Oklahoma Administrative Code › Title 340 - Department of Human Services › Chapter 110 - Licensing Services › Subchapter 1 - General Provisions › Part 1 - LICENSING SERVICES - CHILD CARE › Section 340:110-1-15 - Grievance policy and procedure

Current through Vol. 41, No. 20, July 1, 2024
(a)
Grievance
				  policy.
The child care or residential program, or child placing agency
				  owner , director, or administrator may submit a grievance regarding the
				  application of any written or unwritten policy, rule, or regulation of Child
				  Care Services (CCS) or a CCS employee decision affecting the program or
				  child-placing agency. Grievances must be received within 30-calendar days of
				  the documented non-compliance, star criteria violation, or substantiated
				  complaint allegation. A grievance is not accepted concerning an Emergency
				  Order, request for license denial, license revocation, or Restricted Registry
				  registration.
(b)
Grievance
				  procedure.
Individuals wanting to submit a grievance are encouraged to
				  seek informal resolution of his or her concerns by contacting the appropriate
				  Licensing supervisor or programs supervisor for residential programs and
				  child-placing agencies, who attempts to resolve the matter. Each grievance
				  review level may have assigned designees.
(1)
				  When a resolution cannot be reached at the local level or through verbal
				  conversation with CCS State Office staff, the grievant is instructed to submit
				  one written grievance request with the Licensing supervisor or programs
				  supervisor. Grievances must be received within 15-calendar days of this
				  communication. Written grievances are forwarded when additional reviews are
				  requested.
(2) Licensing supervisor
				  and regional programs manager (RPM) grievance level review processes for child
				  care programs are in (A) through (B) of this paragraph.
(A) The Licensing supervisor:
(i) notifies the RPM and statewide licensing
				  coordinator that a formal grievance was received and efforts made to resolve
				  the issue;
(ii) responds to written
				  grievances within 10-Oklahoma Human Services (OKDHS) business days of receipt;
				  and
(iii) informs the grievant
				  additional review requests must be received within 15-calendar days of the
				  correspondence date.
(B)
				  When the grievant is not satisfied with the proposed resolution, he or she may
				  request RPM review. The RPM:
(i) responds to
				  written grievances within 10-OKDHS business days of receipt; and
(ii) informs the grievant additional review
				  requests must be received within 15-calendar days of the correspondence
				  date.
(3) For
				  residential programs or child-placing agency grievance review at the programs
				  supervisor level, the programs supervisor:
(A)
				  notifies the statewide licensing coordinator a formal grievance was received
				  and efforts were made to resolve the issue;
(B) responds to written grievances within
				  10-OKDHS business days of receipt; and
(C) informs the grievant additional review
				  requests must be received within 15-calendar days of the correspondence
				  date.
(4) When the
				  grievant is not satisfied with the proposed resolution, per (2) or (3) of this
				  subsection, he or she may request statewide licensing coordinator review. The
				  grievant is informed he or she may request Child Care Advisory Committee (CCAC)
				  Peer Review Board review, prior to statewide licensing coordinator review. The
				  statewide licensing coordinator forwards information to the Peer Review Board,
				  when applicable or proceeds with the review.
(5) When applicable, the Peer Review Board
				  responds to the statewide licensing coordinator with resolution advisement
				  within 10-OKDHS business days of receipt.
(6) The statewide licensing coordinator
				  notifies the grievant of the CCS decision within 10-OKDHS business days or,
				  when applicable, 10-OKDHS business days of Peer Review Board advisement
				  receipt. The grievant is informed additional review requests must be received
				  within 15-calendar days of the correspondence date.
(7) When the grievant is not satisfied with
				  the proposed resolution, he or she may request review by the CCS director,
				  Senior Director of Child Services, and OKDHS Director (Director), or assigned
				  designees respectively. The CCS director, Senior Director of Child Services,
				  and Director or assigned designees each respond within 10-OKDHS business days
				  of receipt. The grievant is informed additional review requests must be
				  received within 15-calendar days of the correspondence date. The Director's or
				  assigned designee's decision is final.