OKDHS - OAC 340:110-1-54. Grievance and complaint policy and procedure

340:110-1-54. Grievance and complaint policy and procedure

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Revised 7-01-10

(a) Grievance and complaint policy. The owner, director, or administrator of a licensed child care facility may file a grievance or complaint regarding the enforcement 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 for in the Oklahoma Child Care Facilities Licensing Act. [10 O.S. § 407]

(b) Grievance or complaint procedure. A person who wishes to file a grievance or complaint is encouraged to seek informal resolution by contacting the programs manager, who will seek to resolve the matter. • 1 If a resolution is not reached at the this level, the grievant is requested to file a written request with the director of Oklahoma Child Care Services (OCCS). The director of OCCS responds to written grievances or complaints within 14 days after receipt. • 2 & • 3 When the grievant or complainant is not satisfied with the proposed resolution, the grievance may be appealed to:

(1) the associate director for programs; and
(2) the Director of OKDHS.

INSTRUCTIONS TO STAFF 340:110-1-54

Issued 7-01-10

1. If the programs manager is able to determine that a non-compliance should not have been documented:

(1) the programs manager insures the non-compliance is removed from the database, if applicable;

(2) documents the decision on 07LC080E, Licensing Services Supplemental Information; and

(3) mails a copy of the 07LC080E to the facility.

2. When a written grievance is submitted:

(1) the non-compliance or complaint finding in question is removed from the database while a decision is pending; and

(2) the grievance request is documented on 07LC080E, Licensing Services Supplemental Information.

3. When the decision regarding a grievance is reached:

(1) the appropriate action is taken to reflect the decision in the facility record and on the database;

(2) the decision is documented on 07LC080E; and

(3) correspondence indicating the grievance decision is mailed to the facility.

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