CCR Policy for Complaints 
against Providers, Parents or 
CCR Referral Staff

Provider Complaint/Database Elimination Policy: 
(For complaints AGAINST Child Care Providers or Programs)

• Child Care Resources staff will not make referral decisions based on hearsay. 

• Parents with alleged license violations against a provider/program will be strongly encouraged to call the Bureau of Child and Adult Licensing (BCAL) with those concerns. 

• CCR staff will supply the caller with the appropriate phone number.

• If the parent shares the name of the provider in-question, the Referral Coordinator may also call BCAL to inform him/her of the nature of the complaint, without offering judgment as to the validity of the complaint, unless the Referral Coordinator has independent first-hand knowledge to corroborate the complaint.

• Any CCR staff, upon visiting a home or center, must report observed noncompliance by the provider or within the facility to BCAL.

• BCAL should notify CCR of providers placed "on hold" status while under investigation. BCAL will notify CCR of the revocation of a license, after the provider has been notified.

Staff will record the following process in database:

• All calls from BCAL regarding an investigation will be immediately recorded in the CCR Work Life Systems Database (WLS) using the phrase "on hold per BCAL " and the date of notification as the explanation.
• Providers "on hold" will be entered as having "0" vacancies in WLS. They will not receive referrals during the time they are under investigation and will not be considered eligible to participate in any CCR programs. 
• Staff will be encouraged to check the status of a provider’s license before they are enrolled in any CCR programs or projects.
• The provider will be considered active and eligible for all programs after receiving notification of a favorable resolution of the investigation.
• Revoked status providers will be immediately deleted from WLS and totally ineligible for any other CCR programs or projects.

Parent Complaint Policy:
(For complaints AGAINST Parents)

• Child Care Resources’ staff will provide support to a provider who may be having a conflict/situation with a family in her/his care.

• Avoiding a judgmental stance, the staff person can suggest possible resources related to the situation.

• Information about the parents given by the providers will not impede referral searches for new child care arrangements.

• Suspected abuse/neglect: If the provider suspects an abuse and or neglect situation on the part of the parents, she/he must report this to Child Protective Services, as per Michigan law, and to BCAL. CCR staff will assist the providers with the appropriate phone numbers.

Referral Complaint Policy:
(For complaints AGAINST Child Care Resources' Referral staff)