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How to File a Complaint with Community Care Licensing | CDSS CCLD Childcare Videos | YouTubeToText
YouTube Transcript: How to File a Complaint with Community Care Licensing
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Video Summary
Summary
Core Theme
This content emphasizes the importance of public vigilance in ensuring the health and safety of children in childcare facilities by outlining the process and importance of filing complaints with Community Care Licensing (CCL).
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(Series Host) Parents, the general rule with complaints is
if you see something, say something.
Saying something might mean notifying your provider
if you have a minor concern, or speaking to them directly
if you think you see an immediate health or safety risk.
Most providers will respond positively to such input from families.
However, if your child's provider does not address your concerns,
you may need to take further action.
In most of these cases, filing a complaint
with the licensing department will be the next step.
(Community Care Licensing Representative 1) Reports received by Community Care Licensing
about situations that may threaten the health and safety
of children in care are always taken seriously.
(Community Care Licensing Representative 2) Whether you're a family member of a child in care,
an employee of a facility, or a concerned member
of the community,
anyone who sees what they believe to be a problem
at a child care facility can and should report it.
If you see something, say something.
(Community Care Licensing Representative 3) A formal complaint begins a process
that can determine whether or not a facility is in compliance
and can help make it possible
that violations in facilities are investigated and corrected.
(CCL Rep. 2) If parents are familiar with regulations
that affect their child's safety, they can be especially helpful
in keeping facilities in compliance.
(CCL Rep. 1) While there are child care facilities
that do not require a license because they are legally exempt,
there are some facilities that are unlicensed and providing care illegally.
(CCL Rep. 2) If you become aware of an unlicensed child care facility,
please file a complaint with licensing.
Unlicensed facilities are operating outside of licensing laws and regulations.
These facilities put children at risk
because they don't have required safeguards in place.
(Host) "What are some general categories that complaints fall under?"
Most complaints concern health and safety,
care and supervision, and recordkeeping.
If you think a child care provider
is violating licensing laws and regulations,
you are encouraged to file a complaint.
(Host) "How do I file a complaint about a child care provider or facility?"
There are a few ways that complaints can be filed.
Community Care Licensing has a centralized complaint
and information bureau which maintains a complaint hotline
that you can call.
The phone number is 1-844-538-8766.
That's 1-844-Let-Us-No.
Or you can use the email address, letusno@dss.ca.gov.
You can also go to the Community Care Licensing website
at www.ccld.ca.gov.
There is a link that allows you to email a complaint directly
to the division's webmaster.
Finally, you can write a letter and either mail or fax it
to the Community Care Licensing office in your community.
(Host) "What information should I provide when I file a complaint?"
First, and most importantly, please make sure
you provide your name and contact information.
This will allow Community Care Licensing
to contact you if more information is needed,
call you back if you were disconnected,
and follow up with you about the results of the complaint investigation.
Be assured your identity will not be revealed to anyone
while the investigation is being conducted,
including the licensee.
You must also provide the name of the facility,
its location, and if possible, the facility license number.
In addition, the more information you can provide
about your concern, the better, including:
what you saw; when and where you saw it;
who or what was involved in the situation,
such as a provider or teacher,
one or more children, or a piece of equipment.
(Host) "What happens after I file a complaint?"
Community Care Licensing must initiate an investigation
within 10 days of receiving a complaint.
However, if another agency is also involved in the investigation,
we may exceed that time frame.
If the investigation reveals a licensing violation,
and the allegation needs further investigation,
then licensing staff will estimate time for completion
on the complaint investigation report.
Though the investigation should not take longer than 90 days,
if other agencies are involved, it could exceed this time frame.
Regardless of the outcome, Community Care Licensing
will contact you with the results of the investigation
as long as you provided your contact information.
(Host) "Are there any complaints that Community Care Licensing
does not investigate?"
Community Care Licensing is responsible for upholding
California's licensing laws and regulations.
Complaints that do not come under the jurisdiction
of our department include:
employee complaints about salary or lack of payment,
violations of local ordinances that are not related
to children's safety, and contractual disputes
between parents and providers.
Community Care Licensing may not investigate
if they receive complaints that are intended to be retaliation
against the licensee or staff.
(Host) We can all play an important role in protecting the health
and safety of children in child care.
Let's remember these key points about filing complaints
with Community Care Licensing.
Any member of the public can file a complaint
about a child care facility.
If you see something, say something.
Your complaint will help keep children in care safe.
The types of complaints that should be directed
to Community Care Licensing include:
health and safety concerns, care and supervision issues,
and recordkeeping concerns.
Formal complaints can be submitted using
the Community Care Licensing hotline, 1-844-538-8766,
that's 1-844-Let-Us-No,
or through email, letter, or fax.
Including specific information about the facility
and the nature of the complaint will help ensure
that Community Care Licensing can respond quickly and effectively.
When you report suspected violations,
you not only protect the children,
but you also perform a service to the community.
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