A comprehensive infrastructure that supports Quality Child Care

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Complaint Investigation Process
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Linking Licensing to Quality Child Care is a
joint project of Child Care Connection Nova
Scotia and the Provincial/Territorial Directors
of Child Care/Early Childhood Development
Services. The project is funded through the
Government of Canadas Social Development
Partnerships Program. The opinions and
Interpretations reflected in this presentation
and in the project are those of the authors and
do not necessarily reflect those of the
Government of Canada.
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How Complaints are Investigated

• The purpose of the complaint investigation
  process is
• To ensure that children in the child care
  facility are safe and receiving proper care
• To identify any areas of non-compliance with the
  Licensing Act
• To implement any follow-up strategies that might
  be needed

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The Investigation Process
Intake
Outcome/Follow up
Investigation Framework
Risk   Assessment
Collection of Evidence
Immediate Response
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Intake - How Complaints are Made

• Someone believes that inappropriate care is being
  provided to children and they complain to the
  government department that is responsible for the
  licensing of those facilities. These complaints
  may be made anonymously
• Complainants concerns are considered his/her
  view of the situation
• Complainants are asked to define and document
  his/her concerns
• If concerns fall within the mandate of licensing
  standards for child care, an investigation is
  initiated
• Licensing works in cooperation with other
  jurisdictions if complaint falls within the
  mandate of the other jurisdictions.

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Risk Assessment - How complaints are investigated

• The evidence provided by the complainant is
  examined to determine if children are at risk in
  the child care facility.
• How quickly the complaint is investigated is
  determined by the risk
• Low risk The facility may be in non-compliance
  with Regulation, but there is no immediate risk
  to children.
• Medium risk There is low immediate risk, but
  with continued exposure to the situation, the
  risk of physical or emotional injury increases.
• High risk The situation is emergent or critical.
  If the situation continues, it is probable that
  further injury (physical or emotional) will
  result.

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Case Example Preschool Room

• I heard the caregiver in the pre-school room
  tell a little boy that he was a brat and she
  hated him.

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Case Example Kindergarten Room

• In the kindergarten age room, a childs drawing
  was torn up by the staff person and thrown in the
  garbage. The child was told that the picture was
  not good enough to keep.

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Case Example 3 Year Old Room

• My child came home in dirty underwear. I think
  the staff in the 3 year old room should be
  helping the children with their toilet needs.

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Immediate Response

• The first concern of the investigator is to
  ensure the safety of the children in the child
  care facility

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Collection of Evidence

• Evidence can be collected by using
• Interviews
• Observation
• Surveillance
• Photography
• Scene drawing
• other methods

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Outcome/ Follow Up

• The information obtained throughout the
  investigation is assessed and it is determined if
  all reasonable enquiries have been made. If so,
  the Investigator analyzes the information and
  determines
• If the evidence does or does not support/confirm
  the allegation.
• OR
• If the evidence is unclear/conflicting and
  requires additional investigation or follow up.

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Complaint Investigation Process
Intake
Outcome/Follow up
Investigation Framework
Risk   Assessment
Collection of Evidence
Immediate Response