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 Lead Agency’s ￿File a Complaint￿ webpage links parents to both a General Complaint Form to submit online and a File a Child Care Complaint webpage that describes the complaint submission process. Child care provider complaints can be submitted over the telephone, by email, or in writing to the Regional Licensing Office or certification agency that serves the center. b. Describe how the parental complaint process ensures broad access to services for families that speak languages other than English: The Lead Agency strives to provide materials and publications in multiple languages to meet the needs of families that it serves. Most publications are provided in English and Spanish. The DCF website also includes information on how to access translation services and access for disabled persons located here: https://dcf.wisconsin.gov/civilrights/access. c. Describe how the parental complaint process ensures broad access to services for persons with disabilities: The Lead Agency’s website includes information on how to access translation services and accommodations for persons located here: https://dcf.wisconsin.gov/civilrights/access 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 Lead Agency investigates all complaints it receives regarding licensed programs; license-exempt school-based programs; and license-exempt family child care programs in Milwaukee County. Complaints come from parents, other family members, neighbors, child care center staff, social service and law enforcement personnel, other community members, and anonymous sources. The staff person who receives a complaint gathers sufficient information from the complainant to assess how soon the investigation must be initiated. When immediate attention is needed because of potential imminent danger to the health, safety, and welfare of children in care, the regional licensing office must respond no later than the next day after the complaint is received. When the allegation does not pose a risk of imminent danger to children in care, an onsite investigation must begin within ten working days from intake of the complaint. Investigations include a visit to the program to observe conditions and check center records, and interviews with the licensed or license-exempt operator and current or former staff members, if needed. Following completion of the complaint investigation, the licensing specialist determines that the complaint is substantiated or unsubstantiated. Rule violations are issued if appropriate. All investigative findings must be documented and closed out within 20 working days from completion of the investigation. The licensee is notified of the results of the complaint investigation either at the onsite exit interview or by phone. If requested, the results of the complaint may be shared with the complainant. If a complaint is substantiated, a verification visit is conducted to ensure that all violations have been corrected. In license-exempt family child care outside of Milwaukee County, local counties, tribes, or subcontracted agencies investigate complaints they receive regarding license-exempt (certified) child care providers. For complaints against tribal child care providers the applicable tribal agency should be notified as quickly as possible to ensure the involvement of tribal Human Services staff in the investigative process if necessary. The procedures/process is similar to that of licensing. The staff person who receives a complaint gathers sufficient information from the complainant to assess how soon the investigation must be initiated. When immediate attention is needed because of potential imminent danger to the health, safety, and welfare of children in care, the certification agency must respond no later than the next day after the complaint is received. When the allegation does not pose a risk of imminent danger to children in care, an onsite investigation must begin within ten working days from intake of the complaint. Following completion of the complaint investigation, the certification worker determines that the complaint is substantiated or unsubstantiated. Rule violations are issued if appropriate. All investigative findings must be documented in the Lead Agency’s Wisconsin Child Care Regulatory System (WISCCRS). [ ] No. e. For substantiated parental complaints, who maintains the record for CCDF and non-CCDF providers? The Lead Agency and local certification agencies enter complaint intake/allegations, the investigation details, and investigation findings in WISCCRS. The Lead Agency and local certification agencies ensure that violations resulting from a complaint investigation are entered into WISCCRS and that violations are posted on the Child Care Finder public search website allowing parents to consider substantiated complaints when selecting and evaluating child care programs. Additionally, complaint records are available via open records requests to the Lead Agency or local certification agency. 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: Following completion of the complaint investigation, the licensor or certification worker determines that the complaint is substantiated or unsubstantiated. Rule violations are issued if appropriate. All investigative findings must be documented in the Lead Agency’s Wisconsin Child Care Regulatory System (WISCCRS). Violations are posted on the Child Care Finder public search website allowing parents to consider substantiated complaints when selecting and evaluating child care programs. Additionally, complaint records are available via open records requests to the Lead Agency or local certification agency.