Complaint Investigations in AFHs – Webinar Resources

If you weren’t able to attend the Adult Family Home Council’s April 14 Learning Lab webinar, Complaint Investigations in AFHs, or if you’d like to review it again, the full recording and materials are now available.

Presented by Maleia Press, AFHC’s Regulatory Support Director, the webinar walked through how complaint investigations start, which agencies get involved, and what each one does during the process.

The session covered:

• • How complaints and concerns are reported and sent to the Complaint Resolution Unit (CRU)

  • How allegations like abuse, neglect, or exploitation are prioritized and assigned timelines

  • The roles of Residential Care Services (RCS), Adult Protective Services (APS), the Department of Health (DOH), and other investigative partners

  • Typical timelines for investigations and what providers can expect as things move forward

Providers also learned about the RCS investigation process in more detail, including:

• • How investigators prepare for an investigation

  • How and when they contact public complainants and alleged victims

  • How they choose residents to interview and review records for

  • How they gather evidence, make findings, and decide whether non-compliance occurred

  • What happens during exit conferences and how results are communicated

The webinar also touched on unpaid licensing fee complaints and how those cases are identified and investigated.

To make it easy to revisit this information, AFHC is sharing:

• • The webinar recording

  • The presentation slides

  • A resource handout

  • A follow-up Q&A with answers to common provider questions

This webinar was the second in AFHC’s three-part Learning Lab series on inspections, investigations, and citations. The final webinar, Citations, Consultations, and More, will be held on May 21 from 2:00 to 3:00 p.m. It will cover what happens after a visit or investigation, including Statements of Deficiency, Plans of Correction, Informal Dispute Resolution, follow-up visits, and next steps for providers.

These trainings are meant to help you feel more prepared, less surprised by the process, and better equipped to respond if your home is ever part of an investigation.