Wild Lifestyle eV has installed a complaint management system and this is supplemented and evaluated by an external complaint management system from our cooperation partner “Starker Anker”. Every person, whether as a person being cared for in our child, youth and family support service or as a participant in our nature experiences or as a contributing supporter of our association, has the right to complain, suggest improvements and/or evaluate us.
complaint process
Every complaint must be recorded in writing and must have a clearly defined
Every complaint submitted will be
automatically sent to internal and external complaint management,
which ensures the neutrality and quality of the handling of each complaint.
Each complaint process is handled within the framework of internal and external quality management
subsequently discussed and evaluated.
Complaints go through the following steps of the complaint management process:
acceptance
Receipt of the complaint and immediate assessment of the risk situation by a pedagogical/therapeutic specialist, if necessary immediate information to the pedagogical team and management, if necessary immediate initiation of necessary protective measures
documentation
Documentation and review of the complaint, if necessary of the risk situation by an educational/therapeutic specialist, documented complaint and further information will be given to the team leader promptly, at the latest within 24 hours, depending on the risk situation
discussion & assessment
Discussion of the complaint and assessment of the risk situation within a team meeting within 1 week at the latest, if necessary with the involvement of the child welfare specialist, the educational management and the external complaint management
introduction of protective measures
· Further exchange with the responsible youth welfare office and the legal guardian,
and the child or young person, insofar as the effective protection of the
child or young person is not questioned
· If necessary, information to the State Youth Welfare Office and the police, depending on the individual situation
· Possibility of contact with the responsible specialist of the youth welfare office or
the child welfare professional for the young person concerned, there is no restrictionO
by telephone at any time and may not be refused to him/her.
young supervised
Young people in care can use various contact points:
1. Exchange in the group round, with the group council and/or
the assessor (representative)
2. Exchange with the educational and therapeutic staff
the facility
3. in writing via a permanently installed “lucky box” in the facility,
anonymously possible
4. in writing & online by complaint email: beschwerde@wild-lifestyle.
de, anonymous possible
5. in writing & online via “digital complaint box” on website,
anonymously possible
6. Exchange with the external complaint management of “Starker
Anker” by phone and email, anonymously possible
7. Exchange with the responsible youth welfare office, state youth welfare office and
other institutional contact points
participants & contributors
Participants and contributors have the following contact points
to communicate their concerns:
1. Exchange with employees of Wild Lifestyle eV
2. Exchange with the instructors of the courses, workshops, camps, etc.
3. in writing and by telephone with the club management
4. in writing & online by complaint email: beschwerde@wild-lifestyle.de,
anonymously possible
5. in writing & online via “digital complaint box” on website,
anonymously possible
6. Exchange with external complaint management
by “Strong Anchor”
by phone and email, anonymously possible
Contact numbers
| Name | Address | Telephone | |
|---|---|---|---|
| Sponsor - Wild Lifestyle eV | Josef-Kaiser-Strasse 8, 49808 Lingen | info@wild-lifestyle.de | |
| Pedagogical & therapeutic overall management David Jakob Luft (educator, trauma therapist) | Josef-Kaiser-Strasse 8, 49808 Lingen | 49 160 93 17 57 49 | david.luft@wild-lifestyle.de |
| Int. Complaints Management - | Josef-Kaiser-Strasse 8, 49808 Lingen | beschwerde@wild-lifestyle.de | |
| Ext. Complaints Management “Strong Anchor” Practice for Therapy and Counseling | Waldstrasse 39, 49808 Lingen, | beschwerde@wild-lifestyle.de |