Greene County Children Services - Customer Service — Ombudsman Program
What is the Ombudsman Program?
The Ombudsman Program uses a standardized method to review concerns and complaints about the actions and procedures of Greene County Children Services (GCCS) when normal communication channels fail. Normal channels include talking with the caseworker assigned, the supervisor, the program manager, and ultimately the Executive Director if concerns are not satisfactorily addressed.
The Ombudsman provides a centralized management of inquiries and information for past and present clients of GCCS. The Ombudsman operates through the Quality Assurance Department and reflects the strong commitment the agency has toward continually evaluating and improving services. This means that when there is a question, concern, or complaint regarding action(s) taken by GCCS there will be someone who will listen and work with the consumer to address their concerns.
When Should the Ombudsman Be Called?
If a consumer has a question that cannot be resolved through normal channels
If a consumer believes there has been an act of discrimination
If a consumer believes there has been unfair treatment
If a consumer has been denied a service believed to be appropriate and necessary
If a consumer needs information concerning closed records or a finalized adoption
What Will the Ombudsman Do?
Assess the complaint
Respond quickly to the request or complaint
Explain what is happening and why
Help clarify regulations and laws
Mediate conflicts between the consumer and the agency
Contact people who may help
Provide concise reports as allowed by agency rules and regulations and state statutes
Provide a disposition on the consumer’s concerns
The Following Information Requests Should Be Directed to the Ombudsman:
Closed Records Inquiries
Finalized Agency Adoption Inquiries
If assistance is needed call (937) 562-6600 and ask for the Ombudsman.