Continuing Education Grievance Policy

Purpose

Motivo Learning is committed to providing high-quality continuing education for social workers, counselors, marriage and family therapists, and addiction counselors. This policy describes how participants may raise concerns about our continuing education program, how those concerns are reviewed and resolved, and how what we learn from them is used to improve future courses. We encourage open communication and aim to resolve issues promptly, fairly, and without any disadvantage to the person raising them.

Scope: what may be grieved

Any participant in a Motivo Learning course or live continuing education event may submit a grievance regarding:

• Course content, including accuracy, currency, and relevance to practice
• Instructors, panelists, and other course presenters
• Course delivery, including the on-demand platform and live webinar access
• The level of presentation, including whether the stated content level matched the course as delivered
• Non-receipt of a certificate of credit, or an error on a certificate
• Technical access, since Motivo Learning is delivered entirely at a distance and has no physical facilities
• Requests for a refund
• Commercial bias, discrimination, or any concern about the fairness or accessibility of a course
• Any other concern relating to Motivo Learning’s continuing education program

Who reviews a grievance

Grievances are reviewed by the following individuals, who are identified here so that participants know in advance who will consider their concern:

• Continuing Education Director: Carla Smith, PhD, LCSW, LMFT, Chief Clinical Officer. Receives all grievances, coordinates the review, and issues the written decision.
• Social Work Consultant: Emily Raiff, LICSW (MA #120177). Participates in the resolution of every grievance submitted by or concerning a social work participant, and in all grievances relating to course content, instructors, and course delivery.

The Social Work Consultant’s involvement is required in all grievance resolutions for social workers. This removes any perception of bias, adds an independent clinical perspective, and maximizes objectivity, particularly where one person holds more than one role in the CE program.

If a grievance concerns the Continuing Education Director personally, the Social Work Consultant leads the review and the decision is issued jointly with a member of Motivo’s executive team who is not involved in the matter.

How to submit a grievance

1. Submit in writing by email to learn@motivohealth.com, or by mail to Motivo Learning, P.O. Box 5881, Clark, NJ 07066.
2. Include the course title, the date you took or attended the course, a description of the concern, and the outcome you are seeking. Contact information for submitting a grievance appears on Motivo Learning promotional materials and at learn.motivohealth.com.
3. Grievances concerning an instructor or panelist may be submitted anonymously. Anonymous grievances are reviewed on the same terms, though we cannot send a written decision where no contact information is provided.

Timeline

• Acknowledgment: within five business days of receipt, in writing.
• Review: conducted by the individuals named above, who may contact the participant, the instructor, or Motivo staff for further information.
• Written decision: within 30 calendar days of receipt. If more time is needed, the participant is told in writing before day 30, with the reason and an expected date.

Remedies

Depending on the nature of the grievance, remedies may include:

• Correction or reissue of a certificate of credit
• Correction of course materials, or removal of a course pending revision
• Enrollment in an alternative course at no cost
• Credit toward a future course or live event
• A partial or full refund of any fee paid
• Changes to instructor selection, course design, or delivery going forward

Where a participant paid no fee, because the course was provided at no cost through a Motivo supervision relationship, an employer agreement, or a free community event, the remaining remedies apply.

Refunds

Refund requests are handled under this policy and are directed to the same address. A participant who is dissatisfied with a course for which a fee was paid may request a full refund. Where a course has already been completed and a certificate of credit issued, Motivo may issue a refund while the earned credit stands.

Appeals

A participant who is not satisfied with the decision may appeal in writing within 10 business days of receiving it, to the same email or mailing address, marked for the attention of Motivo’s Chief Clinical Officer. An appeal is reviewed by a member of Motivo’s executive team who was not involved in the original decision, together with the Social Work Consultant. A written decision on appeal is issued within 30 calendar days.

Participants may also raise concerns directly with ASWB at ace@aswb.org, with NBCC, or with their own regulatory board, at any point and regardless of whether they have used this process.

Records

Motivo Learning documents every grievance received, whether it comes to us directly, through ASWB, through another accrediting body, or through a regulatory board. Records include the date received, the nature of the grievance, everyone involved in the review, the resolution, and any change made to the CE program as a result. These records are retained for at least seven years and are provided to the ASWB ACE program on request.

Using grievances to improve the program

Grievances and their resolutions are reviewed alongside participant evaluation data as part of Motivo Learning’s quarterly program review. Findings are shared with the Continuing Education Director, the Social Work Consultant, and the Motivo clinical team, and are used to improve course content, instructor selection, and delivery.

Availability

This policy is available at learn.motivohealth.com, is provided to the ASWB ACE program with every application and renewal, and is furnished to any participant on request.

Questions about this policy: learn@motivohealth.com