What is an Ombudsperson?
The DCFAS Ombudsperson serves as a neutral and
impartial resource to assist the public in resolving complaints, clarifying
agency policies and procedures, and addressing concerns related to services
provided by our department across child welfare, adult protective services, and
public guardian programs.
Scope of the Ombudsperson's Role:
- The Ombudsperson facilitates resolution of concerns by offering guidance, promoting transparency, and working collaboratively with staff and clients.
- Please note that the Ombudsperson does not provide legal advice, does not intervene in matters currently in litigation or under appeal, and cannot overturn court rulings.
- Personnel and disciplinary matters involving DCFAS employees must be directed to the appropriate Agency Manager for review and resolution.
- The Sacramento County Ombudsperson is only able to assist with concerns specific to Sacramento County. For assistance in other California counties, please refer to the CDSS county contact directory at:
https://www.cdss.ca.gov/reporting/file-a-complaint/county-complaints
To Report Abuse or Neglect (Confidential and Anonymous Options Available):
- Child Abuse and Neglect: Call the Sacramento County Child Abuse Hotline at (916) 875-5437
- Elder or Dependent Adult Abuse: Call the Adult Protective Services Hotline at (916) 874-9377
What should I do before I call the Office of the Ombudsperson?
- Keep good records, take notes, and save all of your documents.
- Keep the names of the agency staff you have contacted.
- Contact the following people in the order listed prior to calling the Ombudsperson:
1. Your Social Worker or Case Manager
2. His/Her Supervisor
3. His/Her Program Manager
- If you don’t get satisfaction, then contact the Ombudsperson’s office. We are just a phone call away.
How can the Office of the Ombudsperson help you?
- We will provide information, answer questions and/or identify staff or resources to address your issues.
- We will research Agency policies and procedures that may assist you in resolving your complaint.
- We will assure that matters are treated in a confidential manner as appropriate.
- We will facilitate prompt resolutions of complaints in an independent, impartial, objective and professional manner.
What does the Ombudsperson do?
- Provide information, answer questions and/or identify staff or resources to address your concerns.
- Conduct independent complaint reviews regarding agency policies or practices.
- Assure policies and procedures are consistent with Department goals and missions of the Department.
- Assure individuals are treated fairly, respectfully, and with dignity.
- Assure matters are treated confidential as appropriate.
- Make recommendations and referrals when appropriate.
- Facilitate prompt complaint resolution in an independent, impartial, objective and professional manner.
Is there anything the Office of the Ombudsperson cannot do?
Who can call the Ombudsperson’s office?
Anyone
can call: children, parents, grandparents, relatives, foster parents,
attorneys, physicians, therapists, social workers, teachers, related
agencies, or community organizations, etc.
How can I file a complaint with the Office of the Ombudsperson?
For the quickest response please contact our office by phone or e-mail. You may also submit a complaint in writing.
Ombudsperson Brochure (English)
Ombudsperson Brochure (Spanish)
Formal Complaint Form (English)
Formal Complaint Form (Spanish)
Simply download the complaint form in English or Spanish,complete and either send via email or US mail to:
Tracy Trinh, DCFAS Ombudsperson
9750 Business Park Dr. Suite 220
Sacramento, CA 95827
Phone: 916-875-2000
Fax: 916-854-9443
Email: DCFAS-Ombudsperson@saccounty.gov
What if I disagree with the Ombudsperson’s findings?
The
Ombudsperson’s findings concludes departmental actions. If you disagree with the Ombudsperson's findings you may contact the following agencies:
Child Protective Services (CPS):
California Department of Social Services, Children's Services Operations and Evaluations Branch, 744 P Street, M/S 8-12-91, Sacramento CA 95814
In-home Supportive Services (IHSS):
California Department of Social Services, IHSS Quality Assurance Program, 744 P Street, Sacramento, CA 95814
Adult Protective Services (APS):
California Department of Fair Employment and Housing, 2218 Kausen Drive, Suite 100, Elk Grove, CA 95758
Other Relevant Contacts for Specific Concerns:
- Long-Term Care Facilities (Assisted Living, Board & Care, etc.):
Long-Term Care Ombudsman Program (LTC-OMB)
Phone: (916) 376-8910 | Fax: (916) 376-8914
- State-Licensed Facilities (Community Care, Child Care, Home Care):
Community Care Licensing Division
Phone: (844) 538-8766 | Email: letusno@dss.ca.gov
Web: Online Complaint Form - Foster Youth Services, Care, or Placement Complaints:
California Foster Care Ombudsperson
Phone: (877) 846-1602 | Web: www.fosteryouthhelp.ca.gov - Concerns about Judges or the Judicial Process:
Commission on Judicial Performance
Phone: (415) 557-1200 | Web: www.courts.ca.gov - Complaints Against Attorneys:
Attorney Complaint Hotline / Multilingual Center
Phone: (800) 843-9053 - State Hearing Requests or Inquiries:
California Department of Social Services – State Hearings Division
Phone: (800) 743-8525 - Concerns about State Prisons:
California Department of Corrections and Rehabilitation – Office of Ombudsperson
Phone: (916) 445-1773
How can I file a Civil Rights complaint?
The Department of Child, Family, and Adult Services (DCFAS) Civil Rights Coordinator is responsible for ensuring Child Protective Services (CPS) and Senior and Adult Services (SAS) adhere to California State Department of Social Services (CDSS) Division 21 regulations.
The purpose of Division 21 Civil Rights Nondiscrimination in State and Federally assisted programs is to effectuate the provisions of the following laws, as amended to ensure that the administration of public assistance and social services programs are nondiscriminatory, and that no person shall, because national origin, color, race, ancestry, ethnic group, age, sex, gender identity, gender expression, sexual orientation, marital status, domestic partnership, medical condition, genetic information, religion, political affiliation, citizenship, immigration status, disability be excluded from participation in, be denied benefits of, or be subjected to discrimination under any program or activity receiving federal or state financial assistance:
Applicable Laws and Regulations:
- Title VI of the Civil Rights Act of 1964
- Section 504 of the Rehabilitation Act of 1973
- Title II of the Americans with Disabilities Act of 1990
- The Age Discrimination Act of 1975
- The Food Stamp Act of 1977
- California Civil Code, Section 51 et seq.
- California Government Code, Section 11135 et seq.
- California Government Code, Section 4450
- California Welfare and Institution Codes
- Other applicable federal and state laws and their implementing regulations
Applicable Programs:
