Community Complaints (Client or Employee)

Community complaints are defined as complaints received by persons in the community to report client fraud or misrepresentation by a staff member of this Agency. All community complaints are documented on the Community Inquiry or Report (SCD 16).

In situations where the complainant wants to remain anonymous, do not reveal the complainant's identity even if the client professes to know it.

Response to the allegation must be based upon contact with the client unless particular case material is used which irrefutably resolves the complaint. Supervisor approval is required in those situations.

Sharing Community Complaints

Many of the calls received as community complaints deal with problems from both eligibility and services. Because two different types of workers are involved in the handling of these problems it is necessary to complete two community complaints.

Sharing community complaints means two community complaint forms must be completed. One deals with the eligibility information and the other with the services problem information. A cross-reference must be made on both.

Example Example “An additional part of this community complaint has been submitted to a ____ worker (Social, eligibility, CPS, etc.)” must be written on both complaints. This reference alerts workers to the fact that the community complaint has additional information but does not divulge confidential information. 

Exceptions To SCD 16 Procedure

Judgment must be used when completing the SCD 16. Quite often complaints should be referred elsewhere. Common exceptions to the SCD 16 procedure are listed below:

Common Exceptions

  1. Occasionally, a client may call with a complaint which should be handled by the assigned worker without resorting to the SCD 16 procedure.
    1. Example Example A client who calls with the complaint that his/her CalWORKs grant is insufficient to purchase a water heater. The client is not alleging misconduct or inefficiency of the worker. The call should be directed to the worker or the unit supervisor for an explanation of the grant ceiling and special need regulations. 
  2. Complaints requesting access to persons of higher rank would ordinarily be referred to the next higher supervisor available. If the person asks for an administrator by name, refer that person to the administrator's secretary in the following circumstances:
    1. If it is clear that the administrator's ongoing business
    2. If the complainant insists strongly
      1. Refer to Referrals to Administration
  3. All inquiries from law enforcement at 577-7340. If that division is not involved, the call will be referred back to the worker indicated.
  4. Complaints and inquiries from the following are referred to the appropriate manager or to the Appeals Unit:
    1. State Department of Social Services or State Department of Health appeals, complaints, and inquiry calls.
    2. Elected officials (e.g., members of the Board of Supervisors, assembly members, Senators or Congresspersons).
    3. Other Very Important Persons (VIP). VIPs, are used here, means officials, such as the County Executive, members of the Grand Jury, or heads of community Social Services Agencies.
    4. Agency Advisory Committee members.
    5. Other persons in similar positions.
  5. Organization representatives, calling on other than individual welfare cases, are referred to the appropriate SSPM, Program Coordinator, or Director.
  6. Inquiries for release of information concerning the Agency and public relations are referred to the Community Liaison.
  7. Calls from News Media
    1. Refer to Social Services Agency Media Contact Procedures (Revised October 2020).
  8. Out-of-town inquiries requesting home studies leading to possible placement of children must be referred immediately to the Foster Care Intake Unit.
  9. All discrimination complaints, written or oral, must be forwarded to the Equal Opportunity Officer.
  10. All inquiries from banks and merchants regarding “payment refused” or “forged” warrants should be referred to the DA and Fiscal.
  11. All complaints against Public Assistance Fraud Investigators must be referred to the Chief Investigator of the DA to be handled pursuant to the California Penal Code.
  12. All complaints of suspected Employee Fraud must be referred to the Deputy Chief, DA - Welfare Fraud Division at 577-7358.
    1. Refer to Suspected Employee Fraud Referral for complete instructions.