Wisconsin Department of Children and Families - Division of Early Care and Education

Bureau of Early Care Regulation

Child Care Licensing Procedure Manual

2. Complaint Intake

BECR has authority to investigate unlicensed facilities when the complaint allegation is that the number of children in care requires the facility to be licensed in accordance with Wis. Stat. § 48.65(1) and is not licensed (operating illegally). Complainants may specifically allege that a facility is operating illegally by indicating the number of children in care, or they may make a complaint without realizing that the facility in question should be, but is not, licensed. Sometimes the complainant may claim that a facility is operating illegally when, in fact, it is licensed or operating within the legal limit. If the person taking the complaint determines that the complaint about a provider that is not licensed or certified does not relate to allegations of illegal operation, they do not enter the complaint into WISCCRS. Whether the facility is licensed or certified or not is critical to how the complaint is handled. (See section 2.3.)

Complaints may be received by BECR in writing, electronic mail, by telephone, and in person. Regardless of how the complaint is brought to the attention of BECR, information gathered during complaint intake establishes the basis for subsequent action.

The purpose of complaint intake is to ensure that accurate and complete information about the complaint is received and recorded. The complaint intake function is usually performed by regional office staff trained to do complaint intake and may also be done by a licensing specialist. Sometimes the licensing manager/licensing supervisor or the bureau director also take complaints. The staff person designated to receive complaints must be trained to solicit as much factual and specific information as possible so that a determination can be made as to whether there is a potential licensing violation and a decision can be made regarding follow-up activities that must be performed.

The complaint intake functions described below may occur in a different order or simultaneously.

2. Complaint Intake

2.1. Receiving Complaints by Telephone or in Person

2.1.1. Receiving Anonymous Complaints by Telephone or in Person

2.2. Receiving Written Complaints

2.3. Determining Current License and/or Certification Status and Provider History

2.3.1. Searching WISCCRS for Current License Status and History

2.3.1.1. If the Provider is Currently Licensed

2.3.1.2. If the Provider has BECR History

2.3.1.3. If there are Previous Referrals to a Certifying Agency

2.3.2. If the Provider is Currently Certified

2.4. Determining Who and How a Complaint about a Family Child Care Center is Investigated