Continuing Education Program Grievance Procedure

Resilience Lab Continuing Education Program is fully committed to conducting all activities in strict conformance with the American Psychological Association’s Ethical Principles of Psychologists. Resilience Lab Continuing Education Program will comply with all legal and ethical responsibilities to be non-discriminatory in promotional activities, program content and in the treatment of program participants. The monitoring and assessment of compliance with these standards will be the responsibility of the CE Program Director and Chair, Dr. Anica Camela Mulzac, in
consultation with the members of the continuing education committee.While Resilience Lab Continuing Education Program goes to great lengths to assure fair treatment for all participants and attempts to anticipate problems, there will be
occasional issues which come to the attention of the continuing education committee staff which require intervention and/or action on the part of the committee staff. This procedural description serves as a guideline for handling such grievances:

1. When a participant, either orally or in written format (to
kendolyn.walker@resiliencelab.us), files a grievance and expects action on the complaint, Resilience Lab Continuing Education Program will respond in a reasonable, ethical and timely manner. For all grievances, the CE Program
Administrator, Ms. Kendolyn Walker, * will review the grievance and consult with the continuing education committee, including Program Director and Committee Chair. The following actions will be taken.

2. Grievance about a presenter: If the grievance concerns a speaker, the content presented by the speaker, or the style of presentation, the individual filing the grievance will be asked to put their comments in written format and submit them kendolyn.walker@resiliencelab.us. The CE Program Administrator, after consulting with the CE Program Director and Committee Chair, will then pass on the comments to the speaker, assuring the confidentiality of the grieved individual. In addition, the Program Administrator may take any of the actions described in “Grievances about course content” below.

Grievances about course content: If the grievance concerns a workshop offering, its content, level of presentation, or the facilities in which the workshop was offered, the CE Program Administrator will mediate and will be the final arbitrator. If the participant requests action, the Program Administrator will:

a) Ask the participant to provide additional information on their concern, so that it may be clearly defined; or
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b) Amend course materials; or
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c) Attempt to move the participant to another workshop; or
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d) Provide a credit for another workshop; or
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e) Provide a partial or full refund of the workshop fee.

Actions d and e will require a written note, documenting the grievance, for record keeping purposes. The note need not be signed by the aggrieved individual.

Grievances about facilities (live events): If the grievance concerns the facilities in which a live course was offered, the Program Administrator will mediate and will be the final arbitrator. If the participant requests action, the
Program Administrator may:
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a) attempt to move the participant to another workshop; or
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b) provide a credit for a subsequent workshop or program; or
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c) provide a partial or full refund of the workshop fee.

Actions b and c will require a written note, documenting the grievance, for record keeping purposes. The note need not be signed by the aggrieved individual.

Grievances about the program: If the grievance concerns Resilience Lab Continuing Education program, in a specific regard, the CE Program Administrator, with support of the CE Program Director and Committee Chair,
will attempt to arbitrate.

3. Grievance Contact Information

Contact name: Kendolyn Walker, MA., Resilience Lab Continuing Education Program
Administrator
Email: Kendolyn.Walker@resiliencelab.us
Address: 928 Broadway #500 New York, NY 10010

*For grievances involving the Program Administrator, or for which the Program Administrator is not immediately available to serve as arbitrator, please contact Dr. Anica Camela Mulzac, the Program Director and Committee Chair at
anica.camela.mulzac@resiliencelab.us

4. In no event will Resilience Lab Continuing Education Program’s financial responsibility for resolving a grievance or complaint exceed the purchase price of the course or courses in which the customer was enrolled, and which are directly related to the grievance.

5. All grievances will be retained for a period of no less than seven years in accordance with our record retention policy. Complaints and grievances are reviewed by the full committee on a quarterly basis to identify possible patterns or systemic concerns.

Psychologists: Resilience Lab is approved by the American Psychological Association to sponsor continuing education for psychologists. Resilience Lab maintains responsibility programs and content. Full attendance is required. No partial credit will be offered for partial attendance per APA guidelines. CE varies by program, please see CE details to determine APA availability.