R512-75-2. Procedures for Filing an Initial Informal Non-adjudicative Complaint With Child and Family Services  


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  • (1) An aggrieved person shall first make a reasonable attempt to resolve a complaint with a caseworker and the caseworker's supervisor. If resolution is not reached, a complaint may be filed with the regional office.

    (2) If there is a filing of an initial complaint with a regional office:

    (a) The complainant or aggrieved person shall make a complaint within six months from the date of the alleged circumstances giving rise to the complaint. A complaint may be made in any form.

    (b) Each complaint shall:

    (i) include the aggrieved person's name, address, and phone number;

    (ii) describe Child and Family Services' alleged act or omission in sufficient detail to inform Child and Family Services of the nature and date of the alleged event.

    (iii) describe the action desired; and

    (c) The complaint shall be provided to the Child and Family Services regional designee. The region shall have ten working days from the date of the filing of the complaint to submit a response to the complaint.

    (3) Investigation of the Complaint by the Regional Office.

    (a) Complaints received by Child and Family Services' Constituent Services Office will be forwarded to the regional office or appropriate Child and Family Services staff to address the complaint. The regional office or state specialist will contact the complainant and address the complaint. The Child and Family Services regional office or Child and Family Services staff may hold meetings of the concerned parties. The review shall be conducted to the extent necessary to assure that all relevant facts are reviewed. If the complaint is resolved no further action is necessary.

    (b) Within 20 calendar days of receiving the complaint, the regional office or Child and Family Services staff shall issue a written decision to the Child and Family Services Constituent Services Office, setting forth its action plan to address the complaint.

    (c) If a complaint filed with a regional office is not adequately addressed, the complaint shall be forwarded to the Child and Family Services Constituent Services Office.

    (d) A complaint filed with the Child and Family Services Constituent Services Office that is not resolved to the satisfaction of the complainant shall be forwarded to the Office of the Child Protection Ombudsman. Child and Family Services shall immediately notify the aggrieved person in writing that the complaint is being forwarded to the Office of Child Protection Ombudsman. Child and Family Services will forward copies of all correspondence regarding the steps taken by Child and Family Services to address the complaint to the Office of Child Protection Ombudsman.