Text Box:

Complaint Policy

and Procedure
Back to Index PageText Box: A. Purpose The Northeast Colorado Child Care Resource and Referral program serves as a resource for parents, child care providers, employers, and community members concerning child care issues. The service delivery area is 7 counties in Northeast and Eastern Colorado: Kit Carson, Lincoln, Logan, Phillips, Sedgwick, Washington, and Yuma. The service provides information about providers to parents through a referral database of legally operating providers. This program does not screen, approve, or monitor providers nor does it recommend or endorse any specific providers or facilities. The program reserves the right to remove providers from the referral database when serious questions or complaints arise concerning the quality and safety of the care being provided. Complaints A complaint is any unsolicited contact made by an individual that states that the service provided in a child care setting is in some way unsatisfactory. Complaints are designated as: Personal complaints– those that do not violate licensing regulations but are of concern to the caller; Serious complaints- those complaints that deal with issues that are in violation of licensing regulations; and Complaints of immediate danger -Involves violations of state rules and regulations, may include child abuse or neglect. Procedures Complaints regarding the child care provider will be handled by a CCR&R staff member. The person filing the complaint will be informed by the CCR&R staff member of the nature of the CCR&R services, that is, that the CCR&R makes referrals, not recommendations. The staff member may also make new referrals and review suggestions for parent method of interview and choosing a provider. I. Personal complaints may include but are not limited to, concerns about fees, personality of the provider, foods served, pets, etc. Procedures for personal complaints: The complaint will be documented on the complaint form. II. Serious Complaints are complaints that need to be addressed but do not pose immediate danger to children in care. Serious complaints include but are not limited to, unclean facilities, not having the required health records and emergency information for each child enrolled, inadequate equipment (as specified in regulations), use of substitute caregiver that is unqualified, lack of proper nutrition, etc. Procedures for Serious Complaints: The complaint will be documented on the complaint form. The person complaining is informed of other remedies available to them including calling the local department of social/human services or the Colorado Division of Child Care. The complainant is also encouraged to notify CCR&R of any action taken by them. Depending upon the circumstances of the complaint, CCR&R staff members will, for serious complaints, contact the department of social/human services or the Colorado Division of Child Care directly. The provider name is not pulled from the referral database unless: a. The social/human services or Division of Child Care authority has terminated the license, or b. A three-member committee consisting of the CCR&R director, a CCR&R staff member and one CCR&R advisory committee member determines that the provider name shall be temporarily or permanently removed. The provider name is not removed from the referral base until prior written notice has been given to the provider along with a copy of the grievance procedures. A follow-up phone call will be made to assure that the provider received the information sent. III. Complaints of Immediate Danger are of immediate danger to children involving violations of state rules and regulations. They include, but are not limited to: over-enrollment (especially infants because of emergency situations), physical environment poses an immediate threat to children (unsafe playground equipment, unprotected swimming pool, etc.), child abuse or neglect, inappropriate discipline (denying food, spanking, humiliating, locking in closet, etc.), provider is abusing drugs/alcohol, provider exhibits mental instability, etc. Procedures for Immediate Danger Complaints: The complaint will be documented on the complaint form. The caller is urged to call their local department of social/human services and/or the Colorado Division of Child Care immediately. The CCR&R staff member informs the Director of the complaint. The provider is pulled temporarily from the referral database pending the social/human services and/or the Colorado Division of Child Care investigation. The Director calls the local department of social/human services and/or the Colorado Division of Child Care immediately to report the complaint. The name of the person making complaint to CCR&R is not given unless permission to do so has been obtained, for permission form. The provider is notified in writing that their name has been removed from the referral database pending social/human service and/or Colorado Division of Child Care investigation and determination. Notice to provider must include a copy of grievance procedure. After investigation, the provider name will be re-listed in the referral database unless: a. It is the social/human services or the Colorado Division of Child Care decision to terminate the license of the provider, OR b. The CCR&R Advisory Committee makes the decision that the provider will not be listed. D. Procedure for Keeping Complaints Documentation of complaints will be kept on file as long as the provider has a current license. To ensure confidentiality, complaints will not be disclosed without the prior authorization of a three-member committee consisting of the CCR&R project director, a CCR&R staff member, and one CCR&R advisory committee member. Access to Grievance Procedure Any parent or provider who is dissatisfied with the services or decisions of the Northeast Colorado Child Care Resource and Referral has a right to file a grievance. Grievances will be handled as outlined in the Rural Communities Resource Center Grievance Procedure. Copies of the procedure are available on request at any time during regular office hours. Text Box: For a hard copy of this policy, including all forms, contact Sheila at 970-848-3867 or email the request to sanzlovar@ncccrr.org.