Sometimes there may be a problem with the way we are providing service to you. If there is, we would like to solve it. Here are the steps you can take with us to try to get it settled.
1. Talk to the Social Worker
Explain the situation and see if you can find an answer. Often there is one. If you have already tried this or you don’t think it will work, go on to the next step.
2. Talk to the Casework Supervisor
The worker or the receptionist will be able to tell you who this is. You can talk to the supervisor on the phone if you like, but you also have the right to have a meeting. Within ten working days of the meeting, the supervisor will get back to you in writing with a response to your problem.
3. Talk to the Executive Director
If you still feel there is a problem, you have the right to discuss it with the Executive Director. In most cases the Executive Director will want to meet with you to hear your problem. Within ten working days of the meeting, the Executive Director will reply to you in writing.
Review by the Department of Community Services
If you are not satisfied with the response you have received from the agency, you may have the situation reviewed by the Department of Community Services. There are two steps.
1. Review by the Western Region Administrator
You may call the regional office to arrange for a meeting. You will receive a response within fifteen working days of the request.
2. Review by the Director of Child Welfare
This is the final stage in the review process. The Director will respond in writing within twenty working days.
Court Matters
This procedure does not apply to what is taking place in a court hearing. If you are unhappy about what is happening in court, you should discuss it with your lawyer.