Health and Human Services

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, complete and mail to:

DHHS, Ombudsman Program
7001 A East Parkway
Sacramento, CA 95823
Telephone: (916) 875-2000
Fax: (916) 875-1283
E-mail: deanev@saccounty.net

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?

• Conducts independent reviews of complaints concerning Agency policies or practices.
• Ensure that policies and practices are consistent with DHHS goals and missions.
• Ensures that individuals are treated fairly, respectfully and with dignity.
• Makes referrals and recommendations when appropriate.

Is there anything the Office of the Ombudsman cannot do?

• We do not have the authority to overturn a court decision or make recommendations to the court.
• We cannot investigate matters when appeals or lawsuits are pending against the County.
• Personnel and disciplinary matters are referred to an Agency manager for the appropriate action.
• We are unable to give legal advice.
• We cannot ensure implementation of any recommendation made following our investigation.

Who can call the 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