Assigned to FS                                                                                                              FOR COMMITTEE

 

ARIZONA STATE SENATE

Phoenix, Arizona

 

FACT SHEET FOR S.B. 1543

 

county liaison; DES complaints

 

Purpose

 

Requires each county board of supervisors to designate one supervisor as a liaison to receive and respond to consumer complaints the Department of Economic Security (DES).

 

Background

 

Each division of DES has a client advocate or constituent liaison who handles complaints. Community Information and Referral, a statewide information hotline, directs calls regarding issues relating to DES to the client advocate in the relevant division of DES and provides the phone number of the Arizona Ombudsman-Citizens’ Aide Office.

 

 According to the Ombudsman-Citizens’ Aide Office there were 306 complaints from consumers of DES services in 2000.Of those, 103 were handled by giving the consumers information and guidance, 144 needing intervention assistance, and 60 were investigated to determine proper course of action.

 

Laws 2000, chapter 285 established a family advocacy office within DES to respond to DES complaints, track complaints, to report monthly to the DES Director and to report semiannually to the Governor, the Legislature and the Joint Legislative Committee on Children and Family Services.

 

Laws 2000, chapter 261 established three statutory committees to promote the rights of persons receiving services from DES. These committees are responsible for receiving and responding to consumer complaints of DES and DHS services as well as other responsibilities.

 

According to the National Conference of Sate Legislatures (NCSL) there are 11 states that have county-based children and families welfare systems but no states has designated a member of the county board of supervisors to respond to consumer complaints regarding state-run programs.

 

Provisions

 

1.      Requires a designated member of the county board of supervisors to act as a liaison to receive and respond to complaints regarding DES from consumers of the services of DES.

     

2.      Requires the Duty Director’s Office of DES to cooperate fully with the designated county liaison.

 

3.      Requires a general effective date.

 

Prepared by Senate Staff

February 19, 2001