Quality Assurance & Compliance
Responsibility
The Quality Assurance and Compliance Division is responsible for ensuring the quality of service provision to the Department through managing appeals processes, quality control, investigations and administrative reviews, program evaluation, corrective and preventative action planning, monitoring and data analysis and reporting. It is the goal of the Division to make certain that the integrity and quality of service is provided at every interaction.
The Division is dedicated to Quality, Unity, Assessing, Leadership, Integrity, Timeliness and Yielding results. It is the goal of the Division to ensure every customer experiences Quality Service @ Every Interaction.
How to File an Appeal
In most situations, customers are allowed to request an appeal under the following conditions:
- Denied benefits including but not limited to the food supplement program, temporary cash assistance, medical assistance and child care subsidy;
- Service case has been closed or a foster home is denied certification; or
- An individual has been identified as a maltreator in a Child Protective Services (CPS) investigation and has received a finding of Indicated or Unsubstantiated.
Family Investment Programs
To file for an appeal select the appropriate link to access an appeal form:
- English (PDF)
- Spanish (PDF)
Child Protective Services Investigation
To determine eligibility for such a hearing, a notarized form providing permission to search the database and locate any investigative files is necessary. If you complete and return the Child Protective Services Background Clearance form to our office, we will notify you as whether you are entitled to a hearing. We cannot accept forms that are incomplete and are NOT notarized.
To begin the process to file for an appeal access the Consent for Release of Information/Background Clearance Request form (PDF). Select option to determine “if I have any remaining appeal rights.”
Request a Child Protective Services Background Clearance
Complete the Consent for Release of Information CPS Background/Adam Walsh Background Clearance Request form. This notarized form provides permission to search the database and locate any investigative files is necessary. Send the completed and notarized form to Prince George’s County Department of Social Services, 805 Brightseat Road, Landover, MD 20785. We cannot accept forms that are incomplete or not notarized. Clearance requests are processed and the results sent to the requester upon completion. Results are typically completed within 30 days however there are situations in which the clearance may take longer. Questions regarding a clearance form can be sent to:
Phone: (301) 909-2230
Email: Local.PGCDSS@Maryland.gov
Notice of Equal Opportunity
No person shall be denied access to activities, programs and services of the Department of Human Resources (DHR) on the basis of race, color, national origin, ancestry, sex, religion, age, mental or physical disability, political affiliation, sexual orientation, gender identity and /or expression, martial status or familial status. This includes the activities, programs and services of a local department of social services (DSS) agency, as well as vendors who provide services for DHR's customers.
Requesting a reasonable accommodation:
If you are an individual with a disability, you may be entitled to reasonable accommodations to help you access DHR's activities, programs and services. This applies even if you are dealing with a DSS agency or a vendor who provides services for DHR's customers.
Examples of Reasonable Accommodations:
- Hearing Impairment: sign language interpreter; providing an assistive listening device
- Visual Impairment: having a qualified reader read to a customer
- Mobility Impairments: mailing forms to a customer, meeting a customer at a more accessible location
- Developmental Disabilities: Having things written down; taking breaks; scheduling appointments around a customer's medical needs
You may request a reasonable accommodation from a DSS agency or a vendor at any time and your request may be oral or written. There are no particular words that you need to use to request an accommodation. A request may be made by you or someone helping you. A request for a reasonable accommodation may be made in person, in writing or over the telephone. If you need to request a reasonable accommodation because of your disability, you should speak with the ADA Field Coordinator at your local DSS agency. The name of the ADA Coordinator is posted at your DSS agency. However, you may also ask for more information at the front desk.
To Discuss A Concern About Your Disability:
If you believe that you are entitled to a reasonable accommodation because of your disability, but one was not provided, you may contact Prince George's County Department of Social Services Disability Assistance Line at 301-909-2100 or email at Local.PGCDSS@Maryland.gov
You may also file a complaint with the Department of Human Resources' Office of Employment and Program Equity (OEPE) at 410-767-7861 or by email at dhr.oepe@maryland.gov
You can mail your complaint to Maryland Department of Human Resources, ATTENTION Complaints, Office of Employment and Program Equity, 311 W. Saratoga Street, Room 170, Baltimore, Maryland 21201.
Customer Inquiries
The Office of Constituent Services (OCS) assists customers with problems or complaints with a variety of situations. When you need assistance that has not been otherwise resolved at the District Office or through other channels, the OCS may be able to assist you.
To apply or check the status of your case visit MyDHR Benefits:
https://mydhrbenefits.dhr.state.md.us/dashboardClient/#/home
To speak with a representative about the status of your case, contact 1-800-332-6347.
To contact Prince George's County Office of Constituent Services, you can call 301-909-7025, or email: Local.PGCDSS@Maryland.gov.
How to Report Fraud
The Office of Inspector General protects the integrity of the Department of Human Resources by providing preventive and enforcement services through independent audits, reviews and investigations. The OIG identifies, investigates and resolves suspicions of fraud, waste and abuse.
If you would like to report fraud, there are two ways that you can advise us:
- Phone: 800-332-6347
- Online
How to Report Employee Fraud
http://dhr.maryland.gov/office-of-the-inspector-general/report-state-employee-fraud/
How to Report Recipient Fraud
http://dhr.maryland.gov/office-of-the-inspector-general/welfare-fraud-complaint-form/
Data & Reporting
Data Analysis and Reporting is an integral component to all the processes Quality Assurance and Compliance Division engages in. Data reports are available for public review. In the event you have a data request for a grant application or other research project, contact our offices and staff will provide you with information regarding the review process.