Frequently Asked Questions about the Foster Care Ombudsman Division

Questions

 

What is an ombudsman?

The term "ombudsman" (pronounced om-budz-man) is a Swedish term that means "representative." An ombudsman is someone who assists individuals and groups in the resolution of conflicts or concerns. Ombudsmen work in all types of organizations, including government agencies, universities, corporations, hospitals, and news organizations. An ombudsman is an independent, impartial, and confidential resource for individuals to voice their concerns and have assistance in resolving complaints.

 

What is the Foster Care Ombudsman Division?

The Foster Care Ombudsman Division is a division within the Office of Inspector General that advocates for the rights of foster children and foster/kinship parents, investigates and resolves complaints, and makes recommendations for child welfare reform. In short, the Foster Care Ombudsman Division provides assistance and resources to people who are served or affected by the child welfare system. People contact the Foster Care Ombudsman Division when they have a complaint or concern and don't know where to go with it, have tried to address it through existing systems but were dissatisfied, or are afraid.

 

What types of complaints does the Foster Care Ombudsman Division investigate?

The Foster Care Ombudsman Division investigates complaints related to the West Virginia child welfare or juvenile justice systems. Complaints often involve, but are not limited to, the action or inaction of state agencies, unfair or unjust treatment, and alleged violations of the Foster Child and Foster and Kinship/Relative Bills of Rights. Although the nature and level of assistance may vary, the Foster Care Ombudsman Division will always attempt to provide education and resources as applicable to each concern or complaint.

 

Who can contact the Foster Care Ombudsman Division?

Anyone with an issue, concern, or complaint relating to child welfare or juvenile justice systems can contact the Foster Care Ombudsman Division. 

 

How can someone contact the Foster Care Ombudsman Division?

The Foster Care Ombudsman Division is headquartered at the West Virginia State Capitol Complex in Charleston, West Virginia, and its workforce is positioned throughout the state and can be reached by telephone at 304-558-1117 or by email at FosterCareOmbudsman@wv.gov. A Request for Assistance form is also available. 

 

Are complaints to the Foster Care Ombudsman Division confidential?

Yes. Information provided to the Foster Care Ombudsman Division is confidential, and the release of one's identity outside of the Foster Care Ombudsman Division is prohibited, with only specific exceptions. To provide the most comprehensive level of service, the Foster Care Ombudsman Division may ask for the complainant's consent to release their identity as it may be necessary to research the complaint. It is important that people feel safe to share information freely.

 

What happens once a complaint is submitted?

When an individual contacts the Foster Care Ombudsman Division, a representative from the Division will reach out within the next business day to gather more information regarding the complaint. Once this information is received, the Foster Care Ombudsman Division will follow up with the complainant promptly to gather consent and discuss the process. Please note that the Foster Care Ombudsman Division is not an emergency service. Time frames will vary depending on the nature and intensity of the concern or complaint.

 

What can the Foster Care Ombudsman Division do with a complaint? 

The Foster Care Ombudsman Division explores and compares child welfare casework to applicable policy, procedure, and law. If a discrepancy is discovered, the Foster Care Ombudsman will typically discuss the observation with a worker, supervisor, or manager to correct the situation and prevent the likelihood of its recurrence. The Foster Care Ombudsman Division does not have the authority to direct casework decisions or provide legal advice.

 

When should someone contact the Foster Care Ombudsman Division?

It is important to make reasonable attempts to use existing problem-solving mechanisms, such as contacting an agency supervisor or the Office of Constituent Services. However, if a complaint is not addressed sufficiently or an individual does not feel comfortable using these channels, the Foster Care Ombudsman Division may be of service.

 

What is the difference between the Office of Constituent Services and the Foster Care Ombudsman Division?

Both the Office of Constituent Services and the Foster Care Ombudsman Division facilitate the proper resolution of concerns and complaints. However, the Office of Constituent Services is part of the Office of Shared Administration and deals with issues relating to many of the Department of Human Services, Department of Health, and Department of Health Facilities programs. The Office of Constituent Services and the Office of Shared Administration are not part of the Office of Inspector General and the Foster Care Ombudsman Division. Whereas, the Foster Care Ombudsman Division focuses solely on concerns and complaints related to the child welfare and juvenile justice systems. Both the Office of Constituent Services and the Foster Care Ombudsman Division can provide competent conflict resolution services. The Office of Constituent Services can be reached by telephone at 800-642-8589 or by email at OSAClientServices@wv.gov.