PAO-33: Family and Community Concerns and Complaints Policy
Purpose:
This policy ensures that family and community concerns or complaints are addressed in a prompt, equitable, and respectful manner. The goal is to strengthen the quality of services and responsiveness within DCYF ECEAP programs. Through this process, DCYF ECEAP aims to use feedback for continuous improvement while resolving issues at the contractor level whenever possible.
Policy Guidelines:
- Written Policy and Procedure Requirement:
Contractors must ensure that all B-5 ECEAP providers develop a written policy and procedure for addressing family and community complaints.
- Accessibility of the Policy:
The complaint policy must be readily accessible to families, staff, and volunteers. It must be included in both the program/family handbook and available on the website. The policy must be:
(a) Translated: The policy must be available in the families’ home language, or interpreter services must be provided to ensure meaningful access and culturally responsive practices.
(b) Clear and Easy-to-Understand: The policy should be presented in simplified language and may include illustrations, diagrams, or images to aid understanding.
- Policy and Procedure Content: The complaint procedure must include the following components:
(a) Submission Process: Clearly explain how families or community members can submit a complaint.
(b) Response Timeline: Outline the timeline for the organization’s response to the complaint.
(c) Resolution Steps: Describe the steps the organization will take to resolve the complaint.
(d) Organizational Response: Detail how the organization will respond to the complaint.
(e) Exceeding Timelines or Unresolved Complaints: Provide instructions on what to do if the timelines are exceeded or the complaint remains unresolved.
(f) Contractor-Level Escalation: Identify the appropriate contact person at the contractor level if the complaint is unresolved at the site level.
(g) State-Level Contact: Provide guidance on how families or community members can contact the state ECEAP office via the ECEAP inbox if the complaint remains unresolved at the contractor level.
(h) Confidentiality: Specify how confidentiality will be respected and maintained throughout the complaint process.
(i) Annual Review: The policy must undergo an annual review by the Policy Council to ensure it remains current and effective.
- Documentation of Complaints: Contractors and B-5 ECEAP providers must document all complaints, including the resolution of any substantiated complaints.
- Escalation to DCYF ECEAP: If a complaint cannot be resolved at the contractor level, the contractor must notify DCYF ECEAP for further assistance.
- Complaints Made to DCYF ECEAP: If a family or community member submits a complaint directly to DCYF ECEAP, the ECEAP Administrator will collaborate with the ECEAP Director to gather more information and determine the next steps. The goal is to resolve the complaint at the contractor level whenever possible.
- Non-Retaliation and Service Continuity: At no time will a complaint compromise a family’s ability to access services or negatively impact staff-child or staff-family interactions.
This policy ensures that concerns and complaints are handled in a manner that promotes accountability, improvement, and positive engagement between families, communities, and DCYF ECEAP providers.
The following Ephrata School District Policy, Procedure and Form may be helpful:
Policy 3207 Prohibition of Harassment, Intimidation and Bullying Procedure
3207 Procedure Prohibition of Harassment, Intimidation and Bullying
PAO-33: Family and Community Concerns and Complaints Policy (Spanish)
PAO-33: Family and Community Concerns and Complaints Policy (Russian)
Adoption Date: First Reading 4.23, Adopted 5.23, Revised
- (A)
- Family and Community Concerns and Complaints Policy
- PAO-33