At SARC, we are committed to providing respectful, confidential, and trauma-informed support to every survivor and community member we serve. We know that each person’s experience is unique, and we welcome your feedback. Whether it is a concern, suggestion, or complaint, we can learn and continually strengthen our services. This policy explains your rights and how you can share any concerns about your experience with us.

Your Rights

Every survivor, client, or community member receiving services at SARC has the right to:
• Be treated with dignity, respect, and without discrimination.
• Share feedback or file a complaint or grievance at any time if something feels unsafe, unfair, or not supportive.
• Have concerns taken seriously and reviewed fairly and as privately as possible.
• Be protected from retaliation or negative treatment for raising a concern or filing a grievance.

How to Share a Grievance or File a Complaint

You can share your concern or complaint in whatever way feels safest and easiest for you:

1. Talk to Us Directly

• You can speak with your advocate or any SARC staff member.
• If you do not feel comfortable with that person, you can ask to speak with the Associate Director or Executive Director

2. Submit in Writing

• Use our Client Complaint Form:
  • Paper copies are available at the SARC office.
  • Or use our secure online form.
• You can submit the your complaint:
  • In person at our office
  • By email to sarc@sarcoregon.org
  • By mail to:  Sexual Assault Resource Center, Attn: Executive Director 735 SW 158th Ave., Suite 180 Beaverton, OR 97006

3. Call Us:

• Call our main business office at (503) 626-9100 and ask to speak with the Associate Director or Executive Director.
• You can also call our 24-Hour Support & Resource Line at (503) 640-5311 if you need help connecting to the right staff person.

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What to Include (If You Feel Comfortable)
You can share as much or as little information as you feel safe sharing. It may help to include:

• Your name and contact information (optional, anonymous complaints are accepted but we may not be able to contact you with resolution(s) or for further information)
• What happened or what your concern is about
• The date and location (if known)
• Any ideas you have for how the issue might be resolved

What Happens After You File a Complaint

1. Confirmation: We will confirm receipt of your complaint within three business days.
2. Review: A senior staff member (usually the Associate Director, Executive Director, or a Program Manager) will review the concern, speak with those involved if appropriate, and prioritize your comfort, safety, and privacy at every step.
3. Response: You will receive a written response explaining what we found and what actions we are taking within 10 business days (or we will let you know if more time is needed).
4. Appeal: If you do not feel satisfied with the response, you may ask the Executive Director to review it again. To do this, please make your request within 15 days of receiving the resolution.

Trauma-Informed Approach

We commit to handling all complaints in a way that is respectful and sensitive to your experience:

• You may have a trusted friend, family member, or advocate with you in any meeting about your concern (understanding that this may impact Victim-Advocate Privilege).
• SARC representatives will keep your personally identifying information confidential unless you direct us to release information through a specific written format, or a written release of information (ROI).
• We do not allow retaliation of any kind against anyone who shares a concern or complaint.

How We Inform Clients

• You will receive a copy of this policy during your intake or first appointment.
• You can request a copy of this policy or a complaint form at any time from any staff member.
• This policy is available on our website.
• You can also ask for help filing a complaint by calling our business line (503-626-9100) or our 24-Hour Support & Resource Line (503-640-5311).