Complaint Policy
  Complaint Policy
  Child Care providers will not be referred only after a complaint has been substantiated by the Department of Human Services, or law enforcement. Providers will not be referred when their license has been revoked or suspended until the license has been reinstated.

Implementation Process:
The Morgan County Family Center assists parents with their child care search by providing consumer education on choosing child care, and by giving appropriate referrals to legally operating child care. An effective and fair procedure for receiving and responding to concerns and complaints is a very important aspect in supporting quality child care. The Morgan County Family Center refers parents to licensed and provisionally licensed child care facilities and homes and to legally exempt providers who certify that they are in compliance with State requirements.

However, no child care provider has an unconditional right to have a “refer” status. The Morgan County Family Center reserves the right to move a provider to “do not refer” status if their license has been revoked or suspended by the licensing authority or if the Department of Human Services or law enforcement has a substantiated complaint against them. This policy is meant to provide a set of clear and equitable procedures for handling complaints in order to protect children, parents, providers and the Morgan County Family Center. Providers will be informed at initial contact and again yearly in the newsletter of the existence of the complaint policy.

The Morgan County Family Center will utilize information obtained from the State of Colorado Division of Child Care to determine if any licenses have been revoked or suspended. Providers’ status will move to a “do not refer” status when the licensing authority has revoked their child care license. When the child care provider’s status is changed to “do not refer”, the provider will be notified in writing of the action. When the child care provider’s license has been reinstated by the licensing office, the provider may be moved to “refer” status.

Approved by the Morgan County Family Center Board of Directors 12/12/02
reviewed 12/14/06
  Customer Complaint Policy and Procedure:
  The policy of the Morgan County Family Center is to deal with all customer complaints fairly.

To achieve this, the following procedure has been adopted:
  1. All complaints are to be submitted in writing to the Executive Director and include the details about the complaint and the date when the action occurred. In the event the complaint involves action taken by the Executive Director, the complaint shall be submitted directly to the president of the Board of Directors.
  2. Any written complaint received will be acknowledged in writing, confirming that it is being dealt with in accordance with the Morgan County Family Center policy.
  3. Every written complaint will be investigated properly and fairly.
  4. Every effort will be made to acknowledge all complaints within a period of five working days.
  5. When it is found that any work is required or action needed to resolve the complaint, it will be undertaken in the shortest possible amount of time.
  6. Where it is impractical to resolve the complaint to the satisfaction of the customer, the complaint may be referred to the Board of Directors.
    Approved 05/10/2007