Family Information Page

We are here to provide your family with a safe place to stay while you work toward permanent housing.

Admission

Families enter Family Promise through Cuyahoga County Coordinated Intake.

  • Call (216) 674-6700 or 211

  • Staff there will ask you about your needs and help connect you to the right shelter or housing program.

Safety

Your family’s safety is our top priority.

  • Violence, weapons, alcohol, drugs, and unsafe behavior are not allowed.

  • Children must always be supervised by a parent or caregiver.

  • If you feel unsafe at any time, please tell a staff member right away.

  • In an emergency, call 911 first, then notify staff.

Confidentiality

Your privacy matters.

  • We keep your personal information private.

  • We only share your information if the law requires it or if it helps with your care.

  • You can ask staff anytime how your information is being used.

Non-Discrimination

We welcome all families.

  • Family Promise does not turn people away because of race, color, religion, sex, age, gender identity, sexual orientation, disability, family makeup, or income source.

  • Everyone deserves safety and respect.

Self Care Plans

Taking care of yourself helps you handle stress and stay strong for your family.

  • A Self Care Plan is a list of activities that help you feel calm and healthy.

  • Examples include: taking a walk, listening to music, deep breathing, reading, or calling a friend.

  • Staff can help you make your own plan.

  • Keep your plan somewhere you can see it and use it often, not just in stressful times.

Safety Plans

A Safety Plan is a tool you can use when you start to feel upset or overwhelmed.

  • It lists warning signs you might notice in yourself, like clenching fists or raising your voice.

  • It reminds you of safe actions, like taking deep breaths, stepping outside, or talking with someone you trust.

  • It includes safe places you can go and people you can ask for help.

  • Every family member can make their own Safety Plan.

Grievances (Complaints)

If you feel you were treated unfairly or have a concern, you have the right to speak up.

  1. Start by talking with a staff member.

  2. If the problem is not solved, ask to speak with a supervisor.

  3. You can also make a written complaint. Forms are available from staff.

  4. You will get a written response within 5 business days.

  5. If you are not satisfied, you can appeal to the Executive Director or an outside agency.

You will not be punished for making a complaint.

Client Rights Officer:
Michaella DeAlexandro, Director of Programming and Project Management
📞 216-751-3015 | ✉️ mdealexandro@familypromisecle.org
Available Monday – Friday, 8:30am – 4:30pm

Our Promise

At Family Promise, you will always be treated with kindness and dignity. We believe every family deserves a safe place and a hopeful future.