The purpose of the Systems Advocate Unit is to respond to inquiries and complaints from consumers, service providers, elected officials, stakeholders and interested citizens to ensure that proper services are provided by DCFS.

In fiscal year 2004, the Systems Advocate Unit responded to requests for information on issues including, but not limited to, CPS investigations, service array, reunification and permanency, ICPC issues, provider concerns, foster care licensing and adoption. The Systems Advocate Unit at Central Office in Carson City and the DCFS Website received 306 inquiries and complaints ranging from child support, child abuse/neglect, adoption subsidy/foster care payments, child care licensing, foster care licensing, adoption, custody, ICPC, reunification/termination of parental rights, and complaints against CPS workers.

All of the inquiries (100%) were provided with needed information. Forty-three inquiries (14%) were referred to DCFS Rural Region, Clark County or Washoe County for response and/or investigation regarding child abuse and neglect, childcare licensing, foster care, and adoption. Seven complaints (3%) regarding adoption subsidies or foster care payments were investigated directly by the Systems Advocate. Resolution typically occurred within two to three weeks of the complaint. The number of complaints received relative to child abuse/neglect totaled 30. Of these complaints, 62% were submitted anonymously and 38% were from relatives of the child.

The Systems Advocate also performs the duties of the agency Hearing Officer and has the responsibility to make a fair hearing process available to DCFS service providers and stakeholders. In this role, the Hearing Officer is an impartial fact-finder for DCFS. The hearing officer is an individual who has not been directly involved in the investigation or initial determination of the action in questions. It is the hearing officer’s responsibility to notify the parties of the scheduled hearing, receive verbal testimony and documentary evidence from the client and agency representative, make a complete record of the hearing proceedings, a decision on the evidence presented and notify the parties of the decision and the right to seek judicial review.