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: Parents or other individuals may submit a complaint regarding rule violations to the Ohio Department of Children and Youth Help Desk by calling 1-877-302-2347,Option 4, or via email at childcarepolicy@childrenandyouth.ohio.gov. The telephone number and email address are included on the website at Child Care in Ohio Resource Guide. Inspection reports made available on the Agency website include static text with instructions on filing a complaint, including the phone number for the help desk. Finally, the license face, required to be posted at the program location, includes similar instructions and the phone number. b. Describe how the parental complaint process ensures broad access to services for families that speak languages other than English: The Department of Children and Youth utilize the Vocalink Global Telephonic Interpreting Service. The service allows for families to contact our Family and Customer Support Center and request an interpreter. The service offers 80 translations. c. Describe how the parental complaint process ensures broad access to services for persons with disabilities: The newly added assistive technology software Browsealoud assists with access for individuals who have difficulty reading online, including persons with mild visual impairments, low literacy, English as a second language or learning disabilities, such as dyslexia. The ReachDeck Toolbar, a tool within Browsealoud, features include Text-to- Speech, Translation, Picture Dictionary, MP3 maker that converts online content into MP3 files for easy listening, Screen Mask with a reading pane that reduces visual stress and improves focus, Text Magnifier, Webpage Simplifier that creates a simplified view of the webpage and removes distracting content. 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: Upon receipt of a complaint allegation for CCDF and non-CCDF providers, the help desk screens the information to determine if the complaint is a rule related allegation. If the complaint is not a rule allegation, the help desk informs the caller that the allegations will not be investigated and, if appropriate, refers the caller to the appropriate agency to investigate the complaint. If the complaint is rule-related, the help desk obtains detailed information from the caller, including, but not limited to, the child care program, details of the alleged violation, and complainant information. A complainant may remain anonymous. Once the information is received, the complaint is forwarded to the appropriate licensing specialist who begins an investigation within seven days of receipt. The licensing specialist conducts an unannounced onsite investigation inspection. During the investigation, the licensing specialist may interview appropriate parties, conduct observations, review records, and collaborate with any other outside agencies who regulate the program. At the conclusion of the investigation, the licensing specialist makes one of three dispositions. The disposition may be unsubstantiated, which indicates there was clear evidence the violation did not occur; substantiated, which indicates there was clear evidence the violation did occur; or unable to determine, which indicates there was no clear evidence to determine the violation did occur or did not occur. The child care program receives a copy of the final inspection report for the investigation. Complaint allegations for programs not regulated by the Ohio Department of Children and Youth are not investigated. [ ] No. e. For substantiated parental complaints, who maintains the record for CCDF and non-CCDF providers? Complaints that include rule violations are maintained for a period of five years from the date of the complaint inspection report in the Ohio Child Licensing and Quality System (OCLQS) for CCDF and non-CCDF providers. Complaint allegations for programs not regulated by the Ohio Department of Children and Youth are not investigated. 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: Any individual may receive a copy of any complaint by following the public records request procedure for the agency. The program inspection reports for any substantiated complaints are posted on the public Search for Early Care and Education website Find Quality Rated Early Care and Education | Ohio Child Care Search immediately upon completion. Families may also opt to receive updates regarding their child program inspection status by subscribing to the Really Simple Syndication (RSS) feed. Notifications would be sent to the families' mobile device or computer when a new inspection is posted to the website.