Complaint Procedure
1. Each child/youth shall have a verbal explanation from the Foster Parent Resource Liaison and have access to a written copy of the complaint procedure upon placement into a FBCP home. The complaint procedure will be reviewed with the youth at each plan of care meeting 30 days, 3 months and every 3 months thereafter for the duration of the placement.
2. Any youth (Child Protection Worker, or parent, etc. on the child/youth's behalf) who feels that his/her rights have been denied and believes that grounds for a grievance exists can inform any staff member at Sensoree Foster Care Services and such staff shall be obligated to advocate for the youth's rights.
3. Documentation will be forwarded to the Foster Parent Liaison who will communicate with other levels of management as required.
The staff advocating for the youth will be present to support the child/youth throughout the process.
4. The Director of Programs will confirm the receipt of the complaint within 24 hours who then will review the complaint and determine its validity based on the child/youth's rights under the C.Y.F.S.A.
5. If it is determined that there has been no violation of the C.Y.F.S.A., the grievance shall be treated as an internal complaint and all relevant parties will be brought together to negotiate a resolution. The findings and decision shall be documented in the child/youth's file. This must take place within 5 business days of resolution of complaint.
6. If the Director of Programs feels the facts presented could be considered a violation of the children's rights under the C.Y.F.S.A. or is a health and safety issue, the original Complaint Form and all information collected to this point shall be forwarded to:
Operations Director
7. The Operations Director reviewing the potential C.Y.F.S.A violation will conduct a final review of the facts presented and seek clarifications through further interviews and evaluate any new information or evidence obtained to form a conclusion.
8. The Operation Director reviewing the complaint has the authority to immediately correct the situation.
9. The complaint procedure includes the client attempting to resolve the issue directly with the FBCP, then moving to the Foster Parent Resource Liaison, before reaching out to their child welfare agency, and lastly the Ombudsman. With the policy noted above, the Foster Parent Resource Liaison will take steps to remedy the concern with the FBCP and client before the child welfare agency is called. The child welfare agency and/or legal guardian and/or Ombudsman can be contacted whenever a youth has a complaint. The goal is to support the youth to address their complaints directly with the FBCP and find a resolution together whenever possible.
10. The outcome and steps taken to remedy the violation, as well as any further reporting made, shall be communicated to the youth (and, when appropriate, to the person that brought the complaint forward) by the person that conducted the review and documented in the youth's file within 10 business days of receipt of the original complaint.
11. If at any point during the review of the complaint, it becomes apparent that there is a child protection concern, the review will be halted, and Sensoree Foster Care Services policy on Abuse Policy 12.1 (under Section 12, Reporting, and Investigation) hall be followed.