Complaint Policies
Child Care Connections Complaint Policy
Complaints regarding Child Care Connections services are referred to the Executive Director. If the individual is unsatisfied the individual is referred to the Board President of Child Care Connections. Any community member can lodge a complaint against Child Care Connections through our membership with the Better Business Bureau.
All clients who receive child care referrals are provided an opportunity to give feedback on the referral process by completing the follow-up card sent with each referral.
Any complaint on an employee is referred to the Executive Director. The Director contacts the individual and provides an opportunity for discussion. The Director then discusses the situation with the employee. The employee and the Director determine next steps and procedures for resolution. The Director will follow-up with the concerned individual to discuss situation.
If a complaint is made against the Director, the individual is referred to the Board President who then follows the same procedure.
Concerning Services from the Resource & Referral
CHILD CARE CONNECTIONS, INC (CCC) is dedicated to building a quality child care supply in our community by supporting those who provide care in out of home settings. CCC provides referrals. We do not license, investigate, endorse, or recommend child care providers. For the health, safety and well being of children, CCC accepts complaints concerning child care and maintains an effective system for documenting and responding to complaints about child care providers. The staff members at Child Care Connections are mandatory reporters and follow mandatory reporting guidelines. This information will not be shared unless required by law to report.
PROCEDURES
When complaints regarding a child care provider are received CCC will do one or more of the following:
Document pertinent information. CCC does not act as a mediator nor is it a regulatory agency but does track complaints when received.
Advise the caller to make a first-hand complaint to the appropriate person or agency and supply contact information if necessary.
Notify the appropriate agency by sending a copy of the complaint and pertinent information. The agencies may include:
Department of Human Services (DHS) Division of Child Care for violations of rules and regulations
Department of Human Services (DHS) Child Welfare and or law enforcement for suspected child abuse or neglect
CIRCUMSTANCES FOR SUSPENSION OF REFERRALS:
The following are circumstances that may result in immediate suspension of referrals:
Reports of conditions which jeopardize children’s safety.
Noncompliance with CCC guidelines.
Complaints from more than one person regarding similar conditions.
The following will result in immediate suspension of referrals:
License suspended, denied, or revoked by DCC.
Information from an agency that an investigation of suspected child abuse, neglect or other illegal action is taking place.
SUSPENSION OF REFERRALS
If referrals to a provider are suspended:
The provider will be notified within 10 working days except when such notification would interfere with an investigation by regulatory agency or law enforcement.
If anyone inquires about a suspended provider, they will be told only that the provider is not receiving referrals from CCC.
Suspension will remain in effect until CCC is satisfied that the conditions have been corrected, eliminated or the provider is no longer enrolled with the Child Care Connections, Inc
REMOVAL FROM CCC DATABASE
Causes for permanent removal from CCC enrollment may include but are not limited to:
Confirmation of complaints justifying temporary suspension of referrals or continued failure to correct conditions underlying complaints.
Failure to respond to CCC inquiries concerning complaints.
Serious injury to children due to conditions in the provider’s control.
A history of complaints, from more than one source, concerning the children’s health, safety or well-being.
Division of Child Care revocation/denial.
Department of Human Service (DHS) denial.
REMOVAL PROCEDURES
When the decision is made to remove a provider from CCC enrollment:
CCC will notify the provider of permanent removal by certified mail within 10 working days.
Responses to inquiries made regarding the provider will be limited to the information that the provider is no longer enrolled with CCC.
PROVIDER REMOVAL APPEAL PROCEDURES
Notice of intent to appeal must be made in writing, by the provider, within 10 working days of receiving the certified letter. Appeal should be addressed to: CHILD CARE CONNECTIONS, INC. The Board of Director's will appoint a committee for the appeal. It will consist of at least one CCC staff member and two CCC Board members.
The committee will meet with the provider appealing permanent removal within 30 days of notice of appeal.
The decision of this committee shall be communicated in writing to the provider within 10 working days after the hearing and shall be final.
