The mission of the ACS Office of Advocacy is to support safety, permanence and the well being of all children and families involved with the child welfare system. To this end, we provide impartial resolutions to conflicts between clients and voluntary agencies or ACS offices. The Office of Advocacy also provides information to the public about child welfare policies and procedures in an effort to ensure that parents, foster parents and youth are aware of their rights and responsibilities and obtain their due process. Through its interaction with clients, the Office of Advocacy gathers feedback that can help ACS and partner agencies improve services for children and families.

The hours of operation for the Office of Advocacy units are: Monday – Friday 9:00 AM – 5:00 PM.

The Office of Advocacy is comprised of four units:

• Parents’ and Children’s Rights
• Independent Review
• Ombudsman
• Parents As Partners

1. Parents' and Children's Rights

The Parents’ and Children’s Rights Unit receives calls or in-person inquiries from parents, foster parents, children and other concerned parties who have concerns regarding ACS or contract agencies with regard to child welfare cases. Common issues handled by this Unit include: clarification of child welfare procedures, non-payment of foster care monies, custody issues, family planning information, ensuring families receive services needed towards reunification; visitation, educational services, etc. The Parents’ and Children’s Rights Unit will hear the complaint and will help a client either directly or by contacting the appropriate ACS unit or agency to determine the best way resolve the problem.

Any parent, foster child, foster parent, or other concerned person involved with ACS who needs assistance in resolving an issue with a child welfare case may call the ACS Parents' and Children's Rights Unit helpline: 212-676-9421.

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2. Independent Review

The Independent Review Unit is responsible for conducting Independent Reviews, or administrative conferences, according to New York State Social Services Regulation 443.5. When a foster care agency or ACS proposes the removal of a foster child or removes a foster child from a foster home the foster parent(s) is entitled to a conference, facilitated by a neutral party, where the agency presents the reasons for removal and the foster parent(s) can present their opposition to the removal.  Foster parents have a right to bring an advocate or an attorney. An attorney is not allowed to question or cross examine any participants; they can advise their client and make a statement.  Once the conference is over, the Independent Review Officer determines whether or not the removal is necessary and/or appropriate and sends all parties a copy of the written decision. This decision must be implemented by the agency and ACS.

According to New York State regulations the child welfare agency must notify the foster family in writing of its intention to remove the child at least 10 days in advance by issuing a Notice of Removal (form CS 701D available for contract agencies on DocuShare via the ACS intranet). This notice also advises the foster parents of their right to request an Independent Review. Once the Review is requested, the child remains in the foster home until the decision of the Review is rendered (except in cases of an emergency removal where there is imminent risk of harm to the child). In cases of emergency removals, the agency must give the Notice of Removal to the foster parents at the time of removal or it must be provided to them immediately after the removal.
The Independent Review Unit is staffed by social workers who function as Review Officers. To request an Independent Review, call the helpline: 212-676-9002.

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3. Ombudsman’s Office

The Ombudsman's Unit is staffed by social workers who respond to telephone calls and written correspondence received by the Commissioner's Office or from individuals who present information directly to the Commissioner’s office regarding child welfare case issues. The calls and correspondence come from parents, foster parents, children, other concerned parties, elected officials and members of the public.

Once an inquiry is received, the Ombudsman helps to determine the appropriate action to be taken and who should undertake it. If a specific case is in question, the Unit obtains background information about the case and contacts the appropriate ACS unit or contract agency to resolve the issue. To contact the Ombudsman Unit call the helpline: 212-788-3052.

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4. Parents as Partners

The Parents As Partners Unit was initiated in October of 2005 and is staffed by three Family Specialists who are parents who once had children in the foster care system and successfully achieved reunification. The Family Specialists assist in providing concrete services to parents who are experiencing difficulty with their case or lack knowledge about child welfare issues.

Depending on the needs of the client, the Family Specialists offer a variety of services such as: helping parents in navigating the system, planning for the return of their children, obtaining public benefits and/or housing resources. They are a great source of emotional support for parents at a time when they feel most vulnerable. The Family Specialists ensure that parents are informed regarding child welfare procedure, emphasize the importance of participation in the service plan and provide parents with support at conferences and visits. These staff members are not able to escort or represent parents in Family Court.

The Family Specialists work closely with the other units of the Office of Advocacy, all ACS divisions and contract agencies to help engage families so that the goal of reunification can be achieved. For more information or to refer a client that you believe would benefit from working with a Family Specialist, please call the Parents' and Children's Rights Unit helpline: 212-676-9421 and ask to make a PAP referral.

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