What to do if you have concerns about First Steps

We had a comment that a family was having some concerns with First Steps, so this post deals with how to address that. Please contact us if you have any topics you'd like us to cover-we want to share information so we can all be the best advocates for our children.

from (First Words 2/04 and 1/07)
We expect your experience in the First Steps system will be a positive one with excellent services and communication from your entire team. However, there may be times when you have concerns that arise about First Steps that need to be resolved. You could be concerned about the amount of service your child is receiving, the professionals providing the service, your child’s eligibility or even how records about your child are kept. Whatever the concern, the sooner the problem is addressed, generally the better the outcome.

The best place to start when you have a concern is with your service coordinator. Your service coordinator is your link to all the services your child receives and can communicate with all participating parties. Be honest, direct and specific about the concern and what you would like to see instead. If your concern is your service coordinator, then you will want to talk with the intake coordinator at the System Point of Entry (SPOE). You may also talk with the SPOE supervisor. The SPOE staff will be able to help you search the provider matrix for a better match for you and your child. Another option is to contact the coordinator of your Local Planning and Coordinating Council (your county First Steps Council). Names and phone numbers of these individuals in your county may be found on the First Steps website under “how to contact us.” Several clusters also have a Quality Assurance staff person who you could contact with concerns. Each SPOE’s process of handling concerns and complaints may vary somewhat depending on their staff organization.

If you are unable to resolve your concerns, you may need to express them in a more formal way. Ask your service coordinator for a copy of A Family’s Guide Through Procedural Safeguards, which outlines the procedures for filing a complaint and provides sample letters. You can file a complaint in writing and send it to the Complaint Coordinator for the First Steps Early Intervention System. Formal complaints are investigated and responded to with 60 calendar days. You can call 1 800 441 STEP for more information.

If you disagree with the identification, evaluation or placement of your child, you may request mediation, where a mediator listens to both sides and helps to develop an agreement which suits all parties involved. Mediation is not a binding agreement. You may also request an impartial hearing where a hearing officer listens to both sides of the issue and renders a decision. This is a binding agreement. For issues of identification, evaluation and placement, mediation and an impartial hearing may be requested at the same time.
Very few formal complaints are filed each year in the First Steps system, as most concerns can be resolved at the local level with the procedures outlined above. Formal complaints are reported each year in the First Steps Annual Report.

Procedural safeguards are in place for a reason, and families should understand how to use them when appropriate.