File Compliant


​What is an Ombudsman?
An Ombudsman is a protector or defender of citizen’s rights.

How can I file a complaint with the Office of the Ombudsman?

For the quickest response please contact our office by phone or e-mail. You may also submit a complaint in writing. Simply download the complaint form in English or Spanish, complete and either send via email or US mail to:

Susan Kopp, Ombudsperson

She, Her, Hers
9750 Business Park Dr. Suite 220
Sacramento, CA 95827
Phone: 916-875-2000                 
Fax: 916-854-9443
Email: DCFAS-Ombudsperson@saccounty.gov  ​



What should I do before I call the Office of the Ombudsman?

    • Keep good records, take notes, and save all of your documents. 
       Keep the names of the agency staff you have contacted. 
    • Contact the following people in the order listed prior to calling 
       the Ombudsman: 
           1. Your Social Worker or Case Manager 
           2. His/Her Supervisor 
           3. His/Her Program Manager
    • If you don’t get satisfaction, then contact the Ombudsman’s office. 
       We are just a phone call away.

How can the Office of the Ombudsman help you?

    • We will provide information, answer questions and/or identify staff 
       or resources to address your issues.
    • We will research Agency policies and procedures that may assist you
       in resolving your complaint.
    • We will assure that matters are treated in a confidential manner 
       as appropriate. 
    • We will facilitate prompt resolutions of complaints in an independent,
       impartial, objective and professional manner.

What does the Ombudsman do?

  • Provide information, answer questions and/or identify staff or resources to address your concerns.
  • Conduct independent complaint reviews regarding agency policies or practices.
  • Assure policies and procedures are consistent with Department goals and missions of the Department.
  • Assure individuals are treated fairly, respectfully, and with dignity.
  • Assure matters are treated confidential as appropriate.
  • Make recommendations and referrals when appropriate.
  • Facilitate prompt complaint resolution in an independent, impartial, objective and professional manner.



Is there anything the Office of the Ombudsman cannot do?

  • We cannot overturn court orders or make recommendations to the court.
  • We cannot give legal advice.
  • We cannot investigate matters when appeals or lawsuits are pending against the County.
  • We cannot ensure implementation of any recommendation made following investigation.
  • Personnel and disciplinary matters are referred to an Agency Manager for appropriate action.



Who can call the Ombudsman’s office?
Anyone can call: children, parents, grandparents, relatives, foster parents, attorneys, physicians, therapists, social workers, teachers, related agencies, or community organizations, etc.

What if I disagree with the Ombudsman’s findings?
The Ombudsman’s findings concludes departmental actions. Disagreements with the Ombudsman's report of findings should be directed to:

State Department of Social Services
744 P St. M/S 19-90
Sacramento, CA 95814

How to File a Complaint with the State

State and federal regulations allow for you to file a civil rights complaint directly with the DHHS Civil Rights Coordinator at (916) 875-2000 if you believe that you were treated inappropriately or differently solely because of your:
      •  Race
      •  Color
      •  National origin
      •  Religion
      •  Political affiliation
      •  Marital status
      •  Gender
      •  Age
      •  Domestic partnership
      •  Sexual orientation
      •  Ethnic group identification
      •  Disability

 



 
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