CFS Office of the Ombudsperson

2023 NACo Achievement Award Winner

San Bernardino County, Calif., CA

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About the Program

Category: Children and Youth (Best in Category)

Year: 2023

The Children and Family Services (CFS) Office of the Ombudsperson was established in February 2021 as an internal complaint resolution process for the Department. The process offers an additional level of customer service to the families served, to resolve emerging concerns. The CFS Office of the Ombudsperson offers complainants an impartial, objective and professional manner in which to have their concerns heard and addressed. The purpose of the program is to enhance customer service by ensuring equity and fairness for all complainants, while improving resource allocation and the efficiency to address consumers’ needs, thereby leading to positive solutions. With the CFS Office of the Ombudsperson, the Department has created not only an additional line of communication with the communities and families served, but also a way to address their issues expeditiously.

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