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Child Care Subsidy Policy October 1, 2024 104 CHAPTER 10: GENERAL PROVIDER REGULATION INFO FOR CCR&R AGENCIES 10.1. Complaint Response and Procedures. Complaints about a variety of issues and situations may be received on child care providers from parents and the public. The Child Care and Development Block Grant (CCDBG) Act of 2014, section 658E(c)(2)(C) requires that the State respond to all complaints and maintain a record of those complaints. (See: https://www.acf.hhs.gov/sites/default/files/documents/occ/ccdbgact.pdf ) 10.1.1 Who Handles Complaints? 10.1.1.1. Child Care Center Complaints. Regulatory complaints about child care centers shall be referred to the Child Care Center Licensing Director or Licensing Specialist. CCR&R staff member who receive a complaint of standards violations regarding a child care center shall refer the complainant to the appropriate licensing specialist and inform the complainant that they may also enter their complaint at https://DoHS.wv.gov/bfa/ece/Pages/default.aspx The CCR&R staff member shall also request the provider’s name and the complainant’s name and phone number and e-mail the information to the appropriate licensing specialist indicating that this person would like to file a complaint. Child or adult abuse and neglect shall be referred to the Institutional Investigations Unit using the Adult/Child Abuse Hotline at 1- 800-352-6513. The complainant should be encouraged to also contact Protective Services. 10.1.1.2. Complaints on Other Child Care Types. All other complaints are handled by the child care regulatory specialist unless the complaint alleges child abuse or neglect. CCR&R staff members who take a regulatory complaint on types of care other than child care centers shall complete the Information and Referral screens in PATH. The intake shall be assigned to the regional child care supervisor in PATH. Regional Child Protective Service (CPS) workers investigate complaints of child abuse or neglect. 10.1.2. Complaint Intake Process. When a complaint is received, the child care regulatory specialist shall complete the following steps: 10.1.2.1. Obtain information from the complainant, including the complainant’s name, relationship to the provider and contact information. 10.1.2.2. Inform the complainant that, although the Department would attempt to ensure anonymity if the reporter wished to remain anonymous, in a non-abuse or neglect complaint, there is no guarantee that his identity will remain concealed, should there be a resulting administrative or judicial action.