Complaint Policy

Family Connections of Lane and Douglas Counties Complaint Policy

Family Connections of Lane and Douglas Counties (FC) believes that the primary answer to providing quality child care for children relates directions to the child care provider who gives that care on a daily basis. We are dedicated to providing support, encouragement, training, consultations, and help in any appropriate way to those providers who enroll with FC. Because you have chosen to become a part of FC, we know that you too, are interested in quality child care. If FC receives non-regulatory complaints on enrolled providers we may send a letter to the provider describing the nature of the complaint and send resources when appropriate. We do no report to the Department of Human Services Child Welfare Program (HS/CWP), except in suspected cases of child abuse or neglect. Any person who has reason to suspect any form of child abuse or neglect, has a legal responsibility to make a report to DHS or local police.

Complaint Procedures:

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

  1. Take Down pertinent information on a complaint form.
  2. Advise caller to make a first hand complaint to the appropriate person and/or agency.

    For Example:

    1. Personal conflicts: other person involved.
    2. Rules and Regulations violations: Child Care Division
    3. 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.

FC will not act as a go-between in 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:

  1. First complaint: Written record made. If the complaint is of a non-regulatory nature FC may send a letter to the provider describing the nature of the complaint and send resources when appropriate.
  2. Second complaint: Written record made. Telephone call and /or second letter to provider to see if assistance may help improve the situation.
  3. Third Complaint: Provider may be temporarily suspended from referral files.

Conditions that could jeopardize children's safety in any way may result in temporary suspension. Other causes for temporary suspension may include:

  1. Complaints from more than one parent concerning the same conditions.
  2. Failure of the provider to responds to injuries or offers of assistance.
  3. Information that an investigation may be conducted by an agency because of suspended child abuse, neglect, or other illegal actions.

Temporary Suspension Procedure:

  1. Except in cases where notification of provider could interfere with investigation by a responsible agency, FC will notify a provider in writing of the suspension within 10 working days from receipt of complaint.
  2. Responses to inquiries made concerning the provider may be limited to information that states that the provider is not included on the current FC referral list.
  3. Providers and FC will work together, if indicated, to correct conditions responsible for suspension. For example providers may be expected to attend training programs before reinstatement on FC's referral database.
  4. Temporary suspension will remain in effect, until the FC is satisfied that the conditions have been corrected or eliminated, or provider is permanently removed from referral list.

Causes for permanent removal may include but are not limited to:

  1. Confirmation of complaints justifying temporary suspension, or continuing failures to correct underlying complaints.
  2. Persistent failure to respond to FC's inquiries concerning complaints.
  3. Serious injury to children caused by conditions in the control of providers.
  4. A continued history of complaints concerning children's safety, health, or well-being.

Permanent removal procedures:

  1. FC shall notify provider of permanent removal by mail 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.
  2. Responses to inquiries made concerning the provide may be limited to information that states that the provider is not included on the current FC referral list.

Permanent removal may be appealed by the provider. The following procedure will be used:

  1. Notice of intent to appeal must be made in writing within 10 days of receipt of certified letter. Appeal should be address to:
    • Director/Family Connections of Lane and Douglas Counties
      Lane Community College
      4000 E 30th Avenue
      Eugene, OR. 97405
  2. The Lane Family Connection Advisory will appoint a Committee for that case. It will consist of at least one provider, one FC staff member, and one FC Advisory Committee member.
  3. This committee will meet with the provider appealing permanent removal within 30 days of notice of appeal.
  4. The decision of this committee shall be communicated in writing to the provider within 10 days after the hearing, and shall be final.