DHS adds foster care ombudsman position, new complaint process

Oklahoma City -- The Oklahoma Department of Human Services (DHS) has created a new position to help resolve problems for foster parents. Lisa Buck, a former foster parent and a professional advocate, has been named as the foster care ombudsman.

DHS Director Ed Lake created this position within the Office of Client Advocacy (OCA) to track, address and resolve complaints and grievances of foster parents in order to improve their experiences with DHS and ultimately to improve recruitment and retention of foster parents. OCA is the independent investigative and advocacy office within DHS that promotes client safety and the fair, honest and professional delivery of services provided by the agency.

Buck and her husband became foster parents eight years ago as an answer to their call of faith. They have had eight foster children in their home, adopting two of them along the way.  In addition to the children they adopted, the Bucks also have four biological daughters, and two other “sons” who have become part of the family through church mentorship.

“Having been a foster parent, I understand that it is critically important that their needs be heard and addressed,” she said.Buck is passionate about systemic improvements for foster families. She was an original member of the 111 Project to create initiatives and awareness in the faith community.  She is also a tireless advocate for foster parent recruitment and retention, speaking all over the state to faith-based groups, support groups and conferences.

“Lisa’s personal and professional background makes her uniquely suited to serve as the foster care ombudsman. She is dedicated to improving the experience of foster parents and has the passion, wisdom and sense of purpose necessary to truly make a difference,” said Kathryn Brewer, OCA Advocate General.

Senate Bill 1793 which went into effect November 1, 2014, mandated an entirely new grievance and complaint process for foster parents. This legislation requires the collaboration and oversight of both the Oklahoma Commission on Children and Youth (OCCY) as well as the DHS OCA. The two offices have been working together to establish an online complaint system, www.okfosterparentvoices.org.

“The collaboration between the OCA and the OCCY will foster transparency of the foster parent complaint process” said Sara Vincent OCCY Programs Manager. “As a result of the positive working relationship between the OCA and the OCCY, foster parents are able to submit complaints at a neutral site. This process cultivates a systemic support system for foster parents and promotes communication among persons involved in providing services to children placed in foster care. The OCCY supports the advocacy efforts for foster parents offered by the new foster care ombudsman.”

The grievance procedures have been significantly modified for foster parents. The statute requires all grievances and complaints to be resolved within 60 days. However, initial responses to complaints or grievances are now answered within three business days and are tracked by the foster care ombudsman.

To submit a complaint or grievance, foster parents can use the online form located at: http://www.okfosterparentvoices.org/ or call 1-866-335-9288.

“Foster parents have not had this opportunity before,” said Buck, “This process will help them understand what their rights are, provide them with answers and closure, and allow their voices to be heard.”

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