Child Care Provider Complaint Policy

Rationale:

This policy is established in order to develop a clear and equitable process for the following purposes:

• To make responsible use of the information The Child Care Resource Network receives from the community.

   

• To establish fair and impartial standards for removing a child care provider/program from The Child Care Resource Network's referral system

   

• To minimize The Child Care Resource Network's liability to legal action by parents and child care providers/ programs

Types of Complaints

Complaints about child care providers/programs generally fall into two categories: personal and serious.

A personal complaint involves a business related or personal agreement between parents and child care providers/programs.  It does not concern licensing regulations, and may not even be related to the quality of child care at the program in question.  For the purpose of this policy, personal complaints will be categorized as follows:  “goodness of fit” issues, policy disputes, and quality child care issues.

A serious complaint involves a possible licensing violation or suspected child abuse or neglect.  For the purposes of this policy, serious complaints will be categorized as follows: Referral Eligibility Agreement violations, Child Care Licensing violations, and suspected child abuse or neglect.

Complaint Procedure

Intake

Persons wishing to file a complaint against a child care provider/program will be directed to The Child Care Resource Network Program Director.  In the absence of The Child Care Resource Network Program Director, persons wishing to file a complaint will be directed to the Resource and Referral Specialist.  The following information will be gathered:

• The date the complaint was received

   

• The names, addresses and telephone numbers of the complainant, the child care provider/program and any witnesses

   

• A detailed description of the complaint and the date(S) of any specific incidents involved

   

• The staff member taking the complaint

   

• A classification as personal or serious

   

The complainant will be given a copy of this policy and informed that they will be notified regarding The Child Care Resource Network’s planned course of action.  If the complainant is a parent, the The Child Care Resource Network staff member documenting the complaint should direct the parent to the Resource and Referral Specialist for assistance with finding a new child care provider/program.

Response and Follow Up

In each case, the The Child Care Resource Network Program Director will determine the course of action to be taken in response to the complaint.  The Executive Director will receive a copy of each complaint and action to take.

In the case of suspected Child Abuse or Neglect, the complainant will be instructed of his/her obligation to report the suspected abuse/neglect to Child Protective Services and provided with the appropriate contact information.  The Child Care Resource Network Program Director will fax a copy of the complaint to Child Protective Services and provided with appropriate contact information.  The child care provider/program will be notified in writing that they will not be referred until The Child Care Resource Network has received documentation that the complaint has been proven unsubstantiated.

In the case of a Child Care Licensing Violation, the complainant will be encouraged to report the violation to the appropriate licensing consultant and provided with the appropriate contact information.  The Child Care Resource Network Program Director will fax a copy of the complaint to the appropriate licensing consultant.  The child care provider/program will be notified in writing that they will not be referred until The Child Care Resource Network has received documentation that the complaint has been proven to be unsubstantiated or that the violation has been corrected.

In the case of a Referral Eligibility Agreement Violation, The Child Care Resource Network Program Director may conduct a site visit to assess the situation and determine if the complaint is valid.  If the child care provider/program is found to be in violation of the Referral Eligibility Agreement, the provider/program will be notified in writing that they will not be referred until the violation has been corrected.

In the case of personal complaints such as, “Goodness of Fit” Issues, Policy Disputes, or Quality Child Care Issues, The Child Care Resource Network Program Director will urge the complainant to talk to the child care provider/program directly, offer technical assistance (verbal and /or written) to complainant and child care provider/program, or decide to take no action.

If a child care provider/program receives a pattern of serious complaints. These complaints will be presented to Tippecanoe County Child Care Board of Directors for review. The Board of Directors will decide whether the child care provider/program should be removed from The Child Care Resource Network’s referral system.

Appeals and Review

A child care provider/program whose referrals have been suspended or who has been removed from the referral system will have the opportunity to appeal the decision to the Board of Directors.  The child care provider/program will be made aware of the information which led to the decision in order to have a chance to respond.  A request for an Appeal Hearing will be made to the Board of Directors. 

The Child Care Resource Network Program Director can also decide to reinstate a provider after a period of time if the following conditions have been met.

• An investigation has shown that the complaint was unfounded

   

• A site visit has shown that the violation has been corrected

   

• The Child Care Resource Network has not received further complaints about the child care provider/program over a period of one year.  

This policy is effective June 15, 2005.

Confidentiality Policy

Tippecanoe County Child Care, Inc (TCCC) and The Child Care Resource Network believe that all clients (Parents, Providers, and Community Partners) have a right to privacy.

The intention of TCCC and The Child Care Resource Network is that all clients must be able to trust that we will not violate their right to privacy. Due to the nature of our business, we at times come across sensitive information. Because of this, we will always protect our clients’ rights to keep matters confidential. So, the information contained in children’s and family’s files are confidential and shall not be copied, released, or discussed without approval of Program Director or Executive Director.

As per TCCC policy handbook, “Releasing unauthorized confidential information is reason for immediate discharge.”

The Child Care Resource Network wants to help in collecting statistical data in order to improve the Child Care Setting. We must be aware and sensitive to the clients we serve, therefore, if an outside community partner is seeking information for statistical purposes, then forward the request to the Program Director or Executive Director.

This policy is effective June 15, 2005.