Complaint Policy

Linn-Benton Community College Family Connections (FC) believes that quality child care is dependent on the child care provider who provides the direct care. FC is dedicated to building a quality child care supply by supporting, encouraging, training and consulting with child care providers. For the health and safety of children, FC accepts complaints regarding child care. FC is not a regulatory agency but does report to Department of Human Services in cases of suspected child abuse or neglect and does send serious complaints to the Child Care Division. It is important for providers to understand the following complaint procedures.

Procedures

When a complaint regarding a child care provider is received, the FC consultants will:
  1. Take down pertinent information. FC does not act as a mediator, but a record of complaints received is kept. This helps to identify a history of complaints.
  2. Advise the caller to make a first hand complaint to the appropriate person or agency:
The FC Chair may:
  1. Write a letter to the provider indicating the nature of the complaint and offer technical assistance
  2. Send a copy of the complaint with pertinent information to the Child Care Division if the complaint is considered "serious"
  3. Send a second letter or phone the provider in cases where a second complaint on the same provider is received and offer technical assistance
  4. Suspend a provider from the referral database

Suspension

The following are conditions that may result in immediate suspension:
  1. Conditions which jeopardize children's safety
  2. Non-compliance with FC guidelines
  3. Complaints from more than one parent regarding the same conditions
  4. Failure of the provider to respond to inquiries or offers of assistance
  5. Intent to deny by the Child Care Division
  6. Denial of AFS listing
  7. Information from an agency that an investigation of suspected child abuse, neglect or other illegal actions is taking place
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.

If anyone inquires about a suspended provider, they will be told only that the provider is not on the current FC referral list.

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

Permanent Removal

Causes for permanent removal from the provider list may include but are not limited to:
  1. Confirmation of complaints justifying temporary suspension or continued failure to correct conditions underlying complaints
  2. Failure to respond to FC inquiries concerning complaints
  3. Serious injury to children due to conditions in the provider's control
  4. A continued history of complaints concerning the children's health, safety or well-being

Permanent Removal Procedures

When the decision is made to remove a provider from the database:
  1. FC Chair will notify the provider of permanent removal by certified mail within 10 days.
  2. Responses to inquiries made regarding the provider will be limited to the information that the provider is not included on the current FC referral list.
  3. FC Chair will notify parents who have recently been referred to the provider that there is a serious health/safety risk to children in that child care setting.

Provider Appeal Procedures

The following procedures must be used by a provider wishing to appeal permanent removal:
  1. The provider must send a notice of intent to appeal in writing within 10 days of receipt of the certified letter informing the provider of permanent removal. The appeal should be sent to:


    2. Director, Family Resources and Education
    Linn-Benton Community College
    6500 Pacific Blvd. SW
    Albany, Oregon 97321

  2. The provider accepts or declines the invitation to attend the appeal meeting.
    3.

Family Connections Response Procedures
  1. A review committee is appointed by the FC Chair.
  2. Within 30 days, the committee meets to discuss the permanent removal appeal. The provider appealing removal is informed of the date, time and place of the final appeal meeting.
  3. The decision of the committee is communicated in writing to the provider within 10 days after the meeting and is final.
Revised 11/1/02

Family Connections
Linn-Benton Community College
6500 Pacific Blvd SW
Albany, OR 97321
541-917-4899; 1-800-845-1363