Illinois DCFS Required Documentation

Children's Hope international - Grievances, Incidents and Accidents

Grievances, Complaints, Accidents or Incidents that occur during the course of the delivery of Children’s Hope International services must be reported.  Once a complaint is received, the agency will initiate an investigation within two business days.  Additionally the outcome of the investigation will be reported to the Division of Family Services regional licensing office or the Division of Family Services licensing representative in writing (as well as to the complaining party in writing) within ten business days after the receipt of the complaint.  The Executive Director of Children’s Hope International will be designated to accept consumer complaints.  Resolutions of all complaints will be reported to the agency board of directors at its next meeting.  Resolutions reported to the board will include a copy of the written complaint and agency response.  The Board Meeting official minutes will reflect the complaint and it’s resolution.  For clients with special needs, the client shall be provided assistance by an agency staff person as needed or requested in order to submit a complaint in writing.  The agency shall maintain written documentation of all complaints received.

In the event that extenuating circumstances exist which require additional time for resolution, an interim report will be provided to the complaining party and Division of Family Services at the ten-day point with a final report at the conclusion of the investigation.  Interim reports will include the reason for the delay and estimated date of completion of the investigation and response.  Interim reports will include a copy of the written complaint.  Agencies will not retaliate against complainants.

All complaint policies and forms will be available on the agency website.

Agencies will not make the grievance procedure unduly burdensome to complainants by establishing procedures for which there is no practical purpose.

Grievances and accidents will be reported on a Grievance/Accident/Incidence Report to be completed by the subject individual.  Incidents, which are generally occurrences or events that interrupt normal procedure or precipitate crises, are to be reported by one or more persons involved in the incident.

Incidents include a disruption (or possible disruption) of an adoption.  In the case of a potential disruption, appropriate Children’s Hope International staff can report the matter on the Family Support Services Request and History Form or the Grievances/Accidents/Incidents Report.

Reports will be filed with the Branch/Program Director.  A director upon receipt and, in their discretion will review the report, with consultation from other directors (if necessary).  The director will take appropriate action to address the matter within the scope of the director’s authority and provide such action is consistent with the practices and policies of the Agency.  The Executive Director will act on all matters that can be resolved by other previously listed actions.  In the event the Executive Director cannot resolve a matter, a Grievance Committee will consider the matter.

The Grievance Committee is a subcommittee of the Board of Directors and is comprised of at least three members of the Board.  The Grievance Committee will consider both written and oral testimony from all parties involved in a grievance matter.  The decision of the Grievance Committee will be the final decision regarding the matter.

Additional information for Adoptive Families:

Overview of Adoption Fees, Rights, Refunds

CHI Annual Reports