9.1 Parental Complaint Process

Lead Agencies must maintain a record of substantiated parental complaints against child care providers and make information regarding such complaints available to the public on request. Lead Agencies must also provide a detailed description of the hotline or similar reporting process for parents to submit complaints about child care providers; the process for substantiating complaints; the manner in which the Lead Agency maintains a record of substantiated parental complaints; and ways that the Lead Agency makes information on such parental complaints available to the public on request. Lead Agencies are not required to limit the complaint process to parents. 9.1.1 Parental complaint process a. Describe the Lead Agency’s hotline or similar reporting process through which parents can submit complaints about child care providers, including a link if it is a Web-based process: All complaints are documented in the agency's Child Care Management System (CCMS). This system maintains the nature of the complaint, the results of the investigation, the date the complaint was received, the date the complaint was investigated and completed, as well as any other agency to which that complaint needs to be referred. Parents may contact the lead agency childcare licensing unit by emailing the intake line at childcarelicensingintake@dhr.alabama.gov or calling the intake line to report complaints about childcare providers. All complaints received are sent to the assigned licensing consultant and supervisor. The supervisor completes a risk assessment score for each complaint based on the severity or risk of harm, the scope or how many children could be harmed, how long it will take for harm, and facilities’ current and past level of compliance. The risk score serves as a guide in determining the timeframe in initiating the complaint investigation. Based on the score of each complaint, the investigation could be initiated as soon as upon receipt, but not longer than 16-25 calendar days. The final completion of the complaint components must be completed within 30 days of assignment, unless approval is given by the consultant’s supervisor to exceed this specified timeframe. This process is the same for CCDF and non-CCDF providers and licensed and licensed-exempt providers. b. Describe how the parental complaint process ensures broad access to services for families that speak languages other than English: The website is accessible in multiple languages. All information on the website can be translated into different languages by clicking on the translation option at the bottom of the webpage. Also, there is a translator service available for parents who call in and speak other languages, c. Describe how the parental complaint process ensures broad access to services for persons with disabilities: The website is easily readable, in plain language, and is navigable with a minimum number of clicks. The website meets compliance with the America Disabilities Act (ADA) in ease of access. d. For complaints about providers, including CCDF providers and non-CCDF providers, does the Lead Agency have a process and timeline for screening, substantiating, and responding to complaints, including information about whether the process includes monitoring? [x] Yes. If yes, describe: For all licensed providers and CCDF providers, complaints are received and recorded by licensing childcare consultant. The consultant receiving the complaint forwards the complaint to the appropriate assigned consultant as well as the consultant’s supervisor. The supervisor will complete a risk assessment score for each complaint based on the severity or risk of harm, the scope or how many children could be harmed, how long it will take for harm, and facilities’ current and past level of compliance. The risk score will serve as a guide in determining the timeframe in initiating the complaint investigation. Based on the score of each complaint, the investigation could be initiated as soon as upon receipt, but not longer than 16-25 calendar days. The supervisor will forward the risk assessment score to the appropriate consultant. The final completion of the complaint components must be completed within 30 days of assignment, unless approval is given by the consultant’s supervisor to exceed this specified timeframe. All licensed providers’ complaints are investigated through a monitoring visit for the state’s minimum standards for licensing. Information is gathered to determine the type of violations and determine if it needs to be reported to the County Protective Service Unit for further investigation. Any violations that involve hazardous conditions are to be corrected immediately, when possible. If the provider is unable to correct the hazard, the provider must submit a written plan of action on when and how the hazard will be addressed and corrected. Other non-health and safety violations are discussed with the facilities’ representative, and the completion date will be determined based on the nature of the violation. All corrections are verified for completion by the consultant. This process is the same for all licensed CCDF and licensed non-CCDF providers. For license exempt non-CCDF providers, all of the above complaint procedures are the same for with the following exceptions: license exempt providers are not investigated for minimum standards, but by the requirements of the Child Care Safety Act. All hazards and safety concerns are discussed with the facilities’ representative, and the facilities’ representative is encouraged to correct hazards. A plan of action is not required from these providers, nor is the consultant required to make a follow-up visit. After the investigation, all complaints and findings of the investigation are submitted in writing to the local District Attorney for further investigation. [ ] No. e. For substantiated parental complaints, who maintains the record for CCDF and non-CCDF providers? The Lead Agency- Child Care Services Division-Licensing. All complaints, substantiated or unsubstantiated, regardless of being from parent or other individual, are documented in the Child Care Management System (CCMS). This system maintains the nature of the complaint, the results of the investigation, the date the complaint was received, the date the complaint was investigated and completed, as well as any other agency to which that complaint needs to be referred. This process is the same for CCDF and non-CCDF providers and licensed and licensed-exempt providers. This documentation will occur in the ARISE Management System once it comes online. f. Describe how information about substantiated parental complaints is made available to the public; this information can include the consumer education website discussed in subsection 9.2: All substantiated complaints are posted to the Lead Agency’s website on the child care directory. Substantiated complaints are made publicly available under the provider's profile in the directory. This includes all CCDF providers, all licensed providers, and all license exempt providers. This information may be found at https://apps.dhr.alabama.gov/daycare/daycare_search. Also, parents may get information regarding substantiated complaints by calling the Child Care Services Division’s toll-free intake line at 1-866-528-1694 or emailing Child Care Services intake email at childcarelicensingintake@dhr.alabama.gov.