Complaint Review: Shared Horizons - Washington District of Columbia

In the last report, we pretty much over-extended ourselves. Yes, the organization mission is good, but that does not necessarily imply that the staff practice scrupulousness and promptness in answering customer requests. Again, I am having difficulties understanding why they do things the way they do. They used to keep a sign-out binder to record checks mailed out or picked up in person. When the Administrative Assistant (AA) created a conflagration with me several months ago, she refused to allow me to sign out in this binder. Her attitude was dictatorial, as if I was a nursing home resident. "Because of your attitude, there's no need for you to sign anything!" she declared. 

This woman (whom I am convinced is somewhat a recovered addict of some kind based upon her aggressiveness and impulsiveness) has really been working the whole office over, so that now the Director, who used to be quite the authority and keep everything under her nose, has basically handed many of the small book keeping responsibilities to this Assistant. I am not sure if they are purposely trying to create confusions but they just act as if they are above accountability. 

For instance, because the AA has worked to office over to her will, they no longer keep a sign-out binder at the front desk. "It's not necessary," the Director told me today. I had to basically barge into her office to talk with her as the AA told me "she only takes appointments Tuesdays and Thursdays, and we cannot print out a quick report (balance sheet) for you unless you submit a request, but the accountant is out of the office until Tuesday." 

That was precisely why I insisted upon talking with the Director. I had requested a change about two months ago to withhold issuing a check for personal cash, but it had not been processed yet, and the pretext was that "it would be processed next month." Meanwhile, without any evidence, such as signing out from a book or a quick report, I had no proof they had not again tried to embezzle money from my account in the form of "checks processed" without my receipt of them! 

Even when I made it to the Director's doorway, the AA seemed to try to out-speak or out-explain me in order to make it seem as if I was the recalcitrant nursing home resident. I told the Director that I had no faith that the AA would relay any request for a Quick report, as in the past, she did not relay my messages and they had ignored my emails. All of them. Including the accountant. 

This is why this organization must be monitored closely. Now I am in reasonably good health and not old or decrepit, but I really am concerned how they can take advantage of other people. The Director has so writ over her responsibilities, that the AA appears to be always busy, always putting up a show, and yet very nasty when she wants to be. It reminds me of Flem Snopes in The Hamlet by William Faulkner. For instance, because the AA is responsible for all mailings, I no longer receive any notices of fundraisers or socials whatsoever. Nor any newsletter. All they feel they owe me is a semi-annual statement, if that.  Today the Director sniffed, "I thought we discussed this. We are not a bank!" Well, actually, they should be more than a bank! They are a TRUST, with people's LIFE SAVINGS in their hands! But the pretext is that it is a long complicated business to even prepare a Quick Report because of all the double booking or what they call "re-balancing." Again, the Director used to be able to print out Quick Reports on her own, but the AA (Snopes II) assured me today, "She can't do that anymore."  And the Director also assured me that she could no longer print out a Quick Report on the same day the beneficiary requests such without the accountant in the office. 

My general impression is that having hired a Snopes like character in the office, they have all become very guarded and trying to keep the goods to themselves by very shifty book-keeping. They could be expanding, but it seems instead, they are trying to bury what they have in fox holes. This AA is also very tall, about 6 feet and very athletic looking too. Moves quickly. So no wonder she has the Director intimidated. This AA would be a very tough type to get into a fight with, so no wonder the office is just cowering. And of course, they have this family atmosphere going because they are all sort of distant relatives--they would really be up in arms if I stated why. Well, let's just say, where blood ties goes, skin color may be a lot deeper than water.   Like I said, it's tough to try to manage an account where they don't want to be up front or respond very quickly and are also defensive and willing to be difficult. It's not like a bank! Yes, sirree! It's ONLY a trust! 

Okay, before I wrap this up, whatever the accusations, they should do the following:
1) Have sign-out binder in place REGARDLESS of who what when why how the check is delivered. Whoever or whenever a check goes out, it should and must be logged in! 

2) The trust contract that I signed included QUARTERLY statements. The Director has stated that this is "no longer the case" and that they were "undergoing a Board decision" to review this. 

3) The AA needs to be kept under close wraps. I don't say this out of spite, but because she seems to be very aggressive and domineering. Regardless of her insecurities, she needs customer service training. Frankly, she is not the kind of person I would have hired because she is so aggressive and even conniving, as opposed to charming and compassionate like the previous AA. Like I said, I suspect the AA is not mailing me any mailers such as notices, news, or anything she feels I don't "deserve" which is unprofessional and unprincipled. 

4) The Director needs to take a more hands-on approach like she used to. Last month when the AA and accountant were out (on holiday I think), she was absolutely lost when it came to how to issue the check (my request had still not been processed or it was---cripes I am not sure--that's why the statements and the binder are so important). 

5) They need to put the beneficiary first. They are supposed to be BETTER than a BANK. If I want a statement of accounts, there should be no hemming and hawing, no sighing or sniggering, nothing except a willingness to do so, and not treating it as if it were a "special exceptional request." By golly, I don't know how they really manage the book-keeping for paraplegics, and I would be afraid to know!

They should also know that like it or not, they are seen by others as representatives of not just the organization but perhaps ideas and parties and such. I guess that may be beyond their imagination. Unfortunately, it's not beyond mine. That's part of the whole point.

   What occurred also coincided with the stress during graduation time, so I may have been hyperfocusing. For a small outfit, they have been a great boon to the community especially for disabled persons. Working with a myriad of disabled persons can be rather complicated, and they generally are rather patient, and so we should try to be patient with them when they make mistakes or there is some miscommunication. The staff are all really rather dedicated, although I still think the clerk is in training. But really, we would all be in a bad way if it wasn't for this team, and they do try to do their best, and I have mostly been very happy with them.

We are in the process of ameliorating the differences. First, I apologized for any perceived rudeness. Even if they don't, it helps establish some common ground. Second, the quality of life plan doesn't include having to disclose details unrelated to my disability, such as where one is looking for work. You know, everyone seems to want to know this so they can share it with all their friends who are also looking for work. I really have to hold the line when these sorts of people start on their obsessive interrogations, because it's not really their business. Third, the balance seems to include a bit of floating market value, which means the balance includes stock deductions or additions, although why they don't actually show the details in separate columns is rather confusing. There is a bit of complexity with regard to what kinds and what sorts of details are shown the beneficiary, but basically, I am interested in book value and that the balance truly reflects the deductions or additions which I personally make. They are trying to improve on that. Fourth, with regard to frequency of statements, they don't seem to be able to want to provide more than semi-annual reports, which is inconvenient. Fifth, I asserted that the clerk should not attempt to explain financial reports to the customer when the policy is under review, and the accounting is so complex. Her terminology and explanations are inadequate, or misleading, or over-simplified. I'm still a little mad about no one returning my calls or emails, and worried about what if I ever move, what would happen to this account. But anyway, I really appreciate being able to have worked this out, and I am sure that writing out some of the frustrations here helped. I mean, I have nothing against the nonprofit organization--and the people have been decent enough pretty much.