(a) Grievance and complaint policy. The owner or director of a licensed child care facility may file a grievance or complaint regarding the application of any written or unwritten policy, rule, or regulation of the Oklahoma Department of Human Services (OKDHS), or any decision by an employee of OKDHS that affects the facility. A grievance or complaint is not accepted concerning the denial or revocation of a child care facility license. The procedure for appealing this action is provided in the Oklahoma Child Care Facilities Licensing Act. [10 O.S. § 407]
(b) Grievance or complaint procedure. Persons wishing to file a complaint or a grievance are encouraged to seek informal resolution of their concerns by contacting the appropriate licensing supervisor. Supervisory staff receiving a grievance or complaint attempts to resolve the matter.
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(1) If a resolution cannot be reached at the local level or through verbal conversation with State Office staff, the grievant is requested to file a written request with the licensing supervisor.
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(2) The licensing supervisor notifies the licensing regional programs manager and statewide licensing coordinator by memorandum that a formal complaint or grievance has been filed and efforts made to resolve the issue. The licensing supervisor responds to written grievances or complaints within 14 days after receipt.
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(3) When the grievant or complainant is not satisfied with the proposed resolution, the grievant may appeal the grievance to the licensing regional programs manager, statewide licensing coordinator, director of Child Care Services, associate director for programs, and OKDHS Director, in that order.
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(4) The grievant or complainant is requested to file only one written complaint. Referrals for resolution are made by the OKDHS staff involved in the response.