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Grievance Policy and Procedure
The city of Las Vegas is committed to ensuring that people with disabilities are able to take part in, and benefit from the programs, services and activities offered by the city. Every reasonable effort will be made to address and resolve access requests and grievances.
This Grievance Procedure has been established to meet the requirements of the Americans with Disabilities Act of 1990 ("ADA"). It may be used by anyone who wishes to file a complaint alleging discrimination on the basis of disability in the provision of services, activities, programs or benefits by the city of Las Vegas.
The Access Improvement Request Form should be completed and submitted as soon as possible but no later than 60 calendar days after the alleged violation to:
The complaint may also be submitted in writing and contain information about the alleged discrimination such as name, address, phone number of complainant and location, date and description of the problem. Alternative means of filing complaints, such as personal interviews or a tape recording of the complaint will be made available for persons with disabilities upon request.
Within seven (7) days of receiving the complaint, the ADA/Section 504 coordinator Holly Jensen will acknowledge its receipt and provide a copy of the complaint to the appropriate department. Within 30 calendar days, the department will conduct an investigation and encourage a voluntary resolution which may involve meeting with the complainant or designee and any witnesses to discuss the complaint and possible resolutions. If an informal resolution is not reached with the complainant, the ADA/Section 504 coordinator or designee will respond in writing or in a format accessible to the complainant within 30 days. The response will explain the position of the City and offer options for substantive resolution of the complaint.
If the response by Holly Jensen or designee does not satisfactorily resolve the issue, the complainant or designee may appeal the decision within 15 calendar days after receipt of the response to:
Within 30 calendar days after receipt of the appeal, Christina Rost or designee will meet with the complainant to discuss the complaint and possible resolutions. Within 15 calendar days after the meeting, Christina Rost or designee will respond in writing, and, where appropriate, in a format accessible to the complainant, with a final resolution of the complaint.
All written complaints and appeals received, and related responses will be retained by the city of Las Vegas for three (3) years.
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