1. Washington State Office of the Family and Children’s Ombuds
CA Supervisors Training
Wednesday, September 13, 2017
Patrick Dowd
Cristina Limpens

2. What We’ll Cover Today OFCO Background, Duties and Responsibilities
OFCO Complaint Investigation Process and Intervention
Responding to a Complaint- The Ombuds Called, Now What?
Applying OFCO Complaints to Improve Practice

3. OFCO Background- Who We Are
Director
4 Ombuds (2 MSW’s, 2 Attorneys)
Special Projects/Database Administrator

4. Background- What We Do Oversight of child welfare system.
Independent, impartial, and confidential review of department actions or conduct.
OFCO is empowered to:
Investigate complaints
Induce DSHS to change problematic decisions
Recommend system-wide improvements to the Legislature and the Governor

5. Background- What We Do OFCO Critical Incident Reviews
Child fatalities and near fatalities
Recurrent maltreatment
Report on implementation of child fatality review recommendations
Make Recommendations to Improve the Child Welfare System
Establish “Oversight Board” for DCYF

6. OFCO Complaint Investigation Process- Intake
Complaint Intake and Screening
Online Complaint Form
Does Complaint involve child or family involved with the state child welfare system?
Is it Emergent?
Is a Child’s Safety at Risk?
Is it Time Sensitive?

7. OFCO Complaint Investigation Process- Confidentiality
OFCO has a duty to maintain confidentiality
Identity of Complainant
Information Provided in Complaint
Information Obtained during Investigation
OFCO Complaint Records and Reports
Exceptions to the Rule

8. OFCO Complaint Investigation Process- Investigative Activities
Gather Information From the Complainant
Access FamLink/ Agency Records
Interview Caseworker, Supervisor
Interview Collaterals

9. OFCO Complaint Investigation Process- Standard of Review
Did Alleged Action or Conduct Occur?
If So, Was it a Violation of State Laws, Court Order or Agency Policies?
Was Agency Action or Conduct Clearly Unreasonable?

10. OFCO Complaint Investigation Process- Complaint Outcomes
(52.5%) No basis for Further Action
Resolved without action by OFCO
Assistance
Intervention
Adverse Finding
Written Notice to CA
Opportunity to Respond

11. OFCO Complaint Investigation Process- Intervention
Key Issue: Infant safety concerns related to mother’s mental health and substance abuse
Investigative Finding: CPS did not remove the child, but entered into a safety plan that the mother not be left alone with her baby. Parents failed to engage in services or follow safety plan.
Ombuds Action: OFCO contacted the RA with concerns regarding the infant’s safety, mother’s mental health and drug use, and parents non-compliance with safety plan.
Outcome: CPS removed infant and placed her in foster care.

12. OFCO Complaint Investigation Process- Adverse Findings
44 adverse findings made in 31 investigations ( )
Top issues:
Child safety (17 findings)
Parents’ rights (10 findings)
Poor casework practice (10 findings)
OFCO received 10 requests from CA to modify the finding. OFCO withdrew 2 findings.

13. OFCO Complaint Investigation Process- Adverse Finding
Finding Prompts Staff Training on Engaging Incarcerated Parents
OFCO found that a CFWS caseworker had not communicated with or provided services to the incarcerated father of two dependent children.
The DOC facility was located within 30 minutes of the DCFS office. The father sent numerous letters to the caseworker requesting information about his children and assistance with court ordered services.

14. The Ombuds Called- Now What?
Respond Timely
Relax- Don’t Panic
Majority of Complaints are not Substantiated
OFCO can Assist by Identifying and Resolving Issues
Keep an Open Mind- Take Complaint Seriously
Active Listening
Put Yourself in the Complainant’s Shoes
Recognize the Agency’s Power

15. The Ombuds Called, Now What?
Treat OFCO Complaint Investigation as an Opportunity:
Another Form of Customer Feedback
Resolve Issues in a Less Adversarial Manner
Reassess Agency’s Actions and Case Plan
Independent Validation of Agency’s Conduct

16. Applying OFCO Complaints to Future Practice
Evaluate the Types of Complaints You Receive
Is This an Isolated Event or Recurring Issue?
Is Additional Training or Increased Supervision Warranted?

17. Applying OFCO Complaints to Future Practice
Use OFCO Reports as a Training/Practice Improvement Resource
Annual Reports
Working with Incarcerated Parents
Placement Exceptions
Child Fatality/ Near Fatality Reports
Safe Sleep Environment
Opioid Use and Child Fatalities
Special Reports
Improving Outcomes For Children in Group Care

18. Questions and Answers

19. Patrick Dowd, JD Cristina Limpens, MSW Director Sr
Patrick Dowd, JD Cristina Limpens, MSW Director Sr. Ombuds OFCO 6840 Fort Dent Way, Suite 125 Tukwila, WA website: ofco.wa.gov