DCS Ombudsman Guidelines
Agency and Complainant Rights and Responsibilities
in the DCS Ombudsman Bureau Complaint Process
Complainant Rights
Complainants are entitled to:
A timely response acknowledging receipt of the complaint- Professional and respectful communication from agency staff
- An impartial review
- A credible review process
- Contact by the Bureau if additional information is required
- Communication regarding the outcome of the review
Complainant Responsibilities
Complainants shall:
- Attempt to resolve problems with the local office prior to filing a complaint
- Complete the complaint form as directed
- Ensure that the allegations in the complaint are pertinent to the role of the ombudsman.
- Ensure the accuracy and timeliness of requested information
- Communicate respectfully with agency staff
DCS Ombudsman Bureau Rights
The Bureau may:
- Decline to accept a complaint that does not fall within the jurisdiction of the Bureau
- Determine the level of review, the documentation and interviews necessary for gathering the information required to determine findings
- Expect the complainant to provide any additional information requested
- Determine when a case requires no further action
DCS Ombudsman Bureau Responsibilities
The Bureau shall:
- Complete reviews in a timely manner
- Complete a thorough and impartial review
- Ensure professional and respectful communication
- Provide the results of the review to the complainant in accordance with IC 4-13-19-5