​Grievance Officer: Alexandra (Lexa) Grobicki, LCMFT  

Social Work Consultant for Grievances: Jessica Fener, LCSW-C  

Email for Grievances: CoLearn@CoTenaciousTherapy.com

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The purpose of this grievance policy is to outline the procedures for addressing and resolving complaints or concerns raised by participants in training courses provided by CoTenacious Therapy LLC. This policy ensures that all grievances are managed fairly, promptly, impartially, and in accordance with ASWB ACE Standard 7.2.

 

CoTenacious Therapy is committed to fostering a supportive, professional, and ethical learning environment. Participants are encouraged to express concerns without fear of retaliation, knowing that every grievance will be taken seriously and handled confidentially.

 

This policy applies to a variety of concerns, including but not limited to: course content or materials, instructor conduct or qualifications, accessibility of the learning environment (physical or virtual), non-receipt of certificates, refund requests, facilities or technology-related issues, and other miscellaneous administrative or learning-related occurrences.

 

Participants may submit a written grievance within 30 days of the incident by email or by mail. The grievance should include the participant’s name and contact information, course name, date, and delivery method, a detailed description of the issue, names of involved parties if applicable, and any supporting documentation. Grievances may also be submitted directly to ASWB or the Maryland State licensing board; however, CoTenacious Therapy encourages direct communication with us first for more efficient resolution. Contact information for submitting grievances is included on all promotional materials and course certificates.

 

Participants are encouraged to attempt informal resolution when appropriate. This may involve direct communication with a course staff member or a facilitated discussion with a neutral third party from the training team. If the concern is unresolved or an informal route is not appropriate, the formal grievance process may be initiated.

 

All grievances will be acknowledged within five business days of receipt. The Grievance Committee, led by the Grievance Officer, will conduct an initial review within ten business days to determine the validity of the grievance and whether additional investigation is needed. If the grievance involves a licensed social worker or presents a potential conflict of interest, the issue will be reviewed by the Social Work Consultant, Jessica Fener, LCSW-C. When appropriate, additional support will be provided by an auxiliary social work consultant, social work planner (if applicable), or the CoTenacious Training Advisory Committee. This multi-person review ensures fairness, reduces bias, incorporates professional standards, and strengthens decisions regarding complaints or disputes.

 

A written resolution will be provided within 30 business days of the initial grievance submission. This response will include a summary of findings and any corrective actions, including refund determinations if applicable. If the participant is dissatisfied with the decision, they may submit a written appeal to the Course Director within 10 business days. The Course Director will review the appeal and issue a final decision within 15 business days.

 

Refunds may be granted when grievances involve technical difficulties preventing participation, non-attendance, unsatisfactory content delivery, or inadequate facilities, as determined by the resolution process. Certificates that were not received due to administrative error will be reissued at no cost. Course materials, instructors, or delivery formats may be adjusted in response to validated feedback.

 

All grievance-related communications and records will be kept confidential to the extent possible. Information will only be shared with individuals involved in resolving the grievance. Participants who raise a grievance in good faith will not be subject to retaliation. Any retaliatory conduct by staff or others will be subject to disciplinary action.

 

All grievance reports and resolution steps will be documented and securely retained for a minimum of seven years. This includes grievances received by CoTenacious Therapy, ASWB, or other regulatory entities. Documentation of each grievance and its resolution will be made available to the ASWB ACE program upon request. Grievance data and resolution trends will be reviewed regularly by staff, consultants, and relevant advisory members to improve future courses and address systemic issues.

 

This grievance policy is included in CoTenacious Therapy’s ASWB ACE provider application, is available upon request to participants, and is shared with training staff to ensure clarity and ethical responses. It is also included in promotional materials and on course completion certificates. The policy is reviewed annually and updated as needed to ensure ongoing compliance and effectiveness.

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Created 8/1/2025