DCDHS Formal Complaint Process

Your Rights

If you receive services from the Dane County Department of Human Services (DCDHS), you have the right:

• To be treated with dignity and respect; 
• To receive services in a humane and safe environment; 
• To voice complaints or grievances regarding services, treatment, staff behavior, or other concerns; 
• To receive a timely and fair investigation and resolution; 
• To access external advocacy or oversight bodies if dissatisfied with internal resolution; 
• To receive services in a language you understand.

If you receive services for mental health, substance use, or a developmental disability, you have additional legal rights. See the Behavioral Health & CCS Client Rights / Derechos del Cliente de Salud Conductual & CCS / Cov Cai Ntawm Tus Neeg Txais Kev Pab

Your Right to File a Formal Complaint

If you believe you have experienced a violation of your rights as a client and have a complaint, you have the right to file a formal complaint. We encourage you to work to resolve your complaint with your worker informally, first, if possible.

Some DCDHS programs, such as Children’s Long-Term Support (CLTS) Waiver program, the ADRC long-term care screening, FoodShare, Medicaid, Foster Care, Kinship Care, and others make determinations about program eligibility or benefits. These decisions are often communicated in formal written notices. Some of these eligibility-related decisions can be appealed through the State of Wisconsin Division of Hearings and Appeals' (DHA) Work and Family Services unit. Your formal written notice of action or decision will provide you with information on how to appeal the decision. You may visit the DHA website for more information on how to appeal. 

How to File a Formal Complaint:

Dane County Department of Human Services requires all formal complaints to be filed in writing. Our preference is that you use our online Complaint Form. Our responses will also be in writing. If you have an email address, that is our preferred method of communication. 

You may also complete a paper Complaint Form / Formulario de queja/reclamo / Daim Ntawv Tsis Txaus Siab and mail it to the address on the form. 

For help in completing this paper or online form, please call 608-242-6200. Or visit one of our offices.

If you have not already, we encourage you to informally discuss your complaint with your service provider or their direct supervisor. Informal complaint resolution does not need to be in writing and may result in a quicker response or resolution to your concern.

All formal complaints should be filed within 45 days of the date of the incident or after your complaint was not resolved to your satisfaction through the informal process.

What to expect:

• You and the concern you submitted will be treated with respect and consideration. 
• When you submit your complaint, our staff will review it to determine if there is enough information to understand the nature of your concern and to render a decision. If not, someone from the Department will contact you to get additional information and clarification using the phone number you provided on the complaint form. 
• The County complaint respondent will monitor timelines to ensure your complaint is handled following the required timeframes. You should expect to receive a  written response within 30 days of filing (10 days for ADRC-related formal complaints). If additional time is needed to thoroughly review the complaint, you will receive a written notification as to the reason for the extension and when you can expect a response. 
• if you disagree with the outcome, you will have 14 days to appeal to the contact person identified in the response letter. 
• The goal of resolving a complaint is to determine if  your rights were violated, and if they were, to take corrective action to ensure  your rights and the rights of other clients are not violated in the future. The process is not punitive in nature and does not include monetary compensation.  
  
  

Other options:

1. Grievances related to services provided by an Aging and Disability Resource Center (ADRC) can be made directly to the Wisconsin Department of Health Services (DHS) by writing, calling, or emailing: 
   
   Aging and Disability Resource Center/Tribal Aging and Disability Resource Specialist Grievances Office for Resource Center Development 
   Division of Public Health, Wisconsin Department of Health Services 
   201 E. Washington Ave. 
   Madison WI 53703 
   Phone: 608-266-2536 
   Fax 608-267-3203
   Email: dhsrcteam@dhs.wisconsin.gov
   
   
2. For complaints regarding civil rights discrimination, clients may choose to start with other county, state, or federal agencies: 
   
   
   1. Dane County Civil Rights Department 
      https://civilrights.danecounty.gov/Complaint-Form 
      608-283-1391
      
      
   2. within 300 days to:
      WI Department of Workforce Development
      Division of Equal Rights
      PO Box 8928
      Madison, WI 53708-8928
      608-266-6860
      https://dwd.wisconsin.gov/er/complaints/civil-rights.htm
      
      
   3. within 180 days to: 
      U.S. Dept of Health and Human Services
      Office for Civil Rights 
      233 N Michigan Ave., Ste 240 
      Chicago, IL 60601 
      800-368-1019
      TTY 800-537-7697
      https://www.hhs.gov/civil-rights/index.html
      
      
   4. within 180 days to: 
      US Department of Justice,
      Civil Rights Division 
      950 Pennsylvania Ave NW 
      Washington DC 20530 
      202-514-4609 
      TTY 202-514-0716
      https://www.justice.gov/crt 

Other Resources:

• DCDHS Privacy and Client Rights
• Dane County Tamara D. Grigsby Civil Rights Department – will accept and investigate complaints if you believe you have been discriminated against while seeking employment, contracting, or receiving services from any Dane County department or securing housing in Dane County
• Wisconsin Department of Health Services Client Rights Office provides guidance to people who are receiving services for a developmental disability, mental health, or substance use, both inpatient and outpatient settings. 
• Wisconsin Department of Health Services Aging: Long-Term Care Ombudsman – this office responds to issues and complaints from people who live in licensed and certified community-based living facilities, live in nursing homes, or get services from managed long-term care programs like Family Care, Family Care Partnership, PACE (Program of All-Inclusive Care for the Elderly) and IRIS (Include, Respect, I Self-Direct).
• Wisconsin Department of Health Services, Division of Quality Assurance (DQA) - The Division of Quality Assurance (DQA) is in charge of protecting the health, safety, and welfare of people who use health and residential care services in Wisconsin. You have the right to file a complaint with DQA. File a complaint if you think a caregiver or provider that DQA regulates has broken the law. 
• Wisconsin Department of Children and Families (DCF) provides oversight for child welfare, child care, child support, out-of-home care, and W-2. Their site provides guidance to consumers who have complaints about these programs. Please note: complaints about Dane County Child Protective Services or Youth Justice and Prevention WILL be directed back to Dane County. Please start with the process for Dane County.