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: Complaints may be made online at https://oklahoma.gov/okdhs/services/cc/complaintfaq.html. Upon completion of the form, it is automatically sent to Child Care Licensing. Child Care provider complaints may be made to the Lead Agency whenever there is an allegation of non-compliance with a licensing standard, violation against the Licensing Act, or abuse or neglect of a child in care. All complaints may be submitted anonymously, and complainants are not required to identify their relationship to the program. Complaints may be made to the lead agency in any format including in person, email, phone, fax and online. When a complaint is made online, the individual is directed to information for contacting the Lead agency or the licensing supervisor or licensing staff identified by each county within the state. Complaints are investigated with a determination of substantiated or unsubstantiated. b. Describe how the parental complaint process ensures broad access to services for families that speak languages other than English: The Lead Agency website has the option to translate the website information into 132 languages. Licensing staff have access to a language line if a complainant requires a translator. c. Describe how the parental complaint process ensures broad access to services for persons with disabilities: The Lead Agency website is 508 compliant. Language interpreter services are available. 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: The Child Care Facilities Licensing Act mandates the Oklahoma Department of Human Services conduct a full investigation of a complaint alleging a violation against the Act or any licensing requirement. Complaints may be made to Licensing in writing, in person, by phone, or electronically. Licensing staff obtain as much relevant information as possible from the complainant. Complaints are investigated when they allege: (1) non-compliance with licensing requirements; (2) Violation of the Act; (3) operation of an unlicensed facility; or (4) abuse or neglect of a child in care. Risk levels are determined to ensure a timely investigation. Risk level I complaints indicate a child is in imminent risk of serious physical harm. Investigations are initiated immediately or not later than 24 hours after receipt by Licensing unless awaiting a Child Welfare Services or local law enforcement investigation. Risk level II complaints do not indicate there is imminent risk of harm, but without intervention, a child may not be safe. Investigations are initiated within 10 calendar days of receipt by Licensing. Risk level III complaints do not indicate imminent risk of harm and there are not injuries alleged. Serious non-compliances are not considered risk level III complaints. Investigations are initiated within 15 calendar days of receipt by Licensing. Licensing staff conduct a full investigation, including monitoring the program to obtain sufficient information to make a finding. When a complaint alleging operation of an unlicensed facility is received, staff conduct a full monitoring visit no later than three facility business days to assess the necessity of a license. After the investigation is completed, the licensing staff, in consultation with the licensing supervisor as appropriate, makes a finding as to whether the complaint is substantiated or unsubstantiated. All complaint investigations are to be completed within 45 calendar days. [ ] No. e. For substantiated parental complaints, who maintains the record for CCDF and non-CCDF providers? The records for all complaints are maintained on the Lead Agency Child Care Services licensing database. Child Care Monitoring, Administration and Safety System. There is no differentiation in policy and process when investigating allegations against CCDF and non-CCDF providers as well as licensed and licensed exempted programs. 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: Upon completion of the complaint investigation, licensing staff; document the findings, provide notification of complaint allegation findings to the provider by providing a letter/notification, Licensing Complaint Report Summary, and when applicable, Child Welfare Investigation Summary Notification to Child Care Licensing Services complaint findings. The Licensing specialist enter the complaint information on the licensing database system (CCMASS) as well as in the database file cabinet. The database system in an internet-based system holding all of the program’s monitoring and complaint information. Information from CCMASS is available to parents and the public through the Oklahoma Child Care Locator https://childcarefind.okdhs.org/ .