What does the Office of Client Rights do?
The Office of Client Rights serves constituents of Franklin County Children Services and the public in answering questions, responding to complaints and/or concerns, and facilitating appropriate resolution in a prompt, professional, and fair manner.
How do I contact the Office of Client Rights?
The Office of Client Rights is available Monday through Friday 8:00 a.m. to 5:00 p.m. Contact them as follows:
How do I file a grievance?
Resolving complaints can take different forms such as working with the assigned service team, associate director, or through participating in a pre-grievance meeting. These preliminary efforts shall be offered by the Office of Client Rights to avoid a formal filing of a grievance whenever possible and appropriate. Once it is deemed appropriate by the Office of Client Rights to participate in a formal grievance, those entitled to access the formal grievance process includes parents, legal custodians, legal guardians, foster caregivers, kinship caretakers, applicants or providers of approved adult-supervised living arrangements, and children who have interacted with the agency for any purpose related to the agency’s function. Grievances may be filed no later than 30 calendar days after the event or learning of the event.
How do I file an appeal?
Those entitled to access the formal appeal process includes the individual who the agency has found to be a Substantiated or Indicated perpetrator of child abuse and/or neglect after an investigation has concluded. No appeal can be processed until all cases in a criminal court related to the investigative finding has been resolved or until all cases in a juvenile court related to the investigative finding have been adjudicated. Appeals may be filed no later than 30 calendar days following mailing of said disposition finding.
How does the Youth and Family Ombudsmen Office submit a complaint to the Office of Client Rights on behalf of a constituent? The Family and/or Youth Ombudsman wishing to bring a matter to the attention of the Office of Client Rights may contact the Office of Client Rights directly.
What are my rights? The Consumer Rights and Information Booklet is available in your preferred language. Other languages are available upon request.
What if I feel as though I have been discriminated against?
A person who is a constituent of Franklin County Children Services (except agency employees for the purpose of this Office of Client Rights webpage) who believes that he/she, or any specific class of persons, has been subjected to unlawful discrimination on the basis of race, color, national origin, disability, age, sex or religion may file a written complaint with the agency outlining the alleged discriminatory act(s).
Discrimination complaints may be filed with the Office of Client Rights using the information above or with the Bureau of Engagement, Advocacy, and Development (BEAD), formally the Bureau of Civil Rights, by contacting them: