CHILD WELFARE MASSACHUETTS - OCA COMPLAINT

 

Posting this for my future use:

***Please note that OCA staff are mandated reporters. While the OCA says that complaints are confidential, the staff could file a 51A if they receive information about possible neglect or abuse.***

 The Office of the Child Advocate’s (OCA) Complaint Line is a resource for any person, in their professional or personal capacity, who has a concern about the quality of state services a child is receiving or a concern that a child is not receiving state services for which they are eligible. The Complaint Line also serves as a resource to anyone who needs assistance obtaining information about state services to children or assistance navigating state services for children. OCA staff assist callers on the Complaint Line with their individual concerns and questions and the OCA uses the Complaint Line as a source of trend data to inform the OCA’s advocacy at the policy and systems level. This information is valuable in contributing to the OCA’s understanding of the intersection of policy and practice and fulfilling the OCA’s mission to identify gaps in state services and recommend practice and policy improvements. 

The OCA provides information to callers on how to address their concerns within the state service system. When the OCA determines that a situation brought to its attention through the Complaint Line requires OCA directed follow-up with a state agency, the OCA will conduct that follow-up with the consent of the Complaint Line caller. The Complaint Line has very strict confidentiality standards and so the OCA cannot always share their level of follow-up with a state agency or share what steps were taken to mitigate any OCA concerns. However, the OCA can provide callers with information about whether the OCA’s concerns have been alleviated or whether the OCA has continuing concerns regarding a situation. 

The OCA Complaint Line does not take live calls. We strive to respond to our callers within two business days. We invite callers to contact us by phone at (617) 979-8360, or through e-mail at childadvocate@mass.gov.