COMPLAINT PROCESS- EVALUATION
Evaluation is a very important part of resolution when a complaint has been made. Once you have resolved the allegations filed against you, by correction, or successful challenge, or entering into some type of interim agreement. You should determine what comes next. As difficult as the complaint process is, it can also provide a valuable learning experience and an opportunity to evaluate your program and the complaint process. Here are some questions you should ask yourself:
• Were you adequately informed about all the regulations and policies governing your business before the complaint occurred? If not, how do you plan to correct that problem, if you have not already done so?
• Was your documentation sufficient to assist you during the complaint process? This includes: documentation of incidents, contracts, child care records, attendance records, and your visit notes. If not, how have you corrected that problem? Have you organized and integrated all the documentation that resulted from the complaint investigation?
• Have you considered changing your provider/parent contract to better inform parents and to better protect your program in the future?
• Have you carefully looked at your policies and procedures to see if any changes need to be made to clarify any misconceptions about what is expect of you and/or the parents?
• Have you incorporated procedural changes that will help you assure the health and safety of your environment as well as the health and safety of participating children?
For example: Devices like daily checklists and periodic safety evaluations.
• Have you been proactive in protecting your good reputation? If citations are listed on the state’s website, do you understand the procedure for correcting this information or under what circumstances the citation information is removed?
• Have you been proactive about identifying training or resources which would help you improve the childcare service you currently provide and to help you avoid problems in the future?
Take a good look at your own goals and objectives. Have they changed by this experience? Childcare is a remarkably rewarding profession, however experiencing a complaint investigation can result in some very negative feelings. Keep a positive attitude as you go forward. Be careful about allowing an unpleasant experience to alter the quality of your program or adversely affect how you interact with the people you need to be able to conduct business with.