Children’s Bureau/ACYF/ACF/HHS

800.394.3366 | Email: info@childwelfare.gov | https://www.childwelfare.gov

FACTSHEET 

FOR FAMILIES

April 2016

From Complaint to Resolution: 

Understanding the Child 

Welfare Grievance Process g

WHAT’S INSIDE

What are some common 

rievances?

What is the general 

grievance process?

Who is an ombudsman/

ombudsperson?

When can the Federal 

Government intervene?

Additional resources 

Conclusion

A number of personal or environmental conditions 

or circumstances may affect a parent or caregiver’s 

ability to care for their children. When this happens, 

child protective services (CPS) may respond to a 

report of child abuse or neglect and conduct an 

investigation to verify the alleged report and assess 

the risk of further harm to a child. Families that 

come to the attention of the child welfare system are 

required to collaborate with agencies and courts, 

participate in services to improve conditions in the 

home, and provide a safe environment for the child.

Being involved in the child protection process may 

be challenging at times. Parents may find themselves 

in disagreement with an agency or a court ruling. 

Parents may be dissatisfied with the quality of 

assistance they receive, the denial of or inability to 

access services, or the management of their case. 

Sometimes, parents are unsure of which steps to 

take in the process or how to express their concerns. 
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This publication is available online at https://www.childwelfare.gov/pubs/factsheets/cw-grievance/.

This factsheet is designed to help parents (birth, foster, 

and adoptive) and other caregivers seeking information 

about the best way to resolve their differences with a 

service provider or other child welfare professional. Because 

child welfare agency policies and procedures are Statespecific, this factsheet provides information from a national 

perspective and points to additional resources about where 

to find information related to a particular State. 

The course of child protection cases can be both stressful 

and difficult to manage at times. The path toward 

family preservation or reunification requires parents 

to participate in a variety of services including, but not 

limited to, substance use and/or mental health treatment, 

employment services, parenting or anger management 

classes, and possibly identifying safe child care. Some 

parents experience dissatisfaction with the quality of 

services they receive. Parents may encounter conflicts with 

caseworkers or other professionals. Assumptions about an 

agency’s intentions or poor communication can also lead to 

misunderstandings that negatively impact the caseworkerfamily relationship.

What Are Some Common Grievances?

The following list reflects some common parent and 

caregiver grievances related to the delivery of child welfare 

services. Parents or caregivers may make complaints when:

 They lose custody of a child and the child is placed in 

foster care.

 They complied with their case plan, but their child still 

remains in State care.

 They are dissatisfied with foster care placement(s) 

because placement preference was not given to a 

relative caregiver.

 They were the victims of false accusations of child abuse.

 They witness policy violations by agency staff.

 They feel they were treated poorly by agency staff.

 They are unable to foster or adopt a child.

 They feel resentment over an agency’s service or 

intervention.

 They experience a breakdown in communication with 

caseworkers, service providers, or others.

Mary’s Story

Mary’s children were removed from her home 

and placed in foster care after their school 

made several reports of alleged neglect to 

CPS. Her children, ages 5 and 9, were absent 

often, and when they did attend school, staff 

noted a number of concerns regarding their 

health, hygiene, and overall welfare. Mary, a 

single mother experiencing financial difficulties, 

acknowledged that her family had fallen on 

hard times and was eager to work proactively 

with her caseworker to reunite with her children. 

After several months, Mary’s circumstances 

improved; she was able to secure and maintain 

steady employment. She complied with the 

various elements set forth in her service plan and 

completed required parenting classes. However, 

Mary became increasingly frustrated when her 

caseworker appeared to become unresponsive 

by failing to return phone calls. Worried that 

she would now face additional obstacles to 

reunification, Mary wanted to express her 

grievance constructively, but did not know how or 

where to start.

There are steps parents and caregivers can take to 

express and resolve their concerns. Sometimes, parents 

think that the best way to address a disagreement is 

to express their dissatisfaction at the highest level of 

authority. However, a complete review and investigation 

of the situation must start at the local level. Clients who 

choose to bypass the established channels are usually 

redirected to their local office. 

Families have the right to consult with an attorney at any 

stage of the CPS and court processes. A directory of 

attorneys in each State and extensive legal resources are 

available on the American Bar Association’s website at 

http://apps.americanbar.org/legalservices/findlegalhelp/

home.cfm.
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This publication is available online at https://www.childwelfare.gov/pubs/factsheets/cw-grievance/.

What Is the General Grievance Process?

Regardless of the nature of the disagreement, State 

and local agencies and courts generally offer an avenue 

for recourse. As every agency has its own grievance 

mechanism, it is particularly important to understand 

and follow the specific complaint procedure and chain of 

command that applies to your State and agency. Below 

are some general steps in this process. See Figure 1 for an 

illustration of the process.

Youth in foster care who are experiencing 

problems with their placement or who are 

dissatisfied with the quality of services they 

are receiving are encouraged to follow the 

same process outlined above, beginning 

with their caseworker or guardian ad litem. 

Several States have an official complaint 

system specifically for youth. The Child Welfare 

Information Gateway list of child welfare State 

complaint offices (https://www.childwelfare.gov/

organizations/?CWIGFunctionsaction=rols:main.

dspROL&rolType=Custom&RS_ID=31) links to 

those youth-specific ombudsman agencies.

Start With Open Communication

Before filing an official complaint, engage in an open 

conversation with the case manager or service provider with 

whom you are experiencing a conflict. Discuss your concerns 

in a calm manner. Straightforward and honest communication 

may correct good-faith mistakes or clear up any confusion. 

Addressing problems as they arise with agency staff, rather 

than waiting until issues pile up, may facilitate a better 

understanding and promote quick resolution.

Speak With a Supervisor or Manager

If, after speaking openly with your caseworker or other 

service provider, the situation does not improve, it may be 

a good idea to request an appointment with a supervisor. 

During this meeting, it is important to provide any relevant or 

supporting documentation such as emails, case plans, health 

assessments, or school records. The agency supervisor should 

be able to provide answers to your questions and take action 

based on agency policies and guidelines, if appropriate. 

If you still experience complications after speaking with a 

supervisor, you may elevate your grievance to the attention of 

the county or district agency director. 

Figure 1. Basic Steps of the Grievance Process

Caseworker

Addressing a 

concern directly 

with the 

caseworker is 

the first step 

toward 

compliant 

resolution

Agency

Supervisor

If problem 

persists, it may 

be helpful to 

meet with the 

agency 

supervisor

County

Director* 

An unresolved 

grievance may 

be brought to 

the attention of 

the county 

director or child 

welfare 

coordinator

State

Ombudsman

A complaint may 

be escalated to 

the appropriate 

State office when 

all previous 

avenues have 

been exhausted

State Child 

Welfare 

Director

In States that 

do not have a 

complaint 

office, it may 

be possible to 

direct a 

grievance to 

the State child 

welfare 

director or 

other 

State-level 

officials

*This official’s title may vary by State (e.g., county coordinator, district manager, regional director). 
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This publication is available online at https://www.childwelfare.gov/pubs/factsheets/cw-grievance/.

Contact the County or District Agency 

Director

Child Welfare Information Gateway offers a list 

of local and county child welfare agencies and 

provides links to State directories of county offices. 

It is available at https://www.childwelfare.gov/

organizations/?CWIGFunctionsaction=rols:main.

dspROL&rolType=Custom&RS_ID=56. 

If you cannot reach an agreement after making contact 

with the designated authority, most States have a 

central office responsible for reviewing case records and 

mediating disputes between families and child welfare 

agencies. It is important to note that States may have 

specific timeframes or set time limits mandated by law for 

appealing a case or lodging a complaint.

Who Is an Ombudsman/

Ombudsperson?

Child welfare departments designate specific offices 

to monitor the delivery of services and to receive and 

investigate customer complaints. When a grievance 

cannot be resolved at the local level, in most States, you 

have the option to contact the child welfare ombudsman. 

The ombudsman is an impartial and independent official 

appointed to provide oversight and review child welfare 

services. 

Sometimes called the “child or family advocate,” the 

purpose, responsibilities, and duties of the ombudsman 

office vary by State. Not all States have one central 

ombudsman office to address customer complaints. Many 

States have a child welfare-specific ombudsman/child 

advocate office at the State level. In other States, such as 

New York and Pennsylvania, grievances are handled by 

regional offices. In Florida, county-specific client relations 

coordinators work with families to address complaints. 

Ombudsman/Ombudsperson:

An advocate or spokesperson for a group 

that is served by an organization to ensure 

that the organization’s obligations, ethical 

duties, and rules are being followed; 

investigates possible illegal, unethical activities 

or harmful, unforeseen consequences of 

that organization’s actions; and facilitates 

negotiations or actions for satisfactory 

solutions.

To find the child welfare ombudsman in your 

State, see the list of Child Welfare State Complaint 

Offices at https://www.childwelfare.gov/

organizations/?CWIGFunctionsaction=rols:main.

dspROL&rolType=Custom&RS_ID=31. 

Regardless of the variety of offices and their respective 

titles and duties, each State and/or jurisdiction provides 

a channel to address concerns. Parents and caregivers 

involved with child welfare should know their rights and 

responsibilities, including their right to appeal an agency’s 

finding and file a complaint about their concerns. 

Caseworkers and agency staff should be able to provide 

families with their rights, which are often available in 

written materials. If these resources are not provided, you 

should request a copy for your records. 

If the agency does not have a procedure for filing an 

appeal, an ombudsman’s office, or a formal system 

for handling complaints and all other avenues have 

been exhausted, you may direct your grievance 

to the State child welfare agency director or 

administrator. State directors administer, supervise, 

coordinate, and monitor child welfare programs and 

can answer questions related to service delivery. 

Child Welfare Information Gateway maintains a list 

of State directors at https://www.childwelfare.gov/

organizations/?CWIGFunctionsaction=rols:main.

dspROL&rolType=Custom&RS_ID=45.
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This publication is available online at https://www.childwelfare.gov/pubs/factsheets/cw-grievance/.

Foster Care. For issues that center on the foster 

care system as a whole, you might seek the 

assistance of a State official. The State foster 

care program manager (who has oversight 

responsibility for all foster care services provided 

to children in the custody of the State) is the 

key point of contact for related complaints that 

cannot be resolved by existing procedures. When 

concerns focus on the operation of residential 

settings and facilities (group homes, for example), 

it may be possible to file a complaint with the 

State licensing authority. These entities also vary 

by State, and contact information should be 

available through your agency. 

Adoption. Similarly, the State adoption program 

manager is the expert and authority on adoption 

policy in each State and can assist you with 

adoption-related issues. Contact information 

for these and other State officials may be 

accessed via the Child Welfare Information 

Gateway website at https://www.childwelfare.gov/

organizations/. 

What if I Have a Complaint About a Specific 

Person or Organization?

In addition to the general grievance process, there are 

channels for registering a complaint with particular 

professionals or groups. 

Caseworkers. Complaints of alleged violations of the 

Code of Ethics by a caseworker may be reported to 

the State licensing board. A list of social work boards is 

available on the National Association of Social Workers 

website at https://www.socialworkers.org/nasw/ethics/

boards.asp. 

Lawyers. For the most serious examples of lawyer 

misconduct, you can file a formal grievance with the State 

Bar Association. A State office can determine whether the 

lawyer has engaged in unethical or unlawful practices that 

warrant disciplinary action. The American Bar Association 

provides a directory of lawyer disciplinary agencies 

by State at http://www.americanbar.org/content/dam/

aba/administrative/professional_responsibility/current_

disciplinary_agency_directory_online.authcheckdam.pdf. 

Judges. When you disagree with a court’s ruling or 

believe that a judge made an error in applying the law, 

the appropriate recourse is the State appellate court; 

however, every State has a Judicial Commission or 

entity with the authority to investigate complaints of 

judicial misconduct and impose discipline and removal, 

if appropriate. Contact information for each State office 

is available through the Clerk of the Court. Each State’s 

Attorney General’s website typically provides broad 

grievance-specific resources for consumers. State-specific 

contact information is available at http://www.justice.gov/

usao/find-your-united-states-attorney. 

Regardless of the nature of a complaint, you should make 

an effort to familiarize yourself with the laws of your State. 

Links to individual State’s statute information are available 

on the Child Welfare Information Gateway’s website 

at https://www.childwelfare.gov/topics/systemwide/

laws-policies/state/. 

Tribes. The Indian Child Welfare Act (ICWA) is a Federal 

law that sets strict requirements for State courts and 

social services in State child custody proceedings 

involving children who are members of (or eligible for 

membership in) a federally recognized Tribe. ICWA 

establishes standards for the removal and placement of 

Indian children in foster/adoptive homes and protocols 

for Tribal intervention. Many questions and answers 

regarding ICWA’s application and related issues 

are addressed by the National Indian Child Welfare 

Association on its website at http://www.nicwa.org/

Indian_Child_Welfare_Act/. 

All Tribal justice systems provide an opportunity to appeal 

rulings of the Tribal court. The range, form, and timing of 

appeals vary by jurisdiction. Those who disagree with a 

court’s decision may want to consult with an attorney with 

expertise in Tribal legal issues and court practices. The 

National Indian Child Welfare Association provides the 

factsheet How to Find Free & Low-Cost Legal Assistance 

at http://www.nicwa.org/Indian_Child_Welfare_Act/

documents/LowCostLegalAssistanceHelpLawyerHelpYou.

pdf. Also, the Native American Rights Fund website 
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This publication is available online at https://www.childwelfare.gov/pubs/factsheets/cw-grievance/.

provides a list of legal associations that specialize in Native 

American issues at http://www.narf.org/nill/resources/

lawyer.html. 

Parents may direct their complaint to their State ICWA 

manager. Child Welfare Information Gateway’s list of 

State child welfare agency websites allows quick access 

to State information. Many websites are easily searchable 

for State ICWA contacts at https://www.childwelfare.

gov/organizations/?CWIGFunctionsaction=rols:main.

dspROL&rolType=Custom&RS_ID=16. 

Elected Officials. When you have concerns related to 

the system as a whole, you may find it helpful to contact 

your State senators or representatives. These officials are 

responsible for developing and reforming State legislation. 

Contact information for your elected officials is available at 

http://www.usa.gov/Contact/Elected.shtml. 

When Can the Federal Government 

Intervene?

Child maltreatment is defined by Federal law, but each 

State is responsible for providing its own definitions. The 

Federal Government provides funding and guidance to 

States to operate child protection systems; it does not have 

the authority to intervene in individual cases or investigate 

State policies and practices. These responsibilities fall 

under each State. However, in some cases, it may be 

appropriate to elevate your concerns beyond the local or 

State level to the Federal Government. 

If you feel you are being unfairly treated or discriminated 

against due to race, color, national origin, disability, age, 

sex (gender), or religion, you can file a complaint with your 

State’s human services Office for Civil Rights (OCR). The 

OCR is responsible for reviewing claims of discrimination 

and determining whether the reported incident(s) require 

corrective action. If your State does not have an OCR, 

complaints can be elevated to the OCR within the U.S. 

Department of Health and Human Services (HHS) at the 

Federal level. For more information on filing complaints, 

and a list of regional HHS OCR offices, visit the OCR 

website at http://www.hhs.gov/ocr/office/index.html. 

The Office of Inspector General (OIG) within HHS handles 

complaints related to fraud, waste, abuse of funds, and 

mismanagement in HHS-funded child welfare programs. 

In addition, many States have OIGs within their own human 

services departments that are responsible for reviewing 

grievances at a State level. It is usually best to seek the 

assistance of the State office first. Specific details about 

the type of reports investigated by the Federal OIG are 

provided at https://oig.hhs.gov/fraud/report-fraud/index.

asp. Matters involving fraud, waste, and mismanagement 

may be reported to the OIG Hotline Operations, 1.800.HHS.

TIPS (1.800.447.8477), or online at https://forms.oig.hhs.gov/

hotlineoperations/report-fraud-form.aspx. 

For Tribal issues or concerns, social workers within the 

Division of Human Services at the Bureau of Indian Affairs 

serve as the contact point for the social service agencies 

responsible for child protection, placement, and adoption of 

Indian children. The Regional Social Workers Contact list is 

available on the U.S. Department of the Interior Department 

of Indian Affairs website at http://www.indianaffairs.gov/

WhoWeAre/BIA/OIS/HumanServices/index.htm. 

Additional Resources

 To see how States define child abuse and neglect, see 

Child Welfare Information Gateway’s Definitions of 

Child Abuse and Neglect at https://www.childwelfare.

gov/pubPDFs/define.pdf. For an overview of the CPS 

investigative process, please refer to How the Child 

Welfare System Works at https://www.childwelfare.gov/

pubPDFs/cpswork.pdf. 

 Child Welfare Information Gateway offers the State 

Guides & Manuals Search, which links to online 

publications created by State agencies. The database 

is searchable by both topic and audience. The most 

common types of publications include policy or 

procedure manuals, administrative rules, licensing 

standards, handbooks for parents and caregivers, or 

other guides explaining how the State provides child 

welfare services to families. Search for materials in your 

State at https://www.childwelfare.gov/topics/systemwide/

sgm/. 

 Foster parents with complaints may seek the support and 

guidance of their State Foster Parent Association. A list of 

State associations is available at https://www.childwelfare.

gov/organizations/?CWIGFunctionsaction=rols:main.

dspROL&rolType=Custom&RS_ID=32. 
From Complaint to Resolution: Understanding the Child Welfare Grievance Process https://www.childwelfare.gov

 The Child Welfare League of America, the oldest 

national organization serving vulnerable children, 

youth, and families, shares a wealth of information 

on emerging issues that impact children who have 

experienced abuse or neglect at http://www.cwla.org/. 

 Rise Magazine, a publication geared toward families 

involved with the child welfare system, seeks to 

educate parents about their rights and illustrates the 

steps parents can take to reunite with their children. 

Rise is available at http://www.risemagazine.org/. 

Other Related Non-Child Welfare Grievances

Families involved with the child welfare system 

often interact with other State systems, such as law 

enforcement and other related departments. In addition 

to child welfare grievances that may be directed to the 

ombudsman, families may also develop concerns related 

to these other systems. Most of these service providers 

have some mechanism in place to receive and investigate 

complaints. 

For example, many law enforcement agencies include the 

citizens’ complaint procedures on their websites. Typically, 

the Office of Internal Affairs is responsible for handling 

concerns related to an officer’s misconduct. 

Concerns related to child support should be directed 

to the State or local child support agency. A list of 

general contact information for these offices is available 

at http://www.acf.hhs.gov/programs/css/resource/

state-and-tribal-child-support-agency-contacts. 

Issues pertaining to housing services fall under the 

regional U.S. Department of Housing and Urban 

Development offices. Contact information for these 

offices is available at http://portal.hud.gov/hudportal/

HUD?src=/program_offices/field_policy_mgt/localoffices.

Conclusion

The information and resources provided in this factsheet 

address the majority of complaints associated with the 

CPS system. Other State systems, such as the Temporary 

Assistance for Needy Families (TANF), health care, 

education, child care, and others also designate specific 

offices that can address customer complaints and assist in 

resolving concerns. 

Ultimately, collaboration and open communication 

between parents, caregivers, child welfare staff, or related 

staff can help facilitate a better understanding of child 

welfare policy and practice and minimize the risk of 

conflict that would result in a formal complaint. 

Suggested citation: 

Child Welfare Information Gateway. (2016). From 

complaint to resolution: Understanding the child welfare 

grievance process. Washington, DC: U.S. Department of 

Health and Human Services, Children’s Bureau.

U.S. Department of Health and Human Services 

Administration for Children and Families 

Administration on Children, Youth and Families 

Children’s Bureau