Request Advocacy
Share a concern, request support, or file a complaint about a matter involving CYFD.
This office does not handle emergencies
If you need to report child abuse or neglect or emergency safety issues, please instead contact CYFD's Statewide Central Intake line at 1-855-333-SAFE (7233), or call 911 or your local law enforcement.
How to Request Advocacy or File a Complaint
We are committed to making our Office accessible and accept complaints through our online portal or by email, phone, or mail.
The online complaint portal is the fastest and most efficient way to submit a complaint. The portal guides you through the information we need to begin our review, helping us process your concerns and determine next steps more quickly and accurately.
To help us process your complaint as efficiently as possible, please submit it using only one method. Duplicate submissions through multiple channels may slow the intake and review process.
Online portal
Fastest option. Open the complaint portal
Phone
201 3rd St. NW
Suite 300
Albuquerque, NM 87102
What to Do Before Submitting Your Request for Advocacy or Complaint
Please note that the online portal is not for reporting child abuse or neglect or urgent safety issues. If you need to report abuse, please contact CYFD Statewide Central Intake at 1-855-333-SAFE (7233) or call 911 or your local law enforcement agency.
Before reaching out to the Office of the Child Advocate (OCA), we recommend trying the following steps:
-
Start by talking to the assigned CYFD caseworker.
-
If that doesn't solve the issue or you are unable to get a response, speak with the caseworker's supervisor, manager, or chain of command.
-
Keep in mind that CYFD may be legally restricted from sharing certain case information.
-
Contact CYFD's Office of Advocacy at cyfd.advocacy@cyfd.nm.gov to make them aware of the issue and request assistance.
-
If this is an urgent or after-hours concern and you cannot reach someone on your CYFD team, please call CYFD Statewide Central Intake at 1-855-333-SAFE (7233), which is staffed 24/7.
Complaint Criteria and Jurisdiction
What the OCA can do
The OCA has authority and discretion to review matters involving CYFD action or inaction and determine whether it warrants investigation and what the most appropriate steps are.
Ideally, matters are reported to the OCA when they were unsuccessfully or unable to be addressed by CYFD.
Complaints must be related to a case involving a child who:
-
has been alleged to have been abused or neglected;
-
has a parent or guardian who is the subject of an abuse and neglect investigation;
-
is receiving protective, juvenile justice, behavioral health, or preventative services from or through CYFD; or
-
is in CYFD custody.
The OCA may review an inquiry or complaint when it alleges that an action or inaction by CYFD or its affiliates:
-
Requires urgent intervention to avoid a detrimental outcome to a CYFD-involved child or family;
-
Is inconsistent with state or federal law, regulation, or policy; CYFD policy and procedure; or trauma and culturally responsive best practices in child welfare;
-
Does not align with the Child/Youth and Foster Parent Bills of Rights;
-
Is based on incorrect or incomplete information or unsupported by adequate reasoning;
-
Appears discriminatory, retaliatory, unreasonable, unfair, or otherwise objectionable, even though in accordance with law;
-
Appears to be part of a larger systemic trend or issue; or
-
Where the complainant is not comfortable addressing the concern with CYFD directly.
What the OCA cannot do
The OCA cannot:
-
Investigate abuse or neglect
-
Respond to emergencies or take custody of children
-
Investigate in cases that do not involve action or inaction by CYFD
-
Mandate the reversal of a CYFD decision
-
Investigate misconduct or issue discipline against CYFD workers, attorneys, judges, or law enforcement
-
Intervene in criminal or civil court proceedings or overturn court orders
-
Issue payments or change subsidy amounts
-
Provide case records
-
Offer legal advice or representation
Who Can Contact the OCA?
Anyone can reach out to the Office of the Child Advocate to request support or raise a concern. This includes, but isn't limited to:
-
Children and youth
-
Biological parents and legal guardians
-
Foster, adoptive, or prospective adoptive parents
-
Relatives and fictive kin
-
Attorneys, judges, and court-appointed special advocates (CASAs)
-
CYFD staff or other providers
-
Community members, providers, and other stakeholders
No matter your role or relationship to a child, the OCA is here to listen, respond, and advocate. We believe every voice matters, and every concern deserves to be heard.
What to Expect After Filing
-
Confirmation
The OCA will confirm receipt of the complaint within 2 business days and review the complaint.
-
Review
The OCA may then interview the complainant and review relevant information and documents, including CYFD, court, and law enforcement records.
-
Determination
The OCA will then determine whether the complaint meets the criteria for OCA review and identify any alleged violations and remedies.
-
Update
The OCA will provide updates to the complainant within 30 days of receiving the complaint.
In response to a complaint, the OCA may:
-
Provide information about the child welfare system and relevant laws, policies, and procedures
-
Refer complainants to another appropriate entity or agency for assistance
-
Provide information about other available remedies
-
Contact CYFD to request assistance or information
-
Initiate a formal investigation
-
Decline taking further action because the complaint does not meet criteria, can be resolved by another remedy, or other reason
If the OCA initiates a formal investigation, the OCA may:
-
Interview collaterals
-
Conduct a full review of CYFD and third-party records
-
Schedule a meeting
-
Draft a formal written investigation report
-
Submit a letter with findings, concerns, and/or recommendations to CYFD
Ready to Request Advocacy?
The online complaint portal is the fastest and most efficient way to submit a complaint.
The online portal is not for reporting child abuse or neglect or urgent safety issues. To report abuse, contact CYFD Statewide Central Intake at 1-855-333-SAFE (7233) or call 911.