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COAD Policies

CUSTOMER SERVICE POLICY

COAD Child Care Resource Network strives to provide high quality services to all clients in the child care community by maintaining an effective system for documenting and responding to complaints. Should a client be dissatisfied with a service provided, or have another type of concern or complaint, COAD-CCRN will give the matter prompt attention. COAD-CCRN will accept complaints in oral or written form by telephone, toll-free at 1-800-577-2276, by fax at 740-592-5994, or by email at This email address is being protected from spambots. You need JavaScript enabled to view it. "> This email address is being protected from spambots. You need JavaScript enabled to view it. . COAD-CCRN will take complaints from parents, providers, and other concerned individuals regarding services offered and provided by COAD-CCRN. Complaints will be recorded and handled in a confidential manner according to established procedures. All complaints will be referred to the Child Care Services Manager of the district office in which the complaint is against. In the event the complaint is against the Child Care Services Manager, all complaints will be directed to the Early Care and Education Division Director. The complainant will be asked to give the date of the incident, staff person involved, the office in which the complaint is against, and details regarding the complaint. The information gathered will be sent to the Early Care and Education Division Director for review. The Division Director will determine any action that needs to be taken. All complaints will be followed up with until all parties involved reach a mutually satisfying solution.

REFERRAL POLICY

COAD CHILD CARE RESOURCE NETWORK (COAD-CCRN) believes clients are best able to evaluate and choose care for their children because they understand their children's needs best. The COAD-CCRN Counselor will listen carefully to the client's requests to gain the detail needed to provide referrals that match the client's parenting style, interests, ethnicity, religious beliefs, race, culture, and other preferences. COAD-CCRN's goal is to assist clients in finding the most appropriate child care options available that meet the client’s needs, and to encourage clients to act on their own knowledge and feelings as they select among these possibilities. The personal information that is shared with COAD-CCRN will be kept confidential.

RESPONSIBILITY FOR SELECTING AND EMPLOYING A CHILD CARE PROVIDER RESTS WITH EACH CLIENT. COAD-CCRN DOES NOT GUARANTEE THE QUALITY OF, AND DOES NOT RECOMMEND THE PROVIDERS OR PROGRAMS INCLUDED IN THE REGISTRY. COAD-CCRN URGES CLIENTS TO CAREFULLY INTERVIEW, VISIT, COMPARE OPTIONS, AND CHECK REFERENCES BEFORE LEAVING A CHILD IN ANY CHILD CARE SITUATION. CLIENTS MUST CONTINUE TO MONITOR THE CHILD CARE PROGRAM AS LONG AS THEIR CHILD REMAINS ENROLLED.

COAD-CCRN maintains accurate, comprehensive information on available child care options, and information on how to choose child care. In addition, COAD-CCRN offers information on other client services, and how and where to access information on publicly funded child care, to assist clients to meet the financial burden of child care costs. Answers to questions regarding Ohio child care rules are available by asking the COAD-CCRN counselor or by contacting Ohio Department of Job and Family Services Ohio Department of Education
Child Day Care Licensing Office of School Readiness (614) 466-7765 or 1-866-635-3748 (614) 466-0224 http://jfs.ohio.gov/cdc/providers.stm

COAD-CCRN refers clients to programs that are LICENSED by ODJFS and ODE; family child care (FCC) homes that are CERTIFIED by the County Department of Job and Family Services or ALTERNATELY APPROVED through the Child and Adult Care Food Program (CACFP); to providers who are REGISTERED with COAD-CCRN and agree to maintain minimum health & safety standards; and to LICENSED EXEMPT School-Age Care Programs. COAD-CCRN recommends that clients request documentation from the providers during the interview process that they are legally operating in Ohio. COAD-CCRN does not guarantee providers are, in fact, meeting minimum prescribed standards. COAD-CCRN suggests clients visit, inquire, and satisfy themselves as to whether standards are being met throughout the child’s experiences in that child care setting.

COAD CHILD CARE RESOURCE NETWORK reserves the right to exclude providers from the Child Care Resource Network’s registry list if the following instances apply:

  1. Unresolved allegations of abuse and/or neglect exist.
  2. A 'licensed' program is under investigation for serious license non-compliance.
  3. Discrimination on the basis of race, sex, color, creed, age, sexual orientation, national origin, or disability.
  4. A 'registered' provider is not meeting COAD-CCRN's minimum standards for care.
  5. A Type B Family Child Care Provider no longer holds the desig nation of 'certified' OR 'alternately approved' to provide care.
  6. COAD-CCRN has received repeated substantiated complaints about the services offered or the provider.

CONFIDENTIALITY POLICY

All information on clients and providers who use any COAD-CCRN service is considered to be confidential. No one but COAD-CCRN staff will have access to client or provider files. All COAD-CCRN staff are required to sign a confidentiality statement upon employment that they understand and will uphold the COAD-CCRN confidentiality policies and procedures. All client information will be used internally in providing resource and referral services. Staff will always demonstrate non-judgmental, respectful service delivery in discussing individual cases and in the handling of client records. For reporting purposes and supply and demand requests, aggregate data and non-identifying information may be shared. Mailing lists of clients who have used COAD-CCRN resource and referral services are never made available to the public or sold for marketing purposes. Mailing lists of providers will not be distributed without the prior ap- proval by the Division Director. Client and provider observation and feedback are critical in the promotion of quality child care and COAD-CCRN encourages questions and suggestions.

DIVERSITY POLICY

COAD Child Care Resource Network provides an accurate and comprehensive resource and referral service that incorporates sensitivity to all clients' circumstances and requests. COAD-CCRN is committed to serving clients with sensitivity to the uniqueness of each of those we serve. Clients' requests bring differences in experiences, language, culture, ethnicity, race, interests, values, religious beliefs, economic status, parenting styles, etc. In addition, specifically for the COAD service area, the culture and issues unique to the Appalachian region also come into play COAD-CCRN staff brings to the service a variety of personal experiences and education to complement the range of clients’ requests. It is COAD-CCRN's belief that clients know best what they need. COAD-CCRN en- courages clients to provide the counselor all of their preferences, concerns, and needs so that a customized search can be completed for each client. COAD-CCRN is committed to being responsive to clients’ requests and to provide as many options as possible from which to choose. COAD CHILD CARE RESOURCE NETWORK encourages clients and child care providers to become familiar with COAD-CCRN's referral and complaint policies. The referral packet includes checklists of quality indicators, additional information on topics discussed with the counselor, and creative solutions to access care under non-traditional circumstances. Client observation and feedback are critical in the promotion of quality child care. COAD-CCRN welcomes questions and suggestions and encourage clients to inform us about conditions or practices which cause concern.

COMPLAINT POLICY

COAD CHILD CARE RESOURCE NETWORK (COAD-CCRN) is not a regulatory agency, but believes it is important to support the quality of child care in the community by maintaining an effective system for documenting and responding to complaints. COAD-CCRN will accept complaints in oral or written form by telephone, toll free at 1-800-577-2276; by fax at (740) 592-5994; or by email at This email address is being protected from spambots. You need JavaScript enabled to view it. . COAD-CCRN will take complaints from parents or other concerned individuals regarding child care providers included on the registry. Complaints will be recorded and handled in a confidential manner according to established procedures. COAD-CCRN will help the complainant clarify the nature of the problem, encourage discussion of the situation with the provider, and notify licensing and/or child abuse and neglect authorities when appropriate. COAD-CCRN encourages the caller to report to the proper authorities also when the circumstances of the complaint dictate additional intervention. This policy is subject to periodic review and revision by COAD-CCRN Administration.

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