Aging Services Division 

 

Community Codes of Conduct and General Facility Rules 

 

The City of Berkeley’s Aging Services Division is dedicated to promoting a dignified, healthy quality of life for older adults by advocating for vital services, providing opportunities to develop meaningful fellowship, offering lifelong learning activities, recognizing the continued and varied accomplishments of older adults, and being an accessible and trusted community resource.  As a participant in the Senior Center programs, you can help the Senior Center provide a warm, welcoming and safe environment by treating others with respect, and following the Codes of Conduct and General Facility Rules listed below.   


Senior Center Community Codes of Conduct   

  

General Facility Rules 

Violation of the Senior Center Community Codes of Conduct or General Facility Rules may result in disciplinary action, including suspension from some or all Senior Center activities.  For violation Community Codes of Conduct that protect the safety of participants and staff, immediate suspension from the program may result.  Repeated violations of other rules may also result in a suspension.   

City of Berkeley Appeals for Denial of Service  

The City of Berkeley Senior Centers provide older adults with a variety of services.  Participation in Centers includes following Center Community Code of Conduct and General Facility Rules.  Failure to follow these rules may result in suspension from participation in Senior Center activities.  Participants have the right to appeal any suspension of service.
 

Right to Appeal Suspensions  

First Appeal:

Participants who are suspended from the Senior Center will be provided a notice in writing of their suspension and informed of their right to appeal, and an appeal form.  Participants must provide a written request to appeal the suspension within seven (7) days of the suspension notice.  The participant can use the appeal form provided with the suspension notice. The appeal should be addressed to the Manager of Aging Services, who will review the appeal and provide a written notice to the participant of the result of the appeal within seven (7) days.
 

Second Appeal:  

If the suspended participant is not satisfied with the result of the appeal with the Manager of Aging Services, he/she may appeal that decision to the Director of the Health, Housing & Community Services Department (HHCS) within seven (7) days of the receipt of the results of the initial appeal.  An appeal form will be provided.  The Director of the Health, Housing & Community Services Department, or his or her designee, will provide a written response to the participant with the result of the appeal within seven (7) days.  The suspension or expulsion will be maintained during the appeal period.

For participants suspended from Senior Center activities, Congregate Meal or Caregiver services only: 

Third Appeal: 

If a participant is not satisfied with the HHCS Department Director’s decision, he/she may appeal that decision to the Director of the Alameda County Area Agency on Aging (AAA).  The HHCS Department Director will provide a form to facilitate communication with AAA.                                                                              

 

City of Berkeley Grievance Policy and Procedures  

Suggestions, Complaints or Grievances  

The Aging Services Division strives to provide a high quality of programs and services.   Participant feedback is welcome and helps us improve.   

Participants who have a suggestion, complaint or grievance about the Senior Center’s activities, facility or other program elements, may communicate those concerns by: 

  1. Use the anonymous Suggestion Box located at the front desk of each senior center. 
  2. Speak with the Center Director about concerns.
     

If the participant feels his/her grievance have not been heard, or are unresolved, he/she may contact the Manager of Aging Services.  The Manager of Aging Services will review the suggestion, complaint or grievance, and will provide a written response within 30 days. 

If the participant is not satisfied with the Manager of Aging Service’s review of the grievance, a form will be provided so that he/she may have his/her grievance reviewed by the Director of Health, Housing & Community Services. The HHCS Director will review the grievance and provide a written response to the participant within 30 days. 

If the grievance is related to Senior Center activities or Congregate Meal or Caregiver Services and the participant is not satisfied with the HHCS Director’s review of the grievance, the participant may submit an appeal to the Director of the Alameda County Area Agency on Aging.  A form will be provided to the participant with the HHCS Director’s written response.

Privacy  

Participant privacy is important.  As part of the review process, only information relevant to the appeal may be released without the participant’s consent.