of client rights. 5. Services and/or financial assistance may be offered through any of New Hope's programs, including the DSHS Domestic Violence Shelter Program or Consolidated Homeless Grant Program among others. 6. New Hope is an agency providing services for victims of crime, domestic violence and sexual assault. Any HMIS consent forms required are marked "consent refused" and no personal identifying information is ever entered into the HMIS database. Policy #H1-Emergency Housing Services and Eligibility Determination Policy POLICIES AND PROCEDURES Title: Rent Limit Determinations Policy Date: 11/2025 tob9lop Pow nee ixyruz:�gs. L�t� saraarr�ers. POLICY #H2 Polic : It is the policy of New Hope to follow CHG guidelines in determining a payment standard for a client's rent when funded with CHG funds. FMR for rents to be paid with CHG funds follow the FMR standard determined by the US Department of Housing and Urban Development (HUD) and takes into consideration county population, economic resources and median income to determine what FMR for the county should be given a rental unit size of family inhabiting it. No rent shall exceed 150% of the FMR standard. Procedures: 1. Staff will follow the most current Fair Market Rent (FMR) published for the client's county. 2. The rent limit cap for the household is not to exceed 150% of FMR. 3. Staff will document the rent limit determination for the client. 4. If a unit does not meet the FMR or rent limit cap, the household may still be eligible through a Rent Reasonableness study which could compare the unit to three separate properties of like size, amenities and location. If the unit is overpriced in comparison to like properties, then they would not qualify. If the unit is at a similar price or under, then they would qualify. A rent reasonableness form is available from HUD. *See appendix- New Hope FMR Determination form *See appendix- Rent Reasonableness Checklist and Certification form Policy #H2-Rent Limit Determination Policy POLICIES AND PROCEDURES Title: Consolidated Homeless Grant Policy Date: 11/2025 i«��$�r (CHG) Household Exit and Denial of • Service Policy nrm begivrings. h�itci wmaar�.vs. POLICY #H3 PoPo®c, It is the policy of New Hope to notify clients of the Household Exit and Denial of Service Policy at intake. New Hope does not discriminate based on race, ethnicity, national origin, religion, age, sex, gender, sexual orientation, or familial status for any of its housing programs. Causes for program exit: • The household no longer meets program eligibility requirements. • The household violates any individual hotel/motel policies. • The household does not respond for the 90 day re -certification. • A household member exhibits threatening or abusive behavior towards agency staff. Procedures: Program Exit Procedures 1. 30 day written notice to the household containing a clear statement of the reason for program exit. 2. Household is given an opportunity to submit a grievance; the grievance procedure is provided to the client at program intake and in the termination notice. 3. Household may be considered for re -enrollment without going back through coordinated entry if they re-engage in services within 30 days of program exit or in cases of exit due to safety concerns, can demonstrate unsafe behavior is unlikely to re -occur (i.e., behavior agreement between client and staff, engaged in treatment plan, mental health services, medical care, etc.) 4. Households can reapply for services after being exited. Denial of Service Procedures 1. Households will be denied services if they do not meet housing status and/or income eligibility. 2. Households may be denied services if they were previously exited due to threatening or abusive behavior toward staff and haven't taken steps to demonstrate that the behavior is unlikely to reoccur. 3. Households that are denied service are given an opportunity to submit an appeal via the grievance procedure. The grievance procedure is provided to the client when informed of the denial of service and at the client's request. 4. Households can reapply for services if circumstances change. Policy #H3- Household Exit and Denial of Service Policy POLICIES AND PROCEDURES Title: Landlord Verification Policy I Policy Date: 11/2025 f % a � �• w rt� t�m� kxyiFmi:7;�5. kcttet snrrc:ay+�a. POLICY #H4 Policy: It is the policy of New Hope to verify that any new or previously unknown landlord or property management company is legitimately associated with the rental property before issuing a rent payment. This requirement does not apply when households are living with friends or family or in a hotel/motel unit. Procedures: To help prevent fraud, acceptable methods of verification may include, but are not limited to: 1. Reviewing property ownership records through the county assessor's office. 2. Confirming that the signed lease/rental agreement includes the landlord or property management company's name and contact information, along with the rental property address. 3. If a property management company is involved, requesting documentation (such as a management agreement) showing the company is authorized to manage the property. 4. Verifying the property management company is registered to do business in the state and is associated with the property. 5. When other verification methods are not available, obtaining a signed attestation from the landlord or property manager affirming they are legally authorized to rent the property and receive payments. Documentation must be retained in the client file. *See appendix- Landlord Verification form Policy #H4- Landlord Verification Policy