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: The public can submit complaints related child care providers through the online web portal here: https://ardhslicensing.my.site.com/elicensing/s/complaint?language=en_US. Additionally, complaints can be made directly through the main phone line, 501-682-8590 b. Describe how the parental complaint process ensures broad access to services for families that speak languages other than English: The agency’s website includes shared services from all divisions within Arkansas Department of Education which includes options for other languages for specific divisions. The agency provides an interpreter call line for interpretations in any language which may be utilized by OEC staff to provide assistance to non-English speaking families. OEC has staff who provide outreach for Spanish speaking families. Liaisons have been developed with community organizations that serve the Hispanic populations to educate members on child care assistance that may be available as funding permits and to ensure that those currently served are communicated with in a culturally competent manner. Forms are available on our website in Spanish as well. c. Describe how the parental complaint process ensures broad access to services for persons with disabilities: The agency’s website includes shared services from all divisions within ADE. All services provided on the Consumer Education website are available to anyone seeking assistance. Information on the website is shared with families, who may need child care assistance and conforms to those who have disabilities. 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: When a report is received alleging abuse or neglect, the reporter is encouraged to call the Arkansas Child Abuse Hotline at 1-800-482- 5964. If the reporter does not wish to make the call, OEC staff will call the Hotline. If the report involves a violation of minimum licensing requirements, licensing staff investigates to determine the validity of the allegations and to make sure corrective action is implemented. Complaints not related to abuse, neglect, exploitation, or minimum licensing requirements are evaluated by Family Support Unit (FSU). The unit will respond to the complaint and work with the provider to address any issues identified. The unit will respond within one (1) business day. The processes are the same for both CCDF and non- CCDF providers. [ ] No. e. For substantiated parental complaints, who maintains the record for CCDF and non-CCDF providers? Records of complaints, inspections, and investigations regarding providers are maintained Enterprise Licensing System (ELS). The ELS system is maintained by the Office of Early Childhood Licensing Unit. 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: This information is available to the public on the OEC website. All substantiated parental complaints for all licensed providers can be found at the link below: https://ardhslicensing.my.site.com/elicensing/s/search-provider/find- providers?language=en_US&tab=CC