Homeless Access Transportation (HAT) Program

Homeless Outreach Transportation (HAT) Program

Lack of transportation is a known barrier preventing people from accessing essential services, such as food, shelter and medical. The HAT program at Hospitality House was established out of need in 2018. Funded through private donations, contracts, and grants, ongoing free transportation is offered to elderly, homeless, and low-income residents of Nevada County to improve the quality of life and help people access services needed for sustainability and/or housing.

Calls for service are coordinated on a first-come, first-serve basis. To request transportation support, please call (530) 615-7609 and (530) 615-8411. Outreach support can also be achieved by calling Hospitality House’s Homeless Outreach team at (530) 470-2686. Additional questions? Please call us at (530) 271-7144 or email info@hhshelter.org.

Past and Present Partners of HAT include:

• Agency on Aging Area 4 (AAA4) – extended transportation support to older adults age 60 and up
• FREED for Independent Living
• California Department of Housing Community Development – Emergency Solutions Grant Program
• County Medical Services Program Local Indigent Care Needs
• County of Nevada
• United Way of Nevada County
• Private donors

Client Grievance Policy for Transportation Van Services

Purpose
The purpose of this policy is to establish a procedure for addressing client grievances related to
transportation van services. It aims to ensure that all client concerns and complaints are handled
promptly, professionally, and with the utmost attention to client satisfaction.

Grievance Definition
A client grievance refers to any complaint, concern, or dissatisfaction expressed by a client
regarding the transportation van services provided, including but not limited to issues related to
safety, driver behavior, vehicle conditions, scheduling, customer service, billing, or any other
aspect of the service.

Reporting Grievances
Clients are encouraged to report grievances as soon as possible to allow for a prompt resolution.
Grievances can be reported through the following channels:
a. Phone: Clients can contact our dedicated helpline to report their grievances.
b. Email: Clients can send an email to our designated email address for grievance reporting.
c. In-person: Clients can visit our office and lodge their grievances with our staff.
Grievance Handling Procedure
Upon receiving a client grievance, the following steps will be taken:
a. Acknowledgment: The client’s grievance will be acknowledged promptly, either verbally or in
writing, within a specified timeframe (e.g., 24-48 hours).
b. Investigation: The grievance will be thoroughly investigated by the responsible personnel to
understand the nature and scope of the issue.
c. Resolution: Appropriate action will be taken to address the grievance and resolve the issue to
the client’s satisfaction.
d. Communication: The client will be informed of the resolution or progress of the investigation in
a clear and timely manner.
e. Escalation: If the initial resolution does not satisfy the client, they may request escalation to a
higher authority within the organization, who will review the matter and provide a final
resolution.

Confidentiality and Privacy
All client grievances and related information will be treated with strict confidentiality. Personal
information shared during the grievance process will be handled in accordance with applicable
privacy laws and regulations.
Client grievances will be documented and analyzed to identify patterns, recurring issues, or areas
for improvement. This information will be used to enhance the quality of the transportation van
services and prevent similar grievances in the future.

Compliance
All employees and staff members are expected to comply with this grievance policy and actively
participate in its implementation. Any failure to comply may result in disciplinary action.

Policy Review
This policy will be periodically reviewed and updated as necessary to ensure its effectiveness and
alignment with industry best practices.