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SOESD / School Improvement Services / Child Care Resource Network / Child Care Quality, Health & Safety / CCRN Policy About Provider Complaints

CCRN Policy About Provider Complaints

Complaint Policy Regarding Child Care Provider Enrolled with Child Care Resource Network
 

The Complaint Process:

Southern Oregon Education Service District’s (SOESD) Child Care Resource Network (CCRN) is dedicated to providing support, encouragement, training, consultations and assistance to those providers who enroll with CCRN. We believe that each provider’s primary intent is to provide quality services to every child in his or her care. Occasionally, however, CCRN staff may receive complaints about child care providers who are enrolled on the provider referral service. Complaints are most often received from parents who are dissatisfied or concerned about a provider they have been using for their children’s care. 
 
The Child Care Resource Network’s Director determines the action to be taken in response to specific complaints. Child Care Resource Network is not a regulatory agency. In general, the provider is informed by letter of CCRN’s action. We do not report to the Department of Human Services Child Welfare Program except in suspected cases of child abuse or neglect. As mandatory reporters of child abuse and neglect, any CCRN employee who has reason to suspect any form of child abuse or neglect has a legal responsibility to make a report to DHS or to call the police.
 
Complaint Procedures:

When a complaint is received regarding a provider, the CCRN staff person will:

1. Document pertinent information on complaint form.
2. Advise caller to make a first hand complaint to the appropriate person and/or agency. For example:
  • Personal conflicts:other person involved.
  • Rules and Regulations violations: Office of Child Care (OCC).
  • Suspected child abuse or neglect: Department of Human Services Child Welfare Program or law enforcement personnel. All cases of suspected child abuse or neglect would be handled confidentially and in the most appropriate manner.

3. CCRN is not a mediator for personal conflicts between providers and parents; a record of complaints may be kept in order to identify patterns of dissatisfaction. The following procedure will be used:

  • First complaint: written record made. CCRN may send a warning letter within 10 business days of the complaint to the provider describing the nature of the complaint and technical assistance, mentoring, and training opportunities are always offered. If regulatory in nature, CCRN will call the Office of Child Care to share the complaint information. If child abuse or neglect is suspected, CCRN will make a report to DHS Child Welfare. If the provider in question is an exempt provider, CCRN reserves the right to temporarily remove the provider’s name from the referral service until the provider has taken the steps to become licensed with OCC and is approved by OCC. Once the exempt provider is licensed, CCRN will consider an appeal. See appeal process on next page.
  • Subsequent complaints: written record made.Depending upon the nature of complaint, status of provider, and complaint history of provider, a warning letter, temporary removal letter, or permanent removal letter will be sent to provider within 10 business days of complaint. Technical assistance, mentoring, and training opportunities are always offered.

Suspension:

Conditions that could jeopardize children’s safety in any way may result in immediate temporary suspension.

Causes for immediate temporary suspension may include:

  • Complaint of serious child mistreatment
  • Non-compliance with CCRN guidelines
  • Complaints from more than one parent regarding the same conditions
  • Failure of the provider to respond to inquiries or offers of assistance
  • Office of Child Care Early Learning Division Intent to Deny application for registration
  • Office of Child care suspension or revocation of license
  • Denial of DHS listing
  • Information from an agency that an investigation of suspected child abuse, neglect or other illegal action is taking place
  • Complaint about an exempt provider

The provider will be notified of any suspension of referrals within 10 days except when such notification would interfere with an investigation by a regulatory agency.

Responses to inquiries made concerning a suspended provider may be limited to information that states the provider is not on CCRN’s current referral database.

Temporary suspension will remain in effect until CCRN is satisfied that the conditions have been corrected or eliminated or the provider is permanently removed from the referral list.

Permanent Removal:

Causes for permanent removal from CCRN’s referral list may include but are not limited to: 

  • Confirmation of complaints justifying temporary suspension or continuing failures to correct underlying complaints.
  • Persistent failure to respond to CCRN’s inquiries concerning complaints.
  • Serious injury to children caused by conditions within the control of providers.
  • A history of complaints concerning children’s safety, health and well-being.

CCRN will notify provider of permanent removal within 10 working days of determination. The notice shall include a brief statement of reasons for the actions, the effective date of the action and a description of the process for appeal of the decision.

Responses to inquiries made concerning the provider may be limited to information that states the provider is not included on the current CCRN referral database.
 

Permanent Removal Appeal Procedures:

  1. Regulated Providers:  notice of intent to appeal must be made in writing within 10 days of receipt of certified letter.  Providers may appeal following Southern Oregon ESD’s formal complaint procedure.  The complaint procedure includes an opportunity for informal resolution, followed by a hearing and a recommendation to the Superintendent, who makes the final decision.

  2. Exempt Providers:  In order to utilize the appeal process, exempt providers must show that they are willing to go through the process to become licensed with OCC and are actively taking the steps to do so.  If OCC determines that the provider is approved to become licensed, CCRN will consider an appeal, dependent upon the severity and chronicity of the concern(s).




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