About us
The Congregate (Youth) Care Ombuds is an impartial and independent team whose core functions are to serve as an advocate for youth and investigate concerns regarding congregate care programs.
What is a congregate care program?
- Outdoor youth program
- Residential support program
- Residential treatment program
- Therapeutic school
What we do
- We listen to your concerns.
- We answer your questions about congregate care programs.
- We can advocate and be a voice for you.
- We conduct independent reviews.
- We resolve concerns by offering resources, explaining policies, working directly with the congregate care program, or opening an investigation.
What we cannot do
- Investigate allegations of abuse or neglect. These concerns will be referred to the Division of Child and Family Services.
- Investigate health and safety standards of congregate care programs. These concerns will be referred to the Office of Licensing.
- Give legal advice.
Congregate care ombuds poster
Congregate care ombuds brochure
Congregate care ombuds (CCO) case process
1. Intake:
CCO can be contacted by phone, email, online form, or mail. During the intake, staff will listen to the concerns, ask about preferred outcomes, and provide information regarding CCO. We will determine if we can provide further assistance or will make a referral to the appropriate agency.
2. Preliminary investigation review (PIR):
CCO staff will review the concerns and gather additional information. This may include contacting the congregate care staff, parents/legal guardians, youth in placement, or reviewing records to identify potential resolutions.
3. Investigation:
If the PIR does not provide enough information and the concern is not resolved, an investigation may be opened. An investigation may include but is not limited to a site visit to observe the program, interviews with congregate care staff, interviews with youth, review of congregate care program records, and the completion of a formal report.
4. Case closure:
CCO staff is committed to keeping the complainant updated throughout the case. Upon completion of the case, we will notify them of the steps taken to address the concern and if a resolution was reached with the congregate care program.
How to file a complaint
You may file a written, oral or electronic complaint with the Utah Department of Health and Human Services Office of Ombuds. The events leading up to the complaint must have occurred within the last three months. You will be contacted by the Office of Ombuds within three (3) business days of submitting your complaint. Your information will remain confidential.
801-538-4580 (TTY: Utah Relay 7-1-1)
Monday – Friday
8 a.m. – 5 p.m.
Department of Health and Human Services
Congregate Care Ombuds
195 N 1950 W 1st floor
Salt Lake City, UT 84116
Tips for making a complaint
- Be Timely
- Check to make sure you are submitting your concern to the right agency
- Provide the details of your concern - share the facts
- Be clear and specific
- State what you want as the result
- Be polite
- Be patient
