Chapter 7 : Section 17

Complaint Management

Procedures

Complaint Management

Complaints should be resolved among those most familiar with the situation and who have the ability to resolve the complaint. Case-related complaints should be first addressed with the DCS Specialist and may be elevated to the DCS Specialist's Supervisor if not satisfactorily resolved. After attempting to resolve the complaint with the DCS Program Supervisor, the complainant may elevate the concern to the Program Manager. After attempting to resolve the complaint with the Program Manager, the complainant may elevate the concern to the Office of the Ombudsman through the online Ombudsman Complaint Form (www.azdcs.gov), by telephone (602-364-0777 or toll-free at 877-527-0765), or by email Ombudsman@azdcs.gov.

Complaints are received and reviewed by the DCS Office of the Ombudsman to determine the best course of action to be taken to resolve the issue. If the complaint is eligible for action by the DCS Office of the Ombudsman, the sender is notified of the designated course of action.

When the DCS Office of the Ombudsman determines that a grievance is the best course of action, the complainant is provided with an explanation of the grievance process and the Client Grievance - Level 1 form. See DCS 09-01 Office of the Ombudsman.

Complaints Received by the Office of the Ombudsman

For a written or verbal complaint, the DCS Ombudsman, Advocate or designee:

• explores with the person their specific complaint and provides them with any relevant DCS policies and procedures;

• when necessary, requests additional documentation for review to understand the complaint; and

• emails the appropriate DCS Specialist and DCS Program Supervisor requesting either follow-up or resolution of the complaint or concern. If a response is not received within two working days, the concern will be elevated to the Program Manager and/or Program Administrator for response.

Then the DCS Specialist and/or DCS Program Supervisor:

• contacts the person and provides follow-up or determines what actions need to occur to address the complaint in accordance with the best interests of the family being served by DCS; and

• emails a response to the Office of the Ombudsman identifying how the specific complaint has been addressed within two (2) working days.

The DCS Ombudsman, Advocate or designee then determines if the complaint requires additional resolution and follow-up.

Client Grievances

Complaints will be considered for the Client Grievance process upon review by the Office of the Ombudsman and only after less formal conflict resolution processes such as informal discussion involving the DCS Specialist and the DCS Program Supervisor have been attempted.

Upon determination by the DCS Office of the Ombudsman that a complaint requires a formal response, the complaint will be referred to the Client Grievance process. See DCS 09-01 Office of the Ombudsman.

Potential Kinship Care Providers

Complaints by potential kinship care providers are addressed according to the Client Grievance process which is included with the Kinship Placement Notification Letter, CSO-1013A.

Resolution and Follow-up Actions

When a complaint requires additional resolution and follow-up, a corrective action plan for resolution is developed by the Program Administrator, designee or appropriate Central Office Manager and shall be approved by the DCS Ombudsman or designee. The plan includes actions to be completed with due dates for their completion.

Effective Date: February 1, 2021

Revision History: July 02, 2018, March 16, 2020