If you have a concern regarding the agency's management of a case, please
address your issue through the chain of command, beginning with the caseworker
of record. Use the following order when contacting agency staff:
-
Caseworker of record
-
Casework Supervisor
-
Department Coordinator or Manager
-
Ombudsman
What is an Ombudsman?
The Lucas County Children Services Ombudsman is a neutral dispute
resolver. It is the Ombudsman's job to aid in the resolution of problems
related to the Children Services delivery system in a non-adversarial manner.
An ombudsman has the ability to investigate complaints and make
recommendations, but no authority to make or reverse decisions.
What can the Ombudsman do for me?
The Ombudsman can investigate your complaint and determine whether you have
been treated fairly. If the Ombudsman concludes your complaint is justified, he
will work with you and the agency to find a fair solution. If the Ombudsman
concludes the complaint is not justified, he will take the time to explain the
reasoning. The Ombudsman is not an advocate or someone who will automatically
take your side in a conflict. It is the Ombudsman's job to consider all sides
of a complaint in an impartial and objective way.
When should I go to the Ombudsman?
Usually it is best to think of the Ombudsman as a last resort -- someone who
will try to help when other approaches have failed. If you have a problem,
first discuss it with the Caseworker, Supervisor, and then with the Coordinator
or Manager of the department involved. Many times they will explain a specific
policy or correct the problem on the spot. In fact, agency staff can solve most
problems quicker and easier than the Ombudsman. If you don't know who to see,
or what procedure to use, by all means contact the Ombudsman. The Ombudsman can
point you to the right person and explain the best way to go about solving your
problem.
If you have already made a reasonable effort with the agency to resolve your
problem and have still not been successful, contact the Ombudsman.
How do I contact the Ombudsman?
By phone: 419-213-3253
In person or by mail: (If you wish to discuss your situation in person please
call the above number first to arrange a convenient time to meet.)
Printable Written Grievance Form
(Note: Adobe Acrobat Reader is required and can be downloaded for free from the
graphical link in the bottom bar of this site.)
Lucas County Children Services
Ombudsman, 5th Floor
705 Adams Street
Toledo, Ohio 43624
