Filing a Complaint about a Case Worker

Steps to File a Complaint Against Your Caseworker

Throughout this process, include the Guardian Ad Litem (GAL) and your attorney in your communication so they are aware of what is going on with the case.

Step 1: Discuss your concerns with your case worker. If you can't reach your worker directly, you can try contacting your local MDHHS office and ask to speak to your worker or their supervisor.

Step 2: If your worker does not address your concerns, ask them to meet and include their supervisor to discuss your concerns.

Step 3: If after speaking to your case worker and their supervisor, your concerns are not resolved, ask to speak to the supervisor’s manager so you can discuss your concerns with them.

Step 4:

·       If after completing steps 1-3, your concerns are not resolved and your caseworker is an MDHHS worker, contact the MDHHS County Director for your county. You can find contact information for each County Director here. Tell the County Director about your concerns and what steps you have taken to resolve those concerns.

·       If your worker works for a private agency (i.e., Child and Family Services, Bethany Christian, etc.), contact the Private Agency Director. You can find their contact information through Google. Ask to include your county’s private agency monitor. A private agency monitor is an MDHHS employee who oversees the private agencies in your county. Discuss your concerns and what steps you have taken to resolve those concerns.

Step 5: If your concerns are not resolved after taking steps 1-4, ask the County Director or Private Agency Director to provide you with the contact information for the Business Service Center (BSC) Director. BSC Directors oversee a region of counties and County Directors report to BSC Directors. Discuss your concerns and what steps you have taken to resolve those concerns.

Step 6: If your concerns are not resolved after steps 1-5, email the Children’s Services Administration (CSA) Director. The CSA Director oversees all counties, county directors, and BSC directors in the state of Michigan. You can email the CSA Director at MDHHS-ChildrensServices@michigan.gov.

Step 7: If your concerns are not resolved after steps 1-6, contact the Director of the Michigan Department of Health and Human Services, who oversees the Children’s Services Administration Director. You can email the MDHHS Director at MDHHS-Director@michigan.gov.

When Should You Expect a Response?

You should expect an acknowledgement of your email or phone call within two business days. This might look like the person who received your email responding by email to say, “Received. I am going to speak with my supervisor about this and get back to you early next week.” If they do not respond back when they say they will, contact them again and say, “I’m following up on my email/phone call from [insert date].”

If you do not get a response to your email or follow-up communication within a few days, move on to the next step. Let the person you speak to in the next step know that you contacted the person before them twice and did not receive a response.

Other Helpful Advice

·       Keep a copy of every email you send for your records. If you make a phone call, keep a list of the calls you made and when you made them. Also, do not delete these calls from your cell phone call log.

·       What to include in your communication about your complaint:

o   Start your email or call with a greeting, tell them who you are, and let them know why you are contacting them. For example:

§  Hello, my name is [insert your name]. I am the parent of [insert your children’s names]. I am writing to share my concerns about how my daughter has been treated in her current placement.

o   Tell them what your concerns are. Be specific about facts, include dates and times if you have them. If you talk about documents or emails, include copies of those in your email or offer to send email documents to them if you are speaking to them on the phone.

o   Tell them what resolution you are looking for. For example:

§  “I’d like to meet monthly with my caseworker to discuss the case and ensure we are on the same page.”

§  “My child has said they have not been allowed to call me when they want to. I would like the caseworker to speak to the foster parent and ensure my child can call me whenever they want to.”

·       Although you might feel angry about how your case is being managed. Make sure that all your communication is respectful and professional. If you are not respectful and professional, the MDHHS or private agency staff you speak to might be less likely to help you or communicate with you directly.

What Happens If You Follow All the Steps and Your Concerns Are Not Addressed?

If your concerns are not resolved after taking the above steps, you can also contact outside agencies whose job it is to hold the MDHHS accountable. Those agencies include:

1. Office of the Child Advocate

·       When a complaint is filed with the Office of the Child Advocate (OCA), the Child Advocate's staff can investigate your case.

·       All complaints go through a preliminary investigation process where the Child Advocate determines if a full investigation is warranted and if so, an independent investigation into the complaint is conducted. 

·       After an investigation is completed, the Child Advocate may present any relevant recommendations to the Governor, Legislature, and the MDHHS Director if the Child Advocate believes that the results will improve Michigan's child welfare system. 

·       The OCA has no legal authority to investigate complaints that exclusively involve:

-         Employee issues (rude behavior, poor communication)

-         Complaints against a court, Judges, attorneys, and law enforcement agencies

-         Friend of the Court issues (custody, parenting time, child support)

-         Guardianships

-         School problems

-         Court orders

-         Adult Protective Services

-         Individuals making false CPS complaints

2. Office of Civil Rights

·       If you believe you have been the victim of unlawful discrimination within the past 180 days, you can file a complaint online or by calling 1-800-482-3604. If you have questions about civil rights or believe you have been discriminated against, contact MDCR by phone (1-800-482-3604), in writing, online or in person.

3. Legislative Representatives

·       If your concerns have not been addressed by following the above processes, you can contact your local legislator. You can find contact information for your local legislator here. Every local legislator has staff who address concerns from the voters in their area. If contact your local legislator, ask them to contact MDHHS on your behalf to get your concerns resolved. 

FILING A LICENSING COMPLAINT

If you have specific concerns about the safety of your child or their safety where they are placed (i.e., a foster care home, child caring institution, etc.), you can file a complaint with the Division of Child Welfare Licensing (DCWL)

The Division of Child Welfare Licensing receives and processes complaints against counties, private agencies, and facilities and institutions that take care of children.

How to Make a Complaint

When making a complaint, fill out the complaint form as completely as possible. You are not required to give your name or contact information. However, if you do not provide it, a licensing consultant will not be able to contact you if additional information is needed. If you provide your name, it will be kept confidential and will not be released unless ordered by a court. 

To make a complaint, fill out the Online Complaint Form. If you cannot complete the online complaint form, you can print and complete a paper Complaint Form, CWL-260 and mail, fax, or fax it to DCWL

Mail: Michigan Department of Health and Human Services
Division of Child Welfare Licensing
235 S Grand Ave, Suite 1305
PO Box 30037
Lansing, MI 48909

Fax: 517-284-9719

Email: MDHHS-DCWL@michigan.gov