Wisconsin Department of Children and Families - Division of Early Care and Education
Bureau of Early Care Regulation
Child Care Licensing Procedure Manual
If the licensing specialist ever has concerns for their safety, they should immediately leave the premises and consult with the licensing manager/licensing supervisor about next steps.
Even if safety is not an issue, unlicensed complaint investigations often take place in an emotionally charged environment. Every complaint about an unlicensed center is an accusation of wrongdoing, whether it is true or not and, when true, potentially sets the stage for forfeiture and/or legal action. The licensing specialist must keep in mind that hostility on the part of the provider who is feeling caught is not an inappropriate response. Even providers who are operating legally may be upset by the accusation of wrongdoing that initiated the unlicensed complaint investigation.
The licensing specialist must suspend judgement and not assume guilt when faced with a defensive, angry reaction. The best response is to:
Not take the anger personally;
Remain calm and businesslike, yet empathetic. The licensing specialist may acknowledge how the person feels while remaining neutral about the validity of the reasons for those feelings. For example, “I realize that this is upsetting to you. I realize you are angry. I fully appreciate how worried you are about this situation.”;
Stress common goals. For example, state, “We both want to make sure that the children are well cared for.”;
Allow a reasonable amount of venting to occur. However, if the anger is so intense that the interview is unproductive, it is always best to suspend the interview and allow a cooling off period before trying again. (Discuss this with the licensing manager/licensing supervisor);
State the consequences of non-cooperation if someone is trying to thwart the investigation. This should be done in a neutral, non-threatening way;
Emphasize the benefit of concluding the investigation as soon as possible.
This page last updated 10/2021.