Euroasian Adoption Consultants, of Illinois, Inc. ("EAAC") will provide a written copy of its policy and procedure for complaints to all individuals who are its prospective clients, including, as applicable, biological parents, adoptive parents, and adoptees that it has served. Such notice will be provided at the earliest time possible, and, in the case of biological and adoptive parents, prior to placement or prior to entering into any written contract with a client(s). Receipt of a copy of the EAAC's policy and procedures shall be evidenced by a written receipt signed and dated by the client(s) and witnessed; a copy of the receipt shall be maintained in the file maintained by EAAC for the client(s).
Any person who believes that EAAC maintains policies or procedures that violate rules issued by the Illinois Department of Children and Family Services (“DCFS“) or any other governmental agency or that EAAC has violated a DCFS rule and any person who is otherwise dissatisfied with services provided by EAAC may file a complaint. In addition, anyone who believes that he or she was intimidated, threatened, coerced, discriminated against or otherwise retaliated against in some way because he or she made a complaint, testified, assisted or participated in any manner in an investigation related to a complaint filed against EAAC may also file a complaint.
Individuals who may file a complaint include but are not limited to a foster or adoptive parent or other member of a foster or adoptive family and a prospective foster or adoptive parent or other family member. Individuals who wish to file a complaint should do so in writing. EAAC has designated its Executive Director to accept consumer complaints filed with it and a complaint may be filed with either of the following:
Euroasian Adoption Consultants of Illinois, Inc. Illinois Department of Children and Family Services
Attention: Executive Director 8 East Galena Blvd Suite 301
949 N. Plum Grove Rd. Aurora, Il 60506
Schaumburg, IL 60173
If a complaint is filed with EAAC, EAAC will initiate an investigation of the complaint no later than 2 business days after receipt. Within 10 business days of receipt of a complaint, EAAC shall report, in writing, the outcome of its complaint investigation to its DCFS regional office or to its DCFS Licensing Representative. EAAC will cooperate fully with DCFS during the course of any investigation of a complaint conducted by DCFS and will submit any information requested by DCFS not later than ten (10) business days from the date of the request, unless otherwise agreed upon.
If the complaint involves an alleged violation by EAAC of a DCFS rule or any other applicable governmental law, rule or regulation, upon determination that the violation occurred in fact, all appropriate corrective action shall be taken at the earliest possible time and policies and procedures shall be established to prevent similar, future violations. In addition, in the case of a violation of a DCFS rule, EAAC will comply with all DCFS directives issued with respect to the complaint.
In all other cases, after investigating the facts alleged in the complaint, EAAC will attempt to resolve the complaint in accordance with applicable EAAC policy or policies and governing law. Any resolution of such complaint, including a resolution that results in no action taken by EAAC, will be based on the results of the investigation of the facts involved, the merits of the complaint, the reason or reasons for the EAAC action giving rise to the complaint, the applicable law and EAAC policies, and any other relevant circumstance.
Additional Complaint Policies:
EAAC shall maintain written documentation of all complaints that it receives. No person who has filed a complaint or who has testified, assisted, or participated in any manner in the investigation of a complaint shall be intimidated, threatened, coerced, or retaliated against by EAAC or any employee or contractor of EAAC. EAAC will maintain no policy that prohibits an individual from filing a complaint with the United States Department of Health and Human Services, Office for Civil Rights alleging discrimination that involves race, color or national origin in EAAC's adoption process. Resolutions of all complaints shall be reported to the EAAC board of directors at its next meeting.
Any website maintained or established by EAAC in the future shall have posted on it a copy of this POLICY AND PROCEDURE FOR COMPLAINTS and EAAC’s Illinois license number, as well as the Illinois statewide toll-free adoption agency information and complaint registry telephone number.