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_____________________________________________________________________________ DIVISION OF WELFARE AND SUPPORTIVE SERVICES Child Care Policy Manual issues must not delay the child care transfer. However, the parent/guardian should be encouraged to sign a Repayment Agreement. If the provider refuses to cooperate with providing written verification of the co-payment balance, the case manager must not penalize the family. The transfer must be allowed, and the case manager must contact the provider directly to obtain the verification. A new Certificate must be printed for the new provider for Certificate cases and a Notice of Termination must be given to the previous provider. The case manager must follow the procedures outlined in manual section 100 and 500. The case manager must issue the new Certificate for the remainder of the certification period only. The end date must not extend beyond the original end date. 680 COMPLAINTS AGAINST PROVIDERS Customers may file a written complaint against a provider through the Child Care office. These complaints must be forwarded to the appropriate Licensing Bureau for review within 24 hours of receipt. Complaints may be submitted in writing by: Mail: 1470 College Pkwy. Carson City, NV 89706 FAX: (775) 684-0617 Email: ccdp@dwss.nv.gov When Child Care staff have determined that a provider has failed to meet child care licensing requirements, they must complete the CPS & Child Care Licensing Form, send the original copy to the applicable licensing agency within 24 hours and keep a copy of the form in the provider file. 690 PROVIDER NON-COMPLIANCE If Child Care staff determines that a provider has not followed licensing requirements or the provisions of the signed Service Agreement and/or has violated program policy the following actions must be taken: 1. Send the provider a Provider Non-Compliance form explaining the non-compliance issue, the time period allowed to correct the issue, and possible penalty if the issue is not corrected. The time period for correction cannot be less than 10 calendar days or greater than 30 calendar days from the date of the notice. Note: For licensed providers who fail to follow the applicable licensing regulations, the CPS & Child Care Licensing Form must be completed and sent to the applicable licensing agency within 24 hours of discovering the violation. 2. The Child Care staff initiating the Provider Non-Compliance form must follow up with the provider within 30 days of the end of the corrective action period to ensure action has been taken to resolve the non-compliance issue. 3. If the provider fails to correct the issue or fails to maintain compliance with licensing or program requirements after receiving the Provider Non-Compliance form, the following penalties will be applied: 600-Provider Information [23] MTL 01/24 July 1, 2024