Want to know more?

• Meetings and Policies on Complaints
• Does the caregiver have routine meetings between staff and parents?


• Does the program have a complaint procedure that includes parents in problem solving?


• Does the program have a process to set up special meetings to deal with a crisis or a unique problem parents or staff are concerned about?


• Is an action plan developed, written down, and implemented including: who is responsible, what will take place, over what time period will it be put into practice?


• Does the program post a notice on how to register a formal complaint with the state child care licensing agency, including the phone number?


• Does the program have complaint records and any licensing violation on file as well as written records on how they were handled? And are these records available to parents to review?



Note: Names of staff, parents and children involved in complaints should be masked from the copies you see to protect the confidentiality of those individuals - you would want the same confidentiality for you and your child if you need to file a complaint.


• For small incidents that might become a long term problem:
• Keep notes and be specific:


• Your planning calendar is a good place to track this.


• Jot down names and phone numbers of other witnesses or concerned parents.

Example:

Concern over poor nutrition/food choices - sample notes:


Is this a problem that should be reported to licensing authorities? Probably not as the director responded quickly, it was a short term problem, and healthy foods are now being served. Monitor to make sure healthy foods continue being served.


Example:

Concern over Staff: Child ratios (too many kids per caregiver) - sample notes:


Is this a problem that should be reported to licensing authorities? Yes.

Too many children with one caregiver is a safety problem. Inadequate supervision can lead to unintentional accidents or injuries because a child was not being watched or not involved in an appropriate activity. A child could wander and go into an area that is unsafe for their age. Since you have approached the director about the problem with no result, licensing authorities should be notified immediately. Be ready to provide the details that you have jotted down.


• When Meeting with Your Caregiver to Solve a Problem
• Prior to the meeting, have you reviewed the policy manual to see if the concern or process in question is covered?



Example: "Why am I being charged when Aaron was sick and didn't attend?"
Does the policy manual cover tuition payments during absences and vacations?
Is the caregiver not following written policy or what is stated in the admissions contract?


• Schedule a time when it is quiet, private, and each of you have the time to talk. Drop off or pick up time is NOT good, caregivers are busy with other families.



• State specifics about your concerns, do not be vague.



Example: "Only 3 diapers from Shannon's bag were used yesterday, and her bottom was really red when she got home. Did something happen that interrupted your diapering routine?"


• Ask the caregiver's thoughts on the issue - LISTEN. Use non-aggressive language:



Do: "I understand that there was a fight on the play ground. Can you please tell me what happened before, during and after?"
Don't: "Why didn't you stop Alex from punching my daughter? Were you even outside with them? She got a bloody nose and it got on her new coat - somebody's going to have to pay for that!"


• Offer suggestions and ask for feedback.



Example: There is a chronic biter in your child's classroom.
Do: "I've read that there are now consultants who come on site to child care programs to help with children who are chronic biters. Here's the phone number that was on the web site. Would you be willing to try this? I don't want Sara to be bitten anymore."
Don't: "I think you should kick Josh out of the program. Why are you protecting Josh more than my Sara?"


• Continue to dialogue until a solution is reached. Depending on the problem, the problem may not be solved immediately. Continue to observe for a few days.



• Give positive feedback when solutions have worked and problems resolved.



• Continue to evaluate and monitor.


If your child is in a center, start discussions with the child's teacher. If that doesn't fix the problem, set up an appointment with the Director of the program. Ask that the Teacher be included. If the Director doesn't respond and there is a Corporate Office or Board of Directors, take your concerns to them.


• Registering a Complaint to the State Child Care Licensing Regulatory Authority
Before contacting your regulatory agency, try to determine if your concern is a policy issue or a mandatory state licensing rule that is not being followed.

Examples of concerns that should be reported:

• Too few caregivers for the number of children in care.


• Consistently dirty kitchen or bathroom areas.


• Children having access to toxic substances or medicines.


• Play areas that have unsafe equipment.

Examples of issues that may not be a violation of licensing rules:

• Financial arrangements such as payment schedules.


• Caregiver vacation notification.


• Methods for handling a child that bites.

In most states these concerns are not covered by state rules.


If you have talked with the Director of the program or the family child care provider and

1. Can not resolve the problem; OR


2. Believe that children are in harm of serious injury, illness or abuse,

Then you should contact your state regulatory office responsible for handling complaints. You should be prepared to provide the following information:

• Name of the program/caregiver (specific teacher).
• Address.
• Statement of Complaint/Problem.
• How you became aware of the problem; what you observed.

Child Abuse or Neglect Complaints
If the complaint indicates child abuse or neglect, you most likely will be directed to your state's child abuse hotline.
See Child Abuse Reporting Telephone Numbers by State http://www.childwelfare.gov/pubs/reslist/rl_dsp.cfm?rs_id=5&rate_chno=11-11172
(For more information on recognizing child abuse and neglect - See Child Abuse Section)

Note to Caregivers wishing to register a complaint: State law should ensure that caregivers and child care staff, who report a violation of licensing requirements in the settings where they work, are protected from discharge, revenge, or other disciplinary action for that reason alone, unless it is proven that the report was malicious.

If your caregiver is unable or unwilling to solve a problem, see Selecting Child Care Section for information on finding a new setting.