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CAPS Policy – Grievances No.: CAPS/00-17 Effective Date: 10/01/2016 Revised: 10/01/2019 Revision Effective: 10/01/2019
CAPS Policy Manual
Page 102 of 109 LEGAL AUTHORITY: Federal Register: 45 Code of Federal Regulation (CFR) 98 and 99.
Cross Reference/See Also: CAPS Policy – Administrative Hearings (CAPS/00-18)
Note: Definitions of words or phrases in bold are located in Definitions and Acronyms. Only the first occurrence of the defined words or phrases are bolded.
17 GRIEVANCES
Purpose A grievance is any complaint regarding program services, policies, or procedures offered through the Childcare and Parent Services (CAPS) program excluding those subject to an administrative hearing. Grievances are handled at the State Office level and reviewed by impartial members of CAPS leadership.
Scope This policy applies to all employees of the Department of Early Care and Learning (DECAL), all parties responsible for the administration of the CAPS program, parents, and child care providers who receive subsidies administered by DECAL on behalf of parents.
Policy Content and Guidelines 17.3.1 Child care providers, informal providers and parents have the right to file a grievance, which is different from the guarantee to an administrative hearing (refer to CAPS/00-18 Administrative Hearings Policy).
17.3.2 Grievances should include the following specific information: • Contact information • Provider name (if applicable) • Circumstances involved in the grievance • Other individuals with information concerning the grievance
17.3.3 Grievances should be forwarded via one of the following options: Email CAPS.adverseactions@decal.ga.gov Phone 1-833-4GACAPS (1-833-442-2277) Mail GA Department of Early Care and Learning CAPS – Adverse Actions and Claims Unit 2 Martin L. King Jr. Drive SE Suite 754, East Tower Atlanta, GA 30334 Fax 1-888-838-0051
17.3.4 Upon receipt of the grievance, DECAL staff will review and make contact as necessary with applicable parties within five business days to reach a resolution as quickly as possible.
POLICY REVISION HISTORY Date Description of Change 10/01/2019 Updated contact information.