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Office of Ombudsperson for Families Complaint Process

What does OBFF do?

Overview of Services

The Office of Ombudsperson for Families (OBFF) accepts complaints about active child protection matters across all 87 Minnesota counties. The office can recommend fixes if an agency fails to follow state or federal laws and policies. This includes concerns about:

  • Bias or discrimination
  • A lack of culturally appropriate services
  • Poor linguistic and cultural sensitivity

Steps to Take Before Filing a Complaint

Because county agencies can often resolve issues quickly, try these steps first:

  1. Use the county agency's formal grievance process.
  2. Contact leadership: Ask to speak with the worker's supervisor, program manager, or agency director using Minnesota's online County/Tribal directories.
  3. Talk to others involved in your case: Ask for help from a parent, foster parent, case worker, supervisor, Guardian ad Litem, or another involved professional.

If these steps do not fix or resolve the issue, submit a complaint to the OBFF.

How to Submit a Complaint

Online (preferred): Fill out the online complaint form on the OBFF website.

Submit a complaint

By Email or Phone (For Assistance): If you have trouble filling out the form online, an Intake Specialist can help you complete it.

How We Review Your Complaint

An intake specialist and investigator review every complaint to see if it falls within the OBFF's legal authority and scope. If it does not, they will provide you with helpful resources or refer you to the correct Ombudsperson office or community service.

Response Timeline

  • Within 24 hours: You will get an email confirming we received your complaint, along with basic details about the OBFF and how we handle complaints.
  • Within 48 hours: If your complaint falls within our scope, an investigator will reach out to you by phone, email, or text.
  • Within 72 hours: If your case is complex and requires staff to consult with a supervisor, we will make initial contact within this window instead.

What Happens Next?

The OBFF does not have the power to order changes in rules, regulations, policies, or procedures. We cannot require changes to court rulings or orders or force a county agency to make or change decisions or actions about your case.

The OBFF can recommend which child protection agencies and other entities are involved in a case of value. We may also choose to send a formal report of our findings and recommendations to the legislature, governor, and the public.

After reviewing your complaint, the OBFF team may:

  • Connect with the right person or organization to address your issue.
  • Contact the agency involved to ask for an explanation.
  • Help clear up miscommunications.
  • Explain how to appeal a decision.
  • Help you better understand your rights and available resources.
  • Ask you or others for more evidence.
  • Review official records.
  • Research relevant laws, regulations, policies, and procedures.
  • Suggest ways the agency can fix underlying problems.
  • Start a formal investigation (done rarely, only when there is evidence of very serious or widespread problems).

Throughout the life of your case, OBFF staff will continue to communicate with you and provide updates and other important information.

American Indian or Alaska Native Children

If you have a case involving a child who may have American Indian or Alaska Native heritage, do not complete the OBFF intake form. Contact the Office of Ombudsperson for American Indian Families: intake.oaif@state.mn.us or call: 651-643-2523.

If you require or feel more comfortable discussing your problem in a language other than English, an interpreter will be provided upon request. | Si necesita o se siente más cómodo hablando de su problema en un idioma que no sea el inglés, se le proporcionará un intérprete si lo solicita. | Haddii aad u baahato ama aad dareento in aad dhibkaaga kaga hadasho luuqad aan Ingiriisi ahayn, turjubaan ayaa lagu siin doonaa marka la codsado. | Yog tias koj xav tau lossis xav tias yooj yim tham txog koj qhov teeb meem ua hom lus uas tsis yog lus Askiv, tus neeg txhais lus yuav raug muab rau thaum thov. | Yesli vam neobkhodimo ili vam udobneye obsudit' vashu problemu na drugom yazyke, krome angliyskogo, po zaprosu vam budet predostavlen perevodchik.

Accessibility note: To request information in another format for accessibility purposes, contact us by emailing obff.info@state.mn.us or calling 651-603-0058.