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Arizona Department of Child Safety
Phone: Child Abuse Hotline 1-888-767-2445
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  • Home
  • About
    • About DCS
    • Administration
      • DCS Director McKay
    • Field Offices
    • Oversight
    • Policy & Procedure
      • DCS Policy & Procedure
      • DCS Rules & Rulemaking
      • DCS Equal Employment Opportunity Policy
      • DCS Non-Discrimination Policy
      • DCS Limited English Proficiency Policy
    • Procurement
    • We are Compassioneers
    • Career Opportunities
      • DCS Specialist/DCS Trainee
      • DCS Child Welfare Investigative Specialist (OCWI)
    • Community Advisory Committee
    • Community / Volunteer
      • Get Involved - Ways to Help
      • Community Partners
      • Community Volunteer Interest Form
      • FACT Program
    • Contacts
  • News & Reports
    • News Releases
    • DCS Reports
    • DCS Forms
    • DCS Pamphlets & Flyers
    • Strategic Plan
    • Performance Measures
      • DCS Monthly / Semi-Annual Report
      • Agency Progress
    • Child Fatalities / Near Fatalities
    • Process for Release of Info
  • Your Rights
    • Parents Rights
    • Victims' Rights
    • Indian Child Welfare Act (ICWA)
  • Foster & Adoption
    • Foster Care
      • Steps for Becoming a Foster Parent
      • Is Foster Parenting Right for Me?
      • Foster Care Licensing Agency Matrix
    • Adoption
    • Adoption Stories
    • Children's Heart Gallery
    • Search AdoptUSKids
    • Resources
      • Family Resources
      • Kinship Foster Caregivers
      • Current Foster & Adoptive Parents
  • Resource
    • Publications
    • Child & Family Services Review
    • Complaint or Disagreement
    • Frequently Asked Questions
    • Request DCS Information
    • Tips for Parents
  • Services
    • Comprehensive Medical & Dental Program (CMDP)
      • Members
      • Behavioral Health
      • Providers
      • Child Welfare Resources
      • Announcements
      • CMDP Provider Manual
      • Newsletters
      • Connecting Communities
      • Your Opinion Matters
      • LEP- Limited English Proficiency
    • Prevention
      • Safe Sleep
      • Arizona Families F.I.R.S.T.
      • Healthy Families Arizona
      • In-Home Services Program
      • Back to School Resources
      • Regional Child Abuse Prevention Councils
    • Investigations and OCWI
    • Office of Licensing & Regulation (OLR)
    • Young Adult
      • Independent Living Program and Young Adult Program
      • National Youth in Transition Database
      • Transitional Independent (TILP)
  • Report Child Abuse
    • Child Abuse Hotline
    • Safe Haven Newborn
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  • Resolve a Complaint or Disagreement with DCS

Resolve a Complaint or Disagreement with DCS

DCS offers a series of steps to address and resolve complaints or disagreements.  If you have a complaint with DCS, follow these steps:

Step 1:  Attempt to resolve disputes with the DCS Child Safety Specialist

Address your issue directly with the Child Safety Specialist.  We suggest you contact the assigned Specialist by phone and stay in control of your emotions while addressing the problem.  There is no need to leave repeated messages.  Please allow two working days for the Specialist to contact you.  If you do not receive a response within two working days, submit a written communication by email or mail outlining your concerns.  Keep a record of your calls and/or a copy of your written correspondence.

If step 1 fails, proceed to step 2

Step 2:  Elevate your concern to the DCS Supervisor

If your attempt to resolve your concerns with the case specialist fails, contact the DCS Supervisor.  Follow the same process in attempting to speak with the supervisor.

If step 2 fails, proceed to step 3

Step 3:  Contact the DCS Ombudsman's Office

The DCS Office of the Ombudsman assists parents and guardians who are involved with DCS, their families and other interested parties when they are dissatisfied with services, actions or lack of actions, or their treatment by DCS staff.  The DCS Office of the Ombudsman will review your complaint and determine the type of response needed.  Responses may include:

  • A referral to the appropriate DCS management staff;

This occurs when it is determined that the problem can be readily resolved by speaking with the correct management staff.

  • A response by the DCS Office of the Ombudsman;

This occurs when it is determined that the problem requires a review of the case record and contact with field staff on your behalf by DCS Office of the Ombudsman staff to obtain a needed response or action.  DCS Office of the Ombudsman staff can also assist by explaining the DCS process for investigations, dependency/court actions, providing information on policies, procedures and statutory requirements, mediating disagreements between you and specific Department personnel, and assisting with the elimination of barriers to services.

  • A Client Grievance

This occurs when other conflict resolution methods have been unsuccessful and a more formal process is needed.  If this is determined to be the appropriate response, the DCS Office of the Ombudsman will provide you the Level I Client Grievance form and further explain the grievance process.  A grievance ensures complaints are addressed at the lowest management level by those most familiar with the situation, provides for a face to face meeting with management staff, and requires specific response time frames with thorough documentation of the complaint and resolution process.

 

Click here to file a complaint online

 

NOTICE OF AGENCY OMBUDSMAN

The Administrative Procedure Act requires the publication of Notices of Agency Ombudsman. Agencies shall publish annually in the Register the name or names of those employees who are designated by the agency to assist members of the public or regulated community in seeking information or assistance from the Agency. (A.R.S. § 41-1006)

What if I want an outside agency to review my concerns?

Arizona Ombudsman-Citizens’ Aide

The Arizona Ombudsman-Citizens’ Aide is an independent agency of the Arizona Legislature that was established to make government more responsive to Arizona citizens. It is the office that Arizona citizens can turn to when they feel they have been treated unfairly by a state administrator, agency, department, board, or commission. The services of the Ombudsman are free and confidential. The office is given its authority by Arizona Revised Statute sections 41-1371 through 41-1383 and operates under Arizona Administrative Code title 2 chapter 16.

If you wish for the Arizona Ombudsman-Citizens’ Aide to review your concerns, please contact them at www.azoca.gov or Phone: (602) 277-7292 or Toll Free: (800) 872-2879

 

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Complaint or Disagreement

People in a meeting room

Issues or concerns with a DCS Case
Please contact the DCS Family Advocate at:
1-877-527-0765 or (602) 364-0777

Resource Family Issues
Please Contact the Foster Care and Adoptive Family Liaison at (877) KIDS-NEED-U

(CLICK HERE for a Client Grievance Form)

( CLICK HERE para un Formulario de Queja de Cliente)

(CLICK HERE for the DCS Office of the Ombudsman/Grievance Policy) 

 

For Additional help

The Parent Assistance Program, operating through the Administrative Office of the Courts, provides a hotline designed to help parents, guardians or custodians. The Parent Assistance Program can:

  • Assist callers in understanding the Arizona dependency process;
  • Without giving legal advice, offer options and resources related to dependency issues;
  • Help to identify resources for family issues.

 

TO CONTACT THE PARENT ASSISTANCE PROGRAM CALL:
Phoenix: (602) 452-3580
Statewide toll-free: 1-800-732-8193
TDD Line (602) 452-3545

The Arizona Ombudsman Citizen’s Aide Office is available to handle inquires, concerns and complaints about agency actions, including DCS. This office may be able to help you to resolve your complaint.

TO CONTACT THE OMBUDSMAN-CITIZEN’S AIDE OFFICE CALL: 
Phoenix: (602) 277-7292 
Statewide toll-free: 1-800-872-2879

 

 

 

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