CCDCFS and its employees make every effort to assist the families we are working with in understanding our services and want to work with you to provide the best outcomes for your children and your family. We strive to treat everyone with respect, include them in service planning and minimize any potential conflict. In the event that any client has a concern or complaint about their services, procedures are in place to resolve these issues.
When working with our agency, make sure you understand our role, our services and our procedures. If you do not understand these three things, please contact your caseworker. It is also important that you know your caseworker’s name, telephone number and e-mail address and your caseworker’s supervisor’s name, phone number and e-mail address.
Please keep in mind that all of our staff are helping multiple families and may take a day or two to get back to you. In addition, there are times when certain agency policies, procedures or even state laws might keep us from resolving a situation exactly as you wish.
- First and foremost, all concerns should be taken up with your caseworker. Clients should contact their worker, explain their concerns and work together to resolve the issue.
If, after contacting the worker, you still have concerns, you should contact the worker’s immediate supervisor or Senior Manager to discuss your concerns and work together to resolve the issue.
- If you have gone through this process and still feel your concerns have not been addressed, you may contact the CCDCFS Customer Relations Unit at 216-881-0000. The Customer Relations staff will contact your worker and/or supervisor to try and resolve the issue for you informally.
- If the issue is not resolved at this level or persists, the customer service staff will contact the Senior Manager on your behalf and request a response to your concerns in writing.
On rare occasion, the Senior Manager or Customer Relations Administrator will request a review of your case to address the concern. After the review, you will receive a response to your concern in writing from a senior agency administrator.