Should a difference arise between an applicant and an AOW staff member, such differences shall be handled in the following manner:
STEP ONE
Grievances shall be discussed with the AOW staff member involved. The applicant(s) and the AOW staff member shall each document the grievance in writing for their own record.
If satisfaction is not obtained, normally within two (2) working weeks, the applicant(s) should immediately inform the AOW staff member in writing as to the nature of the grievance and that a conference with the Director of Administration is requested. If the grievance is with the Director of Administration, you can skip to STEP TWO.
The Director of Administration will grant a conference with the applicants, including the AOW employee to discuss the complaint and make every attempt to reach a resolution.
If, after following the internal procedure, the applicants are not satisfied with the results, they may proceed to STEP TWO of the grievance procedure.
STEP TWO
All formal complaints regarding AOW should be filed with the Department of Children and Families (DCF). DCF will then investigate or determine whether there is cause to investigate each formal complaint.
When DCF receives a formal complaint, they may investigate the premises and records and question the agency and staff. DCF will attempt to resolve the situation through negotiation and other appropriate means.
If no resolution is reached, DCF shall forward the formal complaint, results of the investigation and any other pertinent information to the unit within the department that is empowered to take further action.
Requests for appeal information can be made by contacting:
Department of Families and Children
Division of Hearings and Appeals
P.O. Box 7875
4822 Madison Yards Way
Madison, WI 53705
**APPLICANTS WILL NOT BE SUBJECT TO REPRISALS FOR FILING A COMPLAINT.
