Adoption ARK Inc. Licensed agency We anticipate a smooth working relationship with you. However, occasional misunderstandings may arise. If they do, we strongly encourage you to give us a call so that we can address your concerns. If you are not satisfied with our response, you have the right to request a grievance review hearing on any action taken by this agency before a petition for adoption is filed. Adoption ARK does not retaliate in any way fo reported grievances. It is our desire to work through any differances and move forward in our relationship with our clients.
Complaint Policy Overview
1. It is the policy of Adoption ARK to comply with, and to require its employees to comply with, the 1993 Hague Convention on Protection of Children and Cooperation in Respect of Intercountry Adoption (hereafter the Hague Convention), the 2006 Intercountry Adoption Act (the IAA), the state law, Adoption ARK regulations and other applicable legal and regulatory requirements relating to filing, addressing, investigating, and resolving complaints in regards to Adoption Ark adoption services.
2. Adoption ARK supports the principle that all customer complaints should be viewed and taken positively.
3. Adoption ARK ensures that all complaints will be treated seriously and dealt properly with an emphasis on the honest and thorough process of consideration, with the prime aim of satisfying the concerns of the complainant.
4. All complaints received will be registered and responses provided within the reasonable time limits set by Adoption ARK complaint procedures. For these purposes Adoption ARK establishes a mechanism for responding to and keeping a record of those complaints and findings of investigation.
5. In cases that involve allegations of fraud or time-sensitive issues Adoption ARK is obliged to provide expedited review of such complaints.
6. Any allegations of any employee, supervised provider or Board member being involved in the child sell has to be given immediate consideration.
7. Adoption ARK guarantees that all records, information, organizational reports and summaries regarding received complaints will be available for the accrediting entity or other governmental authorities upon their request.
8. Adoption ARK pursues a no discouragement/no retaliation policy meaning that Adoption ARK employees and Board members are prohibited to discourage clients from filing a complaint, retaliate against a client or prospective client who filed such a complaint; expressing grievance, providing information in writing or interviews to the accrediting entity about Adoption ARK performances or questioning its conduct.
9. Anonymous complaints will not be given consideration.
10. Adoption ARK believes that complaints per se are valuable and effective way to learn where and how the adoption services can be improved. Therefore, Adoption ARK develops and implements its own adoption services quality improvement program based on qualitative and quantitative analysis of Adoption Ark actions and performances.
11. Present complaint policy provisions are open for public and available in electronic and hard copy versions. It is essential for Adoption ARK that all clients have to be familiarized with these provisions before signing the contract with the agency.
Adopted by the Adoption ARK Board of Directors July 15, 2007
Complaint Procedures
Introduction
Adoption ARK hereby establishes the following procedures for: a) (I) the identification, (II) addressing, and (III) retention of complaints received by the agency pertaining to provided adoption services and other related activities; and
b) the order of submission of records, summaries and other information to governmental authorities including accrediting entity .
Present procedures are written in accordance with the 1993 Hague Convention on Protection of Children and Cooperation in Respect of Intercountry Adoption, the 2006 Intercountry Adoption Act, and state law.
I. Identification of the complaint
1. What is considered to be “a complaint”? A complaint is an expression of dissatisfaction about any aspect of the adoption services of Adoption ARK agency requiring a response.
2. Eligibility to lodge complaints/who has the right to complain 2.1 Any direct or indirect client of Adoption ARK including but not limited to birth parents, prospective adoptive parents, adoptive parents and adoptee have a right to bring a complaint about any issues of Adoption ARK compliance with state law, the Hague convention, the IAA or regulations of implementing IAA.
2.2 A complaint can be filed on behalf of birth parents, prospective adoptive parents, adoptive parents, adoptee or any other client of Adoption ARK by their legal representative(s) after providing evidences that such representations is in compliance with law.
3. Form of the complaint The complaint has to be in writing, signed and dated. The follow-up actions will be taken only after complainant submits formal written complaint.
4. What information is to be provided in a complaint? All the facts on which the claim is based should be set out; if it is necessary it ought to be done in chronological order. A crucial requirement is that account is as complete as possible and that the complaint contains all information relevant to the case. For example, to substantiate a complaint the following information can be included: - description of alleged violation(s) - date - place - if it is possible, provisions of the Hague Convention (or other related legal documents) that were allegedly violated. Personal information of the complainant must to be provided as well, including:
- full name
- date of birth
- nationality/citizenship
- marital status
- profession/occupation
- present address
- mailing address
- fax/phone.
In addition, all documents (copies) of relevance to the complaint can be supplied.
5. When formal complaint can be filed? The formal complaint has to be sent to the Adoption ARK within 30 days of occurrence of the incident and/or illegal actions.
6. Where to send written complaints? All complaints have to be sent to:
Adoption ARK
830 S. Buffalo Grove Road #103
Buffalo Grove, IL 60089
II. Addressing clients’ complaints
1. Initiation of the investigation in respect to received complaint Adoption ARK Complaint Department (Executive Director, CEO, Director of International Operations) will initiate investigation of written complaint within two days of receipt of written complaint.
2. The tenure of the investigation The investigation of a complaint has to be finalized within ten business days after complaint is received.
3. What does investigation include?
3.1. Within 10 day CEO or Executive director investigates the complaint. An investigation can include: - thorough consideration of the complaint, all circumstances connected to complaint - hearing of the evidences of sides of conflict situation, witnesses if there were any - evaluation of the circumstances of the case and character of the violation(s) in accordance with the Convention, the IAA and other acting laws.
3.2. The Complaint investigator (usually Executive Director) will send a copy of the complaint to the Case Worker and ask to comment on the complaint and write their recommendations. Within 10 working days of receipt of the recommendation, accrediting agency (CEO), the Executive Director and the Board of Directors shall prepare a written decision summarizing the facts and issues involved and determine their findings based on these issues. The decision will be sent to the applicant, his/her representative, if any, and the DCSF.
3.3. If the director of the agency is a case worker, the review of grievance will be done by the Board of the directors of the agency.
4. Expedite review of complaints In case of urgency, sensitivity of the case or fraud Adoption ARK provides expedited review of complaints. The matter of urgency and/or sensitivity is determined by the members of the Complaint Department (Executive Director, CEO, Director of International Operations).
5. Response to a filed complaint The decision is sent to the applicant, his/her representative if any by mail, immediately after its adoption.
6. Procedures for responding to the complaint related to approval or disapproval for placement
6.1. Adoption Ark will provide the applicant with written notification of approval or disapproval for placement. Such a decision will be made only after pre-adoption assessment is completed. No approvals will be issued until Adoption Ark receives a criminal record check on prospective adoptive family.
6.2. If the applicant is not approved, Adoption ARK will provide the client with factors that played part in such a decision. Adoption ARK will inform applicant in writing of the agency’s grievance review procedure and the right of an applicant to file a grievance with the agency within 30 days of the receipt of disapproval letter. If the grievance concerns an action based on the FBI criminal record, Adoption ARK will comply with procedures set for by IL state law and Federal law. All other complaints will be held by the same procedures.
7. Further actions
7.1. Adoption ARK advises the clients about other procedures available to them in case they are dissatisfied with the decision of the agency.
7.2. Adoption ARK will provide an access to the information (when it is available in accordance with retention of complaints rules) regarding a complaint in case the complainant would attempt further actions to get satisfaction beyond procedures of Adoption ARK agency.
III. Retention of complaints
1. The record of the complaint is filed in the Complaint Records folder.
2. The term of keeping records is five years.
3. The responsibility of managing Complaint Records folder is upon employees of the Adoption ARK Headquarter Office in Buffalo Grove, IL.
4. Staff of the Adoption ARK Headquarter Office ensures that personal data gathered or transmitted in connection with an adoption is used only for the purposes for which the information was gathered and safeguards sensitive individual information.