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Grievance Policy

Continued (Counseling, Psychology, and Social Work) is fully committed to conducting all activities in strict conformance with the standards of the National Board for Certified Counselors (NBCC), the National Association for Alcoholism and Drug Abuse Counselors (NAADAC), the Association of Social Work Boards (ASWB) and the American Psychological Association (APA). Continued (Counseling, Psychology, and Social Work) will comply with all legal and ethical responsibilities and be non-discriminatory in promotional activities, program content, and the treatment of program participants (read full Non-discrimination Policy). The monitoring and assessment of compliance with these activities is the responsibility of the Customer Experience Manager, in consultation with the Senior Managing Editor of Continued (Counseling, Psychology, and Social Work), and the Continued team members who serve as the Advisory Team:

• Tanya Velarde, Customer Experience Manager
• Katie Kirk, PsyD, LAC, Group Managing Editor, Behavioral Health
• Olivia Walliser, Continuing Education Administrator
• Chelsea Richardson, LCSW, LAC, Assistant Director of Continuing Education Administration
• Joanne Slater, AuD, Director of Continuing Education Administration
• Leigha Jansen, EdD, Director of Educational Technology
• Ronaldo Olivas, VP of Operations

Continued (Counseling, Psychology, and Social Work) is committed to the fair treatment of all participants and attempts to anticipate problems. However, there may be occasional issues that arise that require intervention and/or action on the part of our company. This policy serves as a guideline for handling such grievances, including those regarding refund request, course content and presenters, learning environment, technical support, nonreceipt of certificates, and miscellaneous occurrences. 

When a grievance arises pertaining to Continued (Counseling, Psychology, and Social Work), the complainant should contact the Customer Experience Manager by email at grievance@continued.com as soon as possible so that the nature of the concern may be addressed in a timely manner. The Customer Experience Manager will review every grievance with the Continued Managing Editor. If immediate resolution is not possible, the Customer Experience Manager will bring the grievance to the Continued Grievance Advisory Team within ten (10) business days. All possible care will be taken to uphold the confidentiality of the complainant.

The Grievance Advisory Team will formulate a response to the grievance and recommend action if necessary, which will be conveyed directly to the complainant. For example, a grievance concerning a presenter will be conveyed to those planning future educational programs, as well as to the presenter. A grievance concerning the content, learning environment, or costs may be resolved by modifications to future offerings and/or by providing an alternative training opportunity, should that be possible.

Confidential records of all grievances, the process of resolving the grievance, and the outcomes will be saved electronically in a secure file. 

Please contact the Customer Experience Manager to submit a grievance or if you have additional questions: Tanya Velarde, grievance@continued.com.