PROCEDURE FOP RESPONDING TO CHILD CARE COMPLAINTS

Parents may call the Transylvania County Child Development Program with complaints about child care homes, centers, or non-regulated providers. Staff will discuss with the parent what is occurring and how the matter might be remedied. When a complaint needs to be referred to a regulatory agency, staff will provide the complainant with the agency name and number to contact.

Transylvania County Child Development receives information regarding investigations by other agency personnel. If a complaint is substantiated, Transylvania County Child Development may remove the program from the referral database.

All listed child care programs and non-regulated providers must be given a copy of this procedure. It must be included in the Subsidized Child Care Application process.

Non-Referred Complaints

Personal complaints such as parent-provider relationship, child-rearing philosophy, or business disagreements, that are not serious licensing violations or matters of health and safety, will be responded to by Transylvania County Child Development staff and not referred to the regulatory authority. Details of complaints will be confidential. Staff will use discretion in follow-up with the provider.

The staff will encourage the parent or observer to discuss the complaint with the director and to offer resources to the program such as technical assistance, consultation, training or curriculum materials.

Referred Complaints

Complaints on approved non-regulated providers will be reported to the child care consultant or local and state abuse/neglect unit. Complaints that are filed on a non-regulated prior to approval may be reviewed by the Child Care Assessment Team to determine what action is to be taken (home assessment or referral to investigative agency).

Callers with complaints that indicate a child has been neglected or abused, or that a legally operating provider is out of compliance with local and state regulations, will be referred to the appropriate authority.

1) If the complaint indicates neglect or abuse, the complainant will be advised to contact the Department of Social Services, Child Protective Service Unit at 884-3174. Transylvania County Child Development will complete a follow up call to DSS and forward a copy of the complaint.

2) If the complaint indicates a serious violation of licensing or non-regulated home standards, complainant will be advised to call Vickie Warren, the Child Care Consultant at 890-8142. Transylvania County Child Development will complete a follow up call to the consultant and forward a copy of the complaint.

3) If the complaint indicates that the program is in violation of local health, fire, or building standards, caller will be referred to the Health Department 884-3135, City Inspections 883-8580, County Inspections Office 884-3209, Fire Marshal 884-3235, and/or child care consultant, Vickie Warren 890-8142 as appropriate.

Disclosure of Information

Parents requesting information about abuse/neglect reports or regulatory complaints on a program will be referred to the Division of Child Development in Raleigh at (919) 662-4527. Parents will also be informed of the requirement that licensed program display their license and a list of areas of non-compliance in a prominent place.

Complaints on non-approved, non-regulated homes will be referred to the Child Care Assessment Team and a decision made regarding the necessary action to be taken or forwarded to the appropriate authorities.

Complaints about Transylvania County Child Development, the Division of Child Development, or other agency staff will be referred to the local or regional supervisor.

Transylvania County Child Development is a public agency which provides services without regard to race, color, sex, age, religion, political affiliation or national origin.