As much as we appreciate receiving positive feedback, we realize that there may be points in the process when you are not satisfied.  Your first step is to be open and direct with your social worker.  We understand that this can be difficult.  Sometimes clients feel that they will be penalized for raising concerns or complaints.  In fact, we value your feedback and we pledge to use it constructively. 

• When you have a concern you should share it with your social worker.  If you are more comfortable sharing your concern directly with the supervisor you may certainly do so.  Please know, however, that it is our practice at The Cradle to keep all lines of communication open.  Thus, you should expect that the supervisor will share your concern with your social worker.  Open discussions can often address the concern and resolve the issue satisfactorily.  If, however, you are not satisfied with the outcome after these discussions, you may initiate a formal Problem Resolution Process.
  
  
• The first step of the formal Problem Resolution Process is to take the time to describe, in writing, the nature of your concern and forward it to your social worker.  The Agency will initiate an investigation of your complaint within 2 business days upon receipt of the complaint. Your social worker will share this with his/her supervisor. The supervisor and your social worker will meet to discuss your concerns and determine whether correctable action is indicated.  You may be asked to meet with your social worker and his/her supervisor.  If this step fails to resolve your concern, your letter will be shared with the Executive Director of Adoption Services/Vice President, Professional Services (“Executive Director”).
  
  
• The Executive Director will work with you, your social worker and the supervisor to resolve your concerns.  If this step fails to resolve the matter satisfactorily for you, you may request to involve the President of The Cradle. 
  
  
• The President, Executive Director, social worker, and supervisor will review your concerns, the discussions that took place during the prior steps to this process, and options for reaching a final decision.  This decision will be binding and cannot be appealed.  You will be notified of the final decision and you are entitled to a written explanation, which will also be included in your file.
  
  
• We will endeavor to expedite this process, but the actual amount of time it takes depends on a variety of factors including the availability of all the staff members involved. Iin no event will it be longer than 10 business days unless extenuating circumstances exist which require additional time for resolution.  Should this occur, you will be notified at least by day ten of the need to continue the investigation.
  
  
• As required by law, the Agency will report the outcome of its complaint investigation in writing to the Department of Children and Family Services (DCFS) regional licensing office or the DCFS Licensing Representative within 10 business days after complaints are received unless extenuating circumstances exist which require additional time for resolution.  DCFS will also receive an update at day ten should additional time be required.  The Executive Director of Adoption Services will be responsible for reporting on the nature of the complaint and resolution at the Agency’s next Board of Directors meeting.
  
  
• At no time will the Agency retaliate against complainants.