CHILD WELFARE MANUAL

(Effective:  04/28/2026)

8.1.1 Service Delivery Grievance Process             

A service delivery grievance is a formal complaint regarding a perceived or actual issue with service delivery, employee conduct, or an agency decision. The service delivery grievance process outlines grievance types eligible for a service delivery grievance, who may file a service delivery grievance, and the process of filing a service delivery grievance.

8.1.1.1 Eligibility for a Service Delivery Grievance

A service delivery grievance may be any disagreement or complaint a youth, family member, or resource provider has with an employee or a contractor of the CD.  The grievant must be currently receiving services or had services terminated within the last 30 days to initiate a grievance. Examples include, but are not limited to:

• Youth disagreement with placement recommendations made by the worker or Family Support Team
• Parent does not feel they are receiving services as provided for in the case plan
• Incorrect information relayed in court reports
• Visitation issues for incarcerated parents
• Cancellation of meetings/visits without notice
• Concerns about visitation frequency

Decisions addressed by other grievance procedures:

The Service Delivery Grievance process may be utilized for grievances not covered below

• Discrimination complaints (refer to DSS Administrative Manual 2-104)
• Alleged criminal conduct by staff (refer to the applicable Regional Director, who shall immediately notify the Division Director’s office)
• Child Abuse/Neglect investigation outcome disputes (refer to Request to Re-Open Investigation (CD-255))
• Court rulings, statutes, or legal appointments (GAL, Juvenile Officers, CASA, judges)
• Licensing denials/revocations (refer to CWM 6.7.1 Children’s Division Fair Hearing Process)
• Resource provider complaint about a case management decision regarding a child who is, or has been, placed in their care. A case management decision does not include a decision made by the family support team, adoption staffing team, a court of appropriate jurisdiction, or any matter that is the subject of litigation before a court of competent jurisdiction (refer to CWM 6.7.2. Alternative Care Review Board (ACRB)).
• Adoption or guardianship subsidy decisions to delay, deny, or modify the amount or type of the subsidy (refer to CWM 6.7.1 Children’s Division Fair Hearing Process).

 

8.1.1.2 Who May File a Service Delivery Grievance

Individuals who may file a Service Delivery Grievance include, but are not limited to:

• Adult family members currently receiving services or those whose services ended within the past 30 days
• Youth 12 years of age and older
• Children under 12 years of age, with assistance from a parent, guardian, resource provider, or Guardian ad Litem
• Resource providers, unaffiliated with contracted agencies to provide care. Note: resource providers whose case is managed through Foster Care Case Management (FCCM) must file their grievance through the individual FCCM grievance process.

 

8.1.1.3 Responsibilities and Best Practices

• Inform: Communicate with families, resource providers, and youth when applicable, about their rights and the service delivery grievance procedure.
• Offer assistance: Provide support to the grievant throughout the process, if requested.
• Focus on resolution: Prioritize a solution-oriented approach to effectively address and resolve the complaint.
• Document all actions: Record the grievance in the narrative section of the record and file the Service Delivery Grievance Form in the Administrative Section of the case file.
• Communicate the outcome: Inform the grievant of the final outcome and the actions taken to address their complaint.

 

8.1.1.4 Steps in the Service Delivery Grievance Process

The Service Delivery Grievance protocol is to be utilized after all other efforts to resolve the issue or complaint have been exhausted. Other efforts include solution-focused discussions with the worker, the supervisor, and other Family Support Team members. CD team members from the county office shall ensure the grievant is fully informed of their right to grieve and, when appropriate, assure the grievant has a Service Delivery Grievance Form (CS-131).

Foster Care Case Management (FCCM) agencies complete their own independent grievance process and forward the resolution to CD.FCCMGRIEVANCERESPONSE@DSS.MO.GOV which will then be uploaded to the grievance portal by CD staff. Forwarding the resolution does not exempt the FCCM from following responsibilities and best practices outlined in 8.1.1.3.

 

Level One – Local Resolution

1. The grievant initiates the Service Delivery Grievance process by completing Section I of the Service Delivery Grievance Form (CS-131), signing the form, and submitting it to AskCD@dss.mo.gov or Attn: Lead Administrative Support Assistant, 205 Jefferson Street, 10^th floor, Jefferson City MO 65101.
2. Workers must assist the grievant in completing the form, if requested.
3. Upon receipt, the CS-131 will be entered into the Service Delivery Grievance Database by Central Office and shared with the appropriate Circuit Manager/ local office.
4. Within 15 business days of receipt of the request, the Circuit Manager/designee must review the Service Delivery Grievance and facilitate an informal meeting about the complaint in attempt to resolve the matter with the grievant, worker, and supervisor. The Circuit Manager or designee shall prepare and provide the grievant, the worker, and the supervisor with a written response to the grievance by completing Section II of the Service Delivery Grievance Form, indicating actions taken at Level One to resolve the issue.
5. The Circuit Manager or designee shall update the Grievance Delivery Database; and upload the updated CS-131 into the electronic case file (OnBase).
6. The Circuit Manager or designee shall document the grievance discussion in the system of record (FACES Narrative).
7. The Circuit Manager or designee shall provide the updated copy of the form to the grievant, worker, and supervisor.
8. A copy of the updated grievance form with Level One response shall be placed in electronic case file (OnBase).

Level Two – Regional Review

1. If the grievant disagrees with the Circuit Manager’s response, the grievant may continue the grievance process by submitting the Level One CS-131 response, with the completed Section II, to AskCD@dss.mo.gov or Attn: Lead Administrative Support Assistant 205 Jefferson Street, 10^th floor, Jefferson City MO 65101.for a review by the Regional Director/designee within 15 business days from the date the written Level One response was received by the grievant.
2. The Regional Director/designee shall review the Level One information and will contact all relevant parties to gather more information as necessary regarding the grievance.
3. The Regional Director/designee shall document their decision on Section III of the CS-131 and share the decision with the grievant within 15 business days of receipt.
4. The Regional Director or his/her designee shall update the Service Delivery Grievance Database, upload the completed grievance form into the system, and provide the updated copy of the form to the grievant and to the Circuit Manager or designee.
5. The Regional Director or designee shall document the grievance discussion in the system of record (FACES Narrative).
6. A copy of the updated Service Delivery Grievance Form with the Level Two response shall be uploaded in the electronic case file (OnBase).

Level Three – Children’s Division Director Review

1. If the grievant disagrees with the decision by the Regional Director/designee, the grievant may submit the CS-131 with the completed Sections II and III to AskCD@dss.mo.gov or Attn: Lead  Administrative Support Assistant 205 Jefferson Street, 10^th floor, Jefferson City MO 65101 for review by the CD Division Director or designee within 15 business days from the date the written Level Two response was received by the grievant.
2. The CD Division Director/designee shall review prior information and will contact the grievant and other relevant parties as needed for additional information.
3. The CD Director’s final decision shall be documented in Section IV of the CS-131 within 15 business days of receiving the CS-131. A copy of the completed CS-131 shall be mailed to the grievant and shared with the Regional Director.
4. The CD Director/designee shall upload the completed CS-131 and final decision into the Grievance Database and OnBase of the electronic case file.
5. The CD Director/designee shall document the grievance discussion in the system of record (FACES Narrative).

The decision of the Children’s Division Director is considered the final decision.