Library: Policy

340:110-1-15. Grievance policy and procedure

Revised 02-10-25

(a) Grievance policy. The licensed child care or residential program, or child placing agency owner, director, or administrator may submit a grievance regarding the application of any policy, rule, or regulation of Child Care Services (CCS). Grievances must be received or informal resolution initiated, per (b)(1) of this Section, within 15-program or child-placing agency business days of the documented non-compliance, quality rating and improvement system (QRIS) criteria violation, or substantiated complaint allegation. A grievance is not accepted concerning QRIS star level reductions, 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, programs supervisor for residential programs and child-placing agencies, or designated programs manager who attempts to resolve the matter. Each grievance review level may have assigned designees. • 1

(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 assistant licensing coordinator, residential programs and child-placing agency programs supervisor, or designated programs manager. Written grievances are forwarded when additional reviews are requested.

(2) The assistant licensing coordinator, residential programs and child-placing agency programs supervisor, or designated programs manager grievance level review processes for child care or residential programs or child-placing agencies are in (A) through (C) of this paragraph.

(A) For child care program grievance review, the assistant licensing coordinator:

(i) notifies 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 10-program business days of the correspondence date. • 2 through 4

(B) For residential programs or child-placing agency grievance review at the programs supervisor level, the programs supervisor:

(i) notifies the statewide licensing coordinator a formal grievance was received and efforts were made to resolve the issue;

(ii) responds to written grievances within 10-OKDHS business days of receipt; and

(iii) informs the grievant additional review requests must be received within 10-program or child-placing agency business days of the correspondence date. • 2 through 4

(i) notifies the designated programs administrator a formal grievance was received and efforts were made to resolve the issue;

(ii) responds to written grievances within 10-OKDHS business days of receipt; and

(iii) informs the grievant additional review requests must be received within 10-program business days of the correspondence date. • 3 & 4

(3) When the grievant is not satisfied with the proposed response, per (2) of this subsection, he or she may request:

(A) statewide licensing coordinator review for licensing grievances; or

(B) designated program administrator review for QRIS criteria grievances. The grievant is informed he or she may request Child Care Advisory Committee (CCAC) Peer Review Board review, prior to statewide licensing coordinator or designated program administrator review. The statewide licensing coordinator or designated program administrator forwards information to the Peer Review Board, when applicable, or proceeds with the review.

(4) When applicable, the Peer Review Board responds to the statewide licensing coordinator or designated program administrator with resolution advisement within 10-OKDHS business days of receipt. Peer Review Board resolution advisement decisions are confidential.

(5) The statewide licensing coordinator or designated program administrator 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 10-program or child-placing agency business days of the correspondence date. • 3 & 4

(6) When the grievant is not satisfied with the proposed response, the grievant may request review by the CCS director and OKDHS Director (Director), or assigned designees respectively. The CCS director 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 10-program or child-placing agency business days of the correspondence date. The Director's or assigned designee's decision is final. • 4

(c) Grievance procedures against a CCS employee. A licensed child care or residential program, and child-placing agency may submit a grievance regarding a CCS employee who retaliated against a program or child-placing agency, or the employees of the licensed program or child-placing agency. Grievances must be received within 10-program or child-placing agency business days of the alleged incident. Reports are investigated regardless of the grievant's decision to remain anonymous. • 5

(1) The grievant is referred to the appropriate supervisor, programs supervisor, or designated programs manager who attempts to resolve the matter.

(2) When the grievant is not satisfied with the proposed response, the grievant is referred to the assistant licensing coordinator and, when applicable, not within the line of supervision of the involved staff or designated programs administrator. The assistant licensing coordinator or designated programs administrator:

(A) requests the allegations be submitted in writing; however, written submission is not required;

(B) investigates the allegations; and

(3) The assistant licensing coordinator's or designated programs administrator’s decision is final; however, the grievant may request the CCS director review the finding.

INSTRUCTIONS TO STAFF 340:110-1-15

Revised 02-10-25

1. When the supervisor programs supervisor, or designated programs manager determines the non-compliance or quality rating and improvement system (QRIS) criteria violation is accurate, grievance tracking information is entered in the Licensing database. When the supervisor, programs supervisor, or designated programs manager is able to determine a non-compliance or QRIS criteria violation should not have been documented, the supervisor, programs supervisor, or designated programs manager:

(1) ensures the non-compliance is removed from the Licensing database, when applicable;

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

(3) provides a copy of Form 07LC080E to the program or child-placing agency.

2. When a written grievance is submitted, the assistant licensing coordinator or programs supervisor removes the non-compliance or complaint finding in question from the Licensing database until a final decision is reached.

3. When the grievance decision is reached at each level, correspondence indicating the decision and grievance timeframes is provided to the grievant. Grievance tracking information is entered in the Licensing database.

4. When the final grievance decision is reached:

(1) correspondence indicating the decision is provided to the grievant and, when applicable, the correspondence is forwarded to Child Care Services (CCS);

(2) grievant correspondence and the decision are reflected in the Licensing database.

5. The grievant is required to disclose the name of the involved CCS employee(s) and his or her child care program, residential program, or child-placing agency.