Wisconsin Department of Children and Families - Division of Early Care and Education
Bureau of Early Care Regulation
Child Care Licensing Procedure Manual
The BECR staff person who receives telephone or in-person complaints must thoroughly question the complainant and record identifying information about the alleged illegal operation. Information collected regarding a potential illegally operating provider includes as much information as possible on dates, name, address and type of center, the complainant’s name, address and phone number (if complainant wishes to remain anonymous, see 2.1.1.), whether the complaint requires immediate attention and a description of the allegations.
The complainant should be informed that BECR’s role is limited to determining whether the provider is operating illegally but, when appropriate, referrals will be made to other agencies and BECR may coordinate investigation activities with that agency. For complaints alleging child abuse or criminal activity, the caller should be encouraged to contact the appropriate authorities. The complainant should be asked whether they want written or verbal feedback concerning the outcome of the complaint investigation.
The person receiving the complaint should attempt to solicit information from the complainant such as:
The name of the provider, if known;
The exact address of the facility including the county or, if not known, other identification of the location (e.g., second house from the corner on the NW side of the elementary school). A complaint about an unlicensed facility cannot be investigated unless the address of the facility is known or the address is otherwise identified, with or without the provider’s name.
The nature and extent of risk to children. If the complainant alleges child abuse or neglect, the complainant must be directed to immediately report this to the appropriate county, if this has not already been done. Regional office staff should subsequently ensure that the alleged incident has been reported to the county. The licensing specialist should provide all known information to the county, including the names of the involved parties, either via phone or by e-mailing or faxing a copy of the intake form to the county;
If known, the specifics of the children in care such as names, number of children involved, ages or dates of birth of children, hours of attendance, and whether the children might be relatives of the provider;
Whether the alleged illegal facility has ever been licensed or certified;
Whether the complainant is aware of any documentation of the care being provided. When did the alleged illegal facility begin operation, including, if possible, month, day, time, season, year? If it has been ongoing, when and how often has it been observed? Was there anything special about the day it was observed, such as a school holiday, holiday weekend, etc.?;
When is the best time to visit to see the potentially illegal center in operation?;
Whether the complainant observed the violation first hand and, if so, whether they are willing to put observations in writing. Is the complainant willing to supply contact information and to testify, if necessary? Can the complainant identify and provide contact information concerning other potential witnesses or other information related to the situation?;
Whether the center has incorrectly informed the public through advertising and/or other communications that the program is licensed.
2.1. Receiving Complaints by Telephone or in Person
2.1.1. Receiving Anonymous Complaints by Telephone or in Person
This page last updated 10/2021.