Child Care Provider Handbook - Crystal...

Child Care ProviderHandbookIssue July 1, 2007

Crystal Stairs, Inc.

California Department of EducationFunded Programs

Crystal Stairs, Inc. Provider Handbook Receipt Acknowledgement

I have received a copy of Crystal Stairs’ Provider Handbook.

Provider’s Name (print)

Provider’s Signature

Name of Center/Home/Facility (if applicable)

Provider ID Number

Date

You are required to return this signed form to:

Crystal Stairs, Inc.Family Services Contracts Department5110 W. Goldleaf Circle, Suite 150Los Angeles, CA 90056-1282

Participation in child care atCrystal Stairs is CRYSTAL clear!

Comply with the Child Care Agreement that guides your program participation.

Report changes in your:• License status • Addresses and telephone numbers• Program services

Your policies need to be conveyed to the parents of the children in your care.

Save all records of your contacts with Crystal Stairs. Who? When? Why?

Turn in all required paperwork. Be truthful at all times.

Ask the parent to sign the Attendance Record every day you provide care.

License(s) and renewal fees need to be current.

Child Care ProviderHandbookIssue July 1, 2007

Crystal Stairs, Inc.

California Department of EducationFunded Programs

This handbook was developed and published, in whole, with funds from the CaliforniaDepartment of Education, Child Development Division. Crystal Stairs is solely responsible forthe contents and the contents do not necessarily reflect the position or policy of the CaliforniaDepartment of Education. Every effort has been made to trace the ownership of all copyrightedmaterial included in this handbook. Any errors that may have occurred are inadvertent and willbe corrected in subsequent editions, provided notification is sent to Crystal Stairs, Inc.C

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Provider HandbookIssue July 1, 2007

Special ThanksFounded in 1980, Crystal Stairs has over a generation of relationships that supportits success. Focus group participants have proven to be an invaluable resourcethroughout the years. This Handbook’s revision process was launched with the wisdom shared by a team of thoughtful and thought-provoking child care providers:Mary Abby, Janice Antoine, Elizabeth Boyles, Diane Gardiner, Zenya Gray, Janice R. Henderson, Joseph Dale Lowery, Aurora Reyes, Catherine Robinson, Joyce Smith, and Judith Terrell.

The staff of Crystal Stairs extends the most special thanks to the providers whoseskilled and compassionate response to child care needs inspired the agency’s founding.Your success inspires us today!

II

III Provider HandbookIssue July 1, 2007

My Crystal Stairs Contacts323-299-8998

Child ____________________________________________________________

Family’s name ______________________________________________________

Program __________________________________________________________

Family services specialist ______________________________________________

Child ____________________________________________________________

Family’s name ______________________________________________________

Program __________________________________________________________


Child ____________________________________________________________

Family’s name ______________________________________________________

Program __________________________________________________________


Child ____________________________________________________________

Family’s name ______________________________________________________

Program __________________________________________________________


You may make copies of this form.

IV Provider HandbookIssue July 1, 2007

Table Of ContentsSection 1 – ABOUT CRYSTAL STAIRSWelcome ...........................................................................................................................1-1

Here Is What Providers In CDE-Funded Programs Say ................................................1-2

Crystal Stairs Child Care Program Definitions ..............................................................1-3

Steps To Your Success.......................................................................................................1-8

About Crystal Stairs .........................................................................................................1-9

Services Offered And Service Areas ......................................................................1-10

California Alternative Payment Program (CAPP) ................................................1-11

CalWORKs Child Care Program: Stage 2 And Stage 3 .......................................1-12

Parent Choice ......................................................................................................1-13

Section 2 – PROVIDER PARTICIPATIONProvider Requirements ....................................................................................................2-1

Nondiscrimination Policy For Child Care Providers ..............................................2-1

Providers Are Independent Contractors, Not Employees .......................................2-2

Licensed Providers .................................................................................................2-2

License-Exempt Providers ......................................................................................2-3

All Providers ..........................................................................................................2-4

Provider Participation Regulations And Limitations .....................................................2-5

In-Home Child Care .............................................................................................2-5

Who Cannot Be A Provider...................................................................................2-5

Change In Service..................................................................................................2-5

Changing Providers....................................................................................2-5

Provider Terminating Or Suspending Service.............................................2-6

Parent Leave Of Absence ...........................................................................2-6

Parent Job Search.......................................................................................2-6


Table Of Contents (continued)

V

Section 2 – Provider Participation (continued)

Program Participation .....................................................................................................2-7

Certificate Of Enrollment......................................................................................2-7

Provider Rates ........................................................................................................2-7

Renewed And Amended Services ...........................................................................2-8

Absence Policy (See Section 3) ...............................................................................2-8

Parent Fees NEW! ................................................................................................2-8

Children With Special Needs ...............................................................................2-10

For Licensed Providers Only ................................................................................2-11

Additional Provider Rate Information......................................................2-11

Provider’s Nonoperational Days ...............................................................2-11

School-Age Child Care Policy (Centers Only) .........................................2-11

Interim Care ............................................................................................2-12

Changes In Ownership ............................................................................2-12

Termination From The Program ...................................................................................2-13

Reasons For Termination Of Provider Child Care Agreement..............................2-13

Notification Of Termination................................................................................2-13

Section 3 – PROVIDER CLAIMSAttendance Records..........................................................................................................3-1

Completing The Attendance Record......................................................................3-1

Information About School Attendance ......................................................3-1

Accurate Days And Hours Of Care............................................................3-1

Initials And Signatures ...............................................................................3-2

Absence Policy .......................................................................................................3-3

License-Exempt Providers Only .................................................................3-3

Licensed Providers Only ............................................................................3-3

Excused Absences ................................................................................3-3

Unexcused Absences............................................................................3-4

Recording An Absence On The Attendance Record ............................3-4

Attendance Record Review ....................................................................................3-5

Reasons For Returns ..................................................................................3-5

Submitting Attendance Records.............................................................................3-6

Mail ...........................................................................................................3-6

External Drop Boxes ..................................................................................3-6

Lobby Drop Boxes .....................................................................................3-6


Table Of Contents (continued)

Section 4 – PROVIDER PAYMENTSProvider Payment Schedule .............................................................................................4-1

Provider Payment Services...............................................................................................4-1

Direct Deposit To A Bank Or Other Institution With This Service.......................4-1

Mail .......................................................................................................................4-1

Payment Adjustments ............................................................................................4-2

Underpayment...........................................................................................4-2

Overpayment .............................................................................................4-2

Stop Payments .......................................................................................................4-2

Expired Checks......................................................................................................4-3

Payment Conditions ........................................................................................................4-3

The IRS And Taxes ................................................................................................4-3

Section 5 – COMPLAINT PROCEDURESProvider Complaints About The Program ......................................................................5-1

Complaints From A Third Party To Crystal Stairs’ Quality Assurance Department (QA) ..................................................................................................5-2

Parent Complaints About The Provider .........................................................................5-3

Uniform Complaint Procedures ......................................................................................5-4

Section 6 – THE “INS AND OUTS” OF CRYSTAL STAIRSCrystal Stairs Contacts.....................................................................................................6-1

Crystal Stairs: Other Departments And Services............................................................6-2

The Crystal Stairs Vision .......................................................................................6-2

CalWORKs Stage 1 Child Care Program ..............................................................6-2

Child Care Resource And Referral (R&R) Program...............................................6-2

Children’s Health And Wellness (CH&W) Program..............................................6-2

SAGE Child Care Center ......................................................................................6-2

Emergency Telephone Numbers ......................................................................................6-3

Fraud Policy .....................................................................................................................6-4

Questions And Answers About CDE-Funded Programs ................................................6-5

VIIssue July 1, 2007

1.1 About Crystal Stairs - Provider HandbookIssue July 1, 2007

Welcome

WELCOME, child care provider, to Crystal Stairs’ programs funded bythe California Department of Education (CDE)! Our goal is makingsure child care helps children thrive while their parents strive. You areimportant to children and families. We are committed to your success!

Crystal Stairs is contracted by the Child Development Division of the CDE to manage CDE-funded programs. Our handbook lets licensed and license-exempt providers know the policies for these child caresubsidy programs. These policies are based on the current contract’s funding terms and conditions and aresubject to change.

Crystal Stairs also manages the CalWORKs Stage 1 Child Care Program. That program is different fromCDE-funded programs and has a separate funding source. This handbook does not apply to the Stage 1Child Care Program.

Through both child care subsidy programs, Crystal Stairs supports the growth and development of youngchildren and the well-being of their families. Feel free to ask Crystal Stairs’ employees any questions youhave about the handbook or the programs. Crystal Stairs will work with you to promote our commongoals. Please make this handbook available to all of your employees.

Crystal Stairs wants to have clear policies for all providers. Our goal is to form and keep helpful, professionalties. Your compliance with the terms in this handbook is both appreciated and required for your participationas a provider in the program. Please keep the Family Services Contracts Department informed of changes inyour contact information or child care services. Staying up to date helps us run a program that servesthousands of children and their parents.

Section 1 - ABOUT CRYSTAL STAIRS


“My experience with Crystal Stairs has been great. I enjoy the different programsthey offer providers to keep us updated of what’s going on in so far as takingcare of the children. The art programs offered by Crystal Stairs have taught mecreative ways to help develop the minds of infants and toddlers. Crystal Stairs isalways there for us and gives us more and more each and everyday to help usimprove our business. I would recommend Crystal Stairs to anybody.”Diane Gardiner

“I’ve been with Crystal Stairs since 1987 and found that the program is excellentfor working parents. I’ve been a teacher of early childhood development for 35years and learned about Crystal Stairs at a school that had the program. As aworking parent, I was able to get myself into the program, which was very convenient. Now, I am a nonlicensed child care provider and am working towardsgetting licensed for my own daycare center. I attend Crystal Stairs workshopsevery other Saturday. These workshops have taught me so much and have givenme many ideas. We are a community in which everyone shares information. Weeven had a workshop at the park where we were allowed to bring children withus. I really enjoy the workshops and look forward to them. I’ve also referred somany parents to the program and they have been so grateful.”

Janice Henderson

Here Is What Providers In CDE-FundedPrograms Say:


You may find the following terms useful.

Alternative Payment Program (APP): State or federally funded child care subsidy program.

Attendance Records: Forms that are filled out by the parent and provider foreach day of child care services. These records confirm services and are the basis forchild care payment.

Block Claiming: Turning in an attendance record showing that the parent “signed in”and/or “signed out” at exactly the same time for many days in a row.

Business Days: Monday through Friday. The days that most companies are open forbusiness. Business days do not include holidays and weekends. Also called “working days.”

Calendar Days: The seven (7) days of the week. Every day of the year, includingweekends and holidays.

California Department of Education (CDE): The source of CDE-funded programs. It sets the terms and conditions of how the programs operate.

Centralized Eligibility List (CEL): A list of families who seek subsidized childcare services. The families must meet income and need guidelines. A parent can bereferred, call or fill out a form. This is also called a “waiting list” or the “CEL.”

Certificate of Enrollment: Document confirming a child has been approved forchild care with a specific provider. The provider will not be paid without this document.

Certification: The process to determine whether a family, child, or both meetstandards for subsidized child care services. This approval process is also used whenthe parent recertifies.

Child Development Division (CDD): A division of California Department ofEducation.

Child Protective Services (CPS): Services for children who are abused, neglected,exploited, or at risk. These children have first priority for subsidized child care servicesin programs other than CalWORKs.

Claims Processing Department: The department that analyzes AttendanceRecords and processes them for payment.

Developmentally Appropriate: An activity or something that is good for achild’s age and stage of growth.

Crystal Stairs Child CareProgram Definitions


Disability (Parent): When a parent is unable to provide normal parental care forchildren due to a medical or psychiatric special need. This condition must be confirmedby a legally qualified professional.

Discipline: Action meant to correct behavior.

Discrimination: A practice that gives benefits to certain groups of people or thatdenies benefits to certain groups of people because of their race, age, sex, nationalorigin, religion, etc.

DPSS: The Los Angeles County Department of Public Social Services. It refers families who qualify for CalWORKs Stage 1 and Stage 2 Child Care Programs.

Eligibility: Depending on the funding program, one must be working, in school ortraining, incapacitated, looking for work, or in a County-approved activity to be eligible.

Enrollment and Outreach Unit: The unit at Crystal Stairs that determines if aparent qualifies for child care services.

Exceptional Needs: Applies to children who need special education and relatedservices that require an Individualized Educational Plan (IEP), unless the child isunder the age of three (3). Qualifications for exceptional needs include:

Fiscal Year: The business and financial year from July 1 to June 30 of the followingyear. Also called the “program year.”

GAIN: Greater Avenues for Independence. Aligned with the CalWORKs Stage 1program, GAIN helps parents become job ready. Note: Crystal Stairs is a nonprofitagency. It is not a part of GAIN and not a County office.

Immunizations: The shots or vaccines to prevent childhood diseases.

Incapacity (Parent): When a parent is unable to provide normal parental care forchildren due to a medical or psychiatric special need. This condition must be confirmedby a professional who is legally qualified to provide medical or psychiatric services.

Income Eligibility: Based on a family’s gross monthly income and family size.Parents must meet income standards and guidelines.

In-Home Child Care: Care given by a license-exempt provider in the home of theparent.

Crystal Stairs Child Care Program Definitions (continued)

• Developmentally disabled• Deaf or hard of hearing• Speech impaired• Visually handicapped• Seriously emotionally disturbed• Orthopedically impaired

• Multihandicapped• Or having learning disabilities

evaluated by an accredited serviceand requiring the special attentionof adults in a child care setting.


Job Search: This is when a parent receives child care services while seeking work.These services are available even if the parent loses a job or leaves school or training.A family gets 60 working days for Job Search each program year (July 1 – June 30).

Leave of Absence (LOA): A period of time when no child care is used or paid toany child care provider. A Leave of Absence may be granted up to 12 weeks per program year, and up to 16 weeks if the time off is for maternity leave.

License-Exempt Care: Child care by a qualifying friend or relative who is notrequired to have a State license. Also called “exempt care.”

License-Exempt Nonrelative Provider: A license-exempt provider who is notthe immediate grandparent, aunt, or uncle of the child. Also called “exempt care.”

License-Exempt Relative Provider: A license-exempt provider who is theimmediate grandparent, aunt or uncle of the child. Also called “exempt care.”

Licensed Provider: An individual or facility having a license to provide child careservices.

Nondiscrimination: Not engaging in the practice of giving benefits to certaingroups of people or denying benefits to certain groups of people because of theirrace, age, sex, national origin, religion, etc.

Notice of Action (NOA): A document to communicate a parent’s status in theprogram. NOAs include approval of services, changes in need and/or eligibilityrequirements, changes in child care hours or days, unpaid fees or the amount of parent fees, length of the Leave of Absence and Job Search, and all reasons for denialor termination of services. Copies of some NOAs may be sent to the provider.

Parent Fee: A parent may have to pay a fee for child care services. The fee is basedon family size and monthly income. This fee is determined by CDE/CDD.

Program Year: The business and financial year from July 1 to June 30 of the following year. Also called the “fiscal year.”

Provider: A caregiver who offers child care services to families.

Provider Child Care Agreement/Contract: The agreement between theprovider and Crystal Stairs. It states the provider’s rate and other program requirements. Also called a “Contract” or “Provider Contract.”

Recertification: The steps taken annually to decide if a parent still qualifies forchild care services. This re-approval process updates the parent’s eligibility and information once or twice a year. The parent must sign to confirm that the information is accurate.




Regional Market Rate (RMR): A survey, released by CDE, which sets the ceilingguidelines for provider rates. The program must follow these guidelines for providerpayment.

Resource and Referral (R&R): This department:• Helps families locate licensed child care that meets their needs• Offers workshops, trainings and technical assistance to providers• Provides information about other community resources and services• Supports providers in caring for children with special needs and disabilities• Offers other special projects that enhance child care quality in the community

Severely Handicapped: Applies to children in programs that serve special needs.Special needs include:

• Autism• Blindness• Deafness• Severe orthopedic impairments• Serious emotional disturbance• Severe developmental disability

Public school special education employees, regional center employees, or otherappropriately licensed clinical professionals must assess these children who requirethe special attention of adults in a child care setting.

Special Needs: See Exceptional Needs and Severely Handicapped.

Stage 1: The first level in the CalWORKs program where the parent gets:• Welfare assessment• Orientation• Employment preparation from DPSS

The Stage 1 Department at Crystal Stairs manages child care services funded by Los Angeles County (DPSS).

Stage 2: The second stage of child care in the CalWORKs program, funded by CDE.To transition from Stage 1 to Stage 2, the following requirements must be met:

• Parent must be a former or current recipient of a TANF cash grant within the last 24 months prior to Stage 2.

• Family must be income eligible and children must be under the age of 13.If the child has exceptional needs, s/he must be under the age of 19 (federal)or 21 (State).

• Parent must have stable work or be in an eligible activity.• Los Angeles County DPSS must approve the transition.


Stage 3: The third stage of child care in the CalWORKs program offering long-termchild care. It is funded by CDE. A parent may enter Stage 3 after cash aid has endedand the parent has received up to 24 months of child care in Stage 2. To qualify,

• A family must be income eligible, • Children must be age eligible, and • The parent must work or attend school or training.

TANF: Temporary Assistance for Needy Families. Cash assistance that DPSS providesto families. TANF was once called Aid to Families with Dependent Children (AFDC).

TrustLine: The system for fingerprinting nonrelative license-exempt providers. Itdetermines if there is a record of criminal activity that would not allow a provider tocare for children. If a provider fails to clear or does not complete TrustLine registration,or if registration has been denied, closed or revoked, the provider will not beallowed to be a caregiver for subsidized children.

Working Days: Monday through Friday. The days most companies are open forbusiness and people are working. Working days do not include holidays and weekends. Also called “business days.”



STEPS on the STAIRS Your Notes

Sign the Provider Child Care Agreement.

Meet deadlines and present required documents.

Meet the terms and conditions of the program’s requirements and Provider Child Care Agreement.

Give the program:• Copy of your current license(s)• Proof of payment of licensing renewal fee(s)• Current insurance information

Report any changes in license status.

Notify the program if your child care license is suspended or revoked.

Make sure the following are true:• All facts on the Provider Child Care Agreement• Attendance Records or payment claims

Ask the parent to sign the Attendance Record every day you provide child care.

Report changes of addresses, telephone numbers, and program services within five (5) business days. These changes must be reported to the Family Services Contracts Department.

Keep parents informed of your policies and procedures.

Comply with the policies and procedures in this handbook. They agree with the rules of the Child Development Division of CDE.

Keep records of all Crystal Stairs contacts: Who? When? Why?

You may add to this list.

The following are tips for providers in CDE-funded programs. They will guide you through thehandbook and your relationship with Crystal Stairs.

Steps To Your Success


Crystal Stairs, Inc. was founded in 1980. Its name, inspired by a Langston Hughes poem, expresses the hopes of the agency’s founders that one day all children will have life experiences shaped by “crystal stairs.”

MOTHER TO SON

Well, son, I’ll tell you:Life for me ain’t been no crystal stair.

It’s had tacks in it,And splinters,

And boards torn up,And places with no carpet on the floor –

Bare.But all the time

I’se been a-climbin’ onAnd reachin’ landin’s,And turnin’ corners,

And sometimes goin’ in the darkWhere there ain’t been no light.

So boy, don’t you turn back.Don’t you set down on the steps‘Cause you find it’s kinder hard.

Don’t you fall now –For I’se still goin’, honey,

I’se still climbin’,And life for me ain’t been no crystal stair.

Langston Hughes, 1922

From THE COLLECTED POEMS OF LANGSTON HUGHES by Langston Hughes, copyright ©1994

by The Estate of Langston Hughes. Used by permission of Alfred A. Knopf, a division of Random House, Inc.

About Crystal Stairs


Services Offered And Service Areas

Crystal Stairs’ goal is to improve the lives of families through child care services, research, and advocacy.Crystal Stairs offers many services:

Family Services Division• Outreach and Enrollment • Case Management: Stage 1 • Case Management: CDE-Funded Programs• Provider Contracts• Claims Processing

Community Outreach And Resources Division• Child Care Resource and Referral• Children’s Health and Wellness Program• SAGE Child Care Center

The Crystal Stairs Nondiscrimination Policy – The program does not discriminate on the basis of: • Race• Color• Medical condition as defined by State law• Ancestry• Religion• Sex• National origin• Age• Marital status• Sexual orientation• Gender• Ethnic group identification• Mental or physical disability• Pregnancy, childbirth and related medical conditions • Or any other legally protected status.

Our programs welcome the enrollment of children with disabilities and other special needs. We work withparents, child care providers, and professionals in health, education, and child development to facilitateaccess to our programs for children with disabilities and other special needs.

Programs administered include: • California Alternative Payment Program (CAPP)• CalWORKs Stage 2 and Stage 3 Child Care Programs


California Alternative Payment Program (CAPP)

This program serves children from birth to age 13. A child with exceptional needs, as defined by the Stateand proven with suitable documents, can be served to age 21. (See Exceptional Needs in the Crystal StairsChild Care Program Definitions for further explanation.)

The program pays for the parent’s child care choice: a licensed center orlicensed family child care home. Parents can also choose license-exempt care in the provider’s home.

Parent Eligibility RequirementsParents whose incomes meet the State guidelines can participate when they:

• Work, • Seek work, • Attend school or training, or• Are disabled or homeless.

Child welfare agencies, the courts, and child protection specialists refer children who are at risk of abuse orneglect. These children receive service first.

Service AreaFamilies enrolled in this program can choose child care in any of the following ZIP codes:

90001 90002 90003 90004 90005 90006 90007 90008 90010 9001190012 90013 90014 90015 90016 90017 90018 90019 90020 9002190023 90026 90027 90028 90029 90031 90032 90033 90036 9003790038 90039 90041 90042 90043 90044 90046 90047 90048 9005690057 90058 90059 90061 90062 90065 90068 90069 90071 9021090211 90212 90247 90248 90249 90250 90260 90301 90302 9030390304 90305


CalWORKs Child Care Program: Stage 2 And Stage 3

These programs serve families enrolled in the State’s welfare-to-work program.

Based on funding, these programs serve children from birth to age 13. A child with exceptional needs, asdefined by the State or federal government and proven with suitable documents, can be served to age 19(federal) or 21 (State).

Stage 2 - Parent Eligibility RequirementsParents can receive services while they receive cash aid and are working or in work-related activities or training. When they stop receiving cash aid, qualified families can have up to 24 months of child care inthe Stage 2 program, as long as their income meets State guidelines.

Stage 3 - Parent Eligibility RequirementsIf spaces are available, families ending their eligibility for Stage 2 can move to Stage 3.

Types Of Care AvailableFamilies can choose care in a licensed center or a licensed family child care home. They can also chooselicense-exempt care in the provider’s home.

Service AreaFamilies in CalWORKs Stage 2 and Stage 3 Child Care Programs can choose services in the following ZIP codes:

90001 90002 90003 90007 90008 90011 90015 90016 90018 9003790043 90044 90047 90056 90058 90059 90061 90062 90247 9024890249 90250 90260 90301 90302 90303 90304 90305


Parent Choice

The program has a “parent-choice” policy. The parent selects the child care provider. A provider has to meet the requirements of the agency and the State and federal governments. This handbook gives you therequirements as well as helpful tips to meet them.

Services are for a child who needs any of these types of care:• Full-time or part-time• Before school, after school, or both• During the evenings, on the weekends, or both

The parent and you are required to have written approval from the program before starting or changing child care. Child care hours are authorized based on the parent’s need and schedule. These have to meet program guidelines.

Crystal Stairs helps the parent choose appropriate child care in the following ways:• Informs the enrolled parent of child care options• Provides information to help the parent select child care that meets the child’s needs• Directs the parent to the R&R Department for child care referrals, family services referrals, or both

Crystal Stairs does not certify a licensed provider’s facility, employees, or program. The Community CareLicensing Division (CCL) of the California Department of Social Services (DSS) performs this function.

Community Care Licensing East/Monterey Park: 323-981-3350 Northwest (Culver City): 310-337-4333

Crystal Stairs handles the TrustLine registration process for license-exempt nonrelative providers. CrystalStairs will not pay you or contract with you for child care services if your background check does not clear.

Note: It is the parent’s responsibility to check the quality of your services. Crystal Stairs is not liable for anyinjury or damages caused by you in connection with your performance of services under your provideragreement.

2.1 Provider Participation - Provider HandbookIssue July 1, 2007

Section 2 - PROVIDER PARTICIPATION

Provider RequirementsCrystal Stairs’ child care subsidy programs are based on parent choice. Crystal Stairs does not directly fundspaces in specific child care centers or family child care homes. A parent in the program selects the provider.The chosen provider is required to meet the standards discussed below.

Nondiscrimination Policy For Child Care Providers

Providers cannot discriminate on the basis of:• Race• Color• Medical condition as defined by State law• Ancestry• Religion• Sex• National origin• Age• Marital status• Sexual orientation• Gender• Ethnic group identification• Mental or physical disability• Pregnancy, childbirth and related medical conditions• Or any other legally protected status.

Providers will welcome children with disabilities and other special needs. Providers will not charge the program a categorically higher rate for serving children with disabilities and other special needs.

Providers will work with the agency, parents, and health, education, and child development professionals tofacilitate access and make reasonable accommodations for children with disabilities in compliance withrequirements of the Americans with Disabilities Act (ADA).


Providers Are Independent Contractors, Not Employees

Child care providers serving children of families enrolled in child care subsidy programs administered byCrystal Stairs are independent contractors, not employees. This means:• Crystal Stairs does not determine the provider’s hours of operation and/or how child care services are

provided or performed.• Crystal Stairs does not provide supplies, materials, and/or equipment necessary to perform child care

services.• Crystal Stairs issues subsidy payments to providers on behalf of families enrolled in the agency’s child care

subsidy programs.• Crystal Stairs is not the provider’s employer; child care services are performed based on a written service

agreement executed with the Crystal Stairs Child Care Assistance Program wherein the provideracknowledges that s/he is not an employee of Crystal Stairs.

• Crystal Stairs does not withhold or pay income or payroll taxes and/or provide fringe benefits (e.g., health insurance, vacation, sick leave) for providers.

• The State of California and/or Los Angeles County do not employ the provider and, therefore, theprovider is not an employee of the State and/or the County.

Licensed Providers

The following are required of all licensed providers:• A facility located within a ZIP code that is covered by the parent’s program funding source.• A facility run as required by your license and licensing laws. Crystal Stairs may check to make sure that

any new enrollment does not result in your overcapacity. Also note: Crystal Stairs is not responsible fornotifying licensed providers about child care licensing laws and regulations, or any changes to them. Youare responsible for being aware of and following all current licensing laws and regulations.

• The facility license supports all services offered.• Availability of any subsidized child to parents and Crystal Stairs’ employees.• Equal treatment of all parents and children.• Written notice to Crystal Stairs, within five (5) business days, of any changes in your facility’s license.

Otherwise, payment for child care services may be withheld, denied, or both. In addition, your ProviderChild Care Agreement may be terminated.

• A declaration that you charge the same fee or less for subsidized children as you do for nonsubsidizedchildren

• Current information in your file.

Note: All information is subject to verification.

The following are required for contract approval:• The Provider Child Care Agreement, which sets forth all terms for program participation, payment,

and compliance.• The Fee and Policy Statement, which has your fees; your taxpayer identification (ID) number, Social

Security number, or both; and a list of other provider certifications.• The contracted address must be your facility’s street address or a verified mailing address. Post Office

boxes are not allowed.


• A copy of your Social Security card.• Your current and correct Internal Revenue Service (IRS) W-9 form.• An IRS letter verifying your taxpayer ID, as it applies.• A copy of the correct and current licenses for all child care facilities you run. Also, you are required to

have proof of payment of all licensing fees in one of the following forms:• A copy of the front and back of a cancelled check made payable to DSS• A copy of a cashier’s check or money order made payable to DSS• A receipt from DSS confirming receipt of current licensing fees

• Proof of facility insurance:• For centers and homes, a copy of the first page of your facility’s current insurance policy. This

page must show the name and address of the facility, the effective date, the expiration date, andany amendments as they apply to your facility.

• For family child care homes without facility insurance, copies of the Affidavit Regarding LiabilityInsurance for Family Day Care Home. You are required to complete a form for each child subsidizedby Crystal Stairs.

• Copies of handbooks or agreements explaining your services, current fees, and policies (including writtenproof that the same or less fees are charged for subsidized children as for nonsubsidized children).

• Current California driver license or Department of Motor Vehicles (DMV) ID card.• Any additional documents as required.

Note: Your Provider Child Care Agreement will not be approved if any item required is missing.

The program will not pay for child care services if your facility’s license is suspended, revoked, or invalid. If child care payments were made under these conditions, Crystal Stairs may seek reimbursement from you.

The program will review the licenses of centers providing evening and weekend care. These licenses muststate operating hours for you to be approved for evening or weekend rates. Crystal Stairs’ employees willcheck all licenses with CCL.

Note: Licensed providers are required to report suspected child abuse or neglect. The 24-hour Los AngelesCounty Child Protection Hotline number is 800-540-4000.

License-Exempt Providers

The following are required of all license-exempt providers:• A location within a ZIP code that is covered by the parent’s program funding source.• Availability of any subsidized child to parents and Crystal Stairs’ employees.• The contracted address must be your residence’s street address. Post Office boxes are not allowed.• Current information in your file. All information is subject to approval and verification.

All documents listed below are required for contract approval. Your name must be spelled the same on alldocuments and forms that you submit to the program.

• Provider Child Care Agreement and related forms cosigned by the parent.• From you:

• Copy of Social Security card.• Copy of current California driver license or DMV ID card.


• Current address verification in the form of a utility bill, bank or credit card statement, or additionalform as required. No junk mail will be accepted. All address verification papers must be dated withinone (1) month of the contract’s effective date.

• Your fingerprints, if you are not the child’s immediate grandparent, aunt, or uncle. These fingerprints,along with your registration forms, are sent to TrustLine, a service of the California Child CareResource and Referral Network. The fingerprints are forwarded to the Department of Justice, whichchecks to see if you have a record of child abuse or related offenses.

Note: If your TrustLine registration is denied or closed, your Provider Child Care Agreement will beterminated. The TrustLine status is placed in your basic data file.

• Current IRS W-9 form with your correct Social Security number.• Any additional documents as required.• From the parent:

• Copy of current California driver license or DMV ID card.• Current address verification in the form of a utility bill, bank or credit card statement, or

additional forms as required. No junk mail will be accepted. All address verification papersmust be dated within one (1) month of the contract’s effective date.

All Providers

When you complete the requirements detailed above, you will:• Receive a Provider Child Care Agreement,• Be approved to start providing child care, and • Be paid for child care services.Until you do, we cannot initiate the contracting process.

Provider Child Care Agreement The approved Provider Child Care Agreement is in effect as long as you comply with the terms and care for authorized children. Pay rates and terms are in effect until the Family Services Contracts Departmentapproves a request for change. The pay rates and terms will be entered in your basic data file. Changes may take at least 30 to 60 days to go into effect, depending upon the receipt date of your completed renewal/amendment packet and supporting documents.

Report ChangesNotify the Family Services Contracts Department if your contact information or program has changed. Notification is required to:• Occur within five (5) business days.• Include proof of child care location.• Include change of address and telephone number.• Be directed to the Family Services Contracts Department. It is

not sufficient to only change your:• Address at the post office• Telephone number with the telephone company• Address on the Attendance Records


Provider Participation Regulations And Limitations

In-Home Child Care

As of July 1, 2002, selection of in-home care is no longer an option.

Note: In the case of in-home child care, the parent is the provider’s employer. The parent must withholdand report income taxes; Social Security taxes; any other federal, State or local employment taxes and benefits; and provide workers’ compensation.

Who Cannot Be A Provider

You are not eligible to be a provider if:• You are a parent (by blood, marriage, or adoption) in the program.• You are a parent (by blood, marriage, or adoption) of the child receiving services.• You are a live-in “significant other” (for example, boyfriend, girlfriend, or companion) of a parent

in the program.• You are living in the same home as the parent receiving services in the program.• You are living in the same home as another provider receiving payment for child care services.• Your TrustLine registration is closed, denied or revoked. • You did not submit all the required forms and documents to complete your Provider

Child Care Agreement.• You are less than 18 years of age.• Your child care license has been suspended or revoked, and you want to continue as a

license-exempt provider.

Note: According to the State, the child of a licensed provider is not eligible for child care subsidies. Having a child care business does not stop you from taking care of your own child.

Change In Service

There are various reasons for changes in child care services, including:• The parent changes providers.• You terminate services.• There is a change in the parent’s participation in the program.• The parent is terminated from the program.

Changing ProvidersA parent who wishes to change child care providers must give at least two (2) weeks’ written notice to youand the parent’s family services specialist. The parent’s family services specialist will inform you and the parent when child care services will end. It is expected that the child will remain in attendance during thattwo (2)-week period. If the parent removes the child from your care before the end of the two (2)-weekperiod and you require payment, then you have to collect payment from the parent.


IMPORTANTIf the family services specialist informs you that the child is no longer eligible for child care and the child still attends your facility, you have to collect payment from the parent.

Provider Terminating Or Suspending ServiceYou have to let the parent know your policies and procedures about terminating or suspending services. You may end child care services when a parent does not follow your guidelines.• You have to give two (2)-weeks’ notice, so the parent can make other child care arrangements.• Child care fees will not be paid for the days you suspend the child from your services.

Parent Leave Of AbsenceA family may request a Leave of Absence. This short-term leave lets families stay in the program while notusing child care.• Leaves of Absence may be given for the following reasons:

• Parent is a student, but is out of school for the summer and not working or attending school ortraining.

• Child is living with another parent or relatives (for example, grandparents, joint custody, etc.).• Parent is out of town or has stopped services because of an emergency or other important reason.• Medical necessity (for example, surgery, pregnancy complications, etc.).• Maternity leave.

• A Leave of Absence cannot be more than 12 weeks in a row, and 16 weeks for medical and maternity leaveeach program year (July 1 to June 30).

• Maternity or medical leave cannot be more than 16 weeks in a row. • Crystal Stairs does not pay beyond the last day of care you provide if the parent goes on a Leave of

Absence. The parent must give you advance notice.• Crystal Stairs cannot pay child care services during the Leave of Absence, and does not pay to “hold a spot”

at a provider’s facility.• Do not start or restart providing child care until you receive a Certificate of Enrollment. Crystal Stairs

does not pay for services you start providing before a parent has been re-approved.

Parent Job SearchIf a parent or guardian loses a job or leaves school or training, that person can still receive child care services.Child care services are available while re-establishing work, school or training status.• A family with an infant or preschool-age child can get up to six (6) hours of care each day, Monday

through Friday, from 8 a.m. to 2 p.m.• A family with a school-age child gets no child care services while the parent is looking for work. The

parent can schedule interviews while the child is in school.• A family with a school-age child can get up to six (6) hours of care each day when the child is on a break

from school, Monday through Friday, 8 a.m. to 2 p.m.• The family gets 60 working days of child care services during Job Search each program year (July 1 to

June 30). • The parent will be terminated from the program if s/he does not find work or fails to enter school or

training within that time.


Program ParticipationCertificate Of Enrollment

If a parent selects you for child care services, you are approved as the provider only after meeting all programrequirements. Crystal Stairs uses a Certificate of Enrollment to confirm approval of services for each child.The Certificate of Enrollment lists:• Parent’s name • Child care schedule• Your name • Job Search start date• Your Provider ID Number • Job Search end date• Your license status • Days of care• Child’s name • Types of care (for example, evenings or weekends)• Child’s ID Number • School Track• Effective start date • Effective end date (if needed)• Specialist’s name or telephone number • Status: Newly Enrolled, Schedule Change, Leave of Absence,

Summer Care

Do not begin providing child care services before you receive a Certificate of Enrollment. If you start serviceswithout a written approval, the parent is responsible for paying all child care expenses for services you provided before approval. The program will not reimburse you or the parent for care provided prior to theeffective date on the Certificate of Enrollment.

Provider Rates

Crystal Stairs pays within the guidelines set by the current Regional Market Rate (RMR). These guidelinesare subject to change. Inform the Family Services Contracts Department about the rate you charge for childcare services. All rates must be approved in advance and in writing before you start providing services. “Inwriting” means you have received a Certificate of Enrollment.• If your rate is more than the RMR allows, you may ask the parent to pay the difference. This is a

“co-payment.” Crystal Stairs does not pay co-payments.• Your rate must be the same for all families using your child care services. “All families” means those who

are subsidized and those who are not. The Family Services Contracts Department will ask you for writtenproof that all parents pay you the same rate schedule as Crystal Stairs does.

• Payment for part-time care and/or full-time care is determined by your chosen rate type (daily, weekly, or monthly).

Crystal Stairs Will Not Pay For:• Late fees charged when the child is not picked up on time or by the close of your business day• Child care exceeding the approved number of enrollment hours• Child care differing from the days and hours of the approved schedule• Tuition, book fees, or other school charges for a child attending private school• Uniforms, caps, shirts, or other clothing• Meals, transportation, field trips, or activities that are not a part of your basic child care rate• Toilet training that is not a part of your basic child care rate• Child care fees for the days you suspend a child from the child care program• Any other costs or fees not allowed by program rules

Note: The parent is responsible for the expenses listed above.


Renewed And Amended Services

You may change your rates once each program year. This process is called “contract renewal.”

For licensed providers, you are allowed a rate request for any new service not previously approved for thatprogram year. This process is called “contract amendment.” All terms and conditions of your current contract apply to any revisions made to that contract. For example, you may request a new rate when you:• Add weekend care to your services• Add any other new service for an age group not previously contracted

For your renewal or amendment request to be approved, the contract file must be complete and current.Any changes to rates will take effect based on the following conditions: If the complete renewal/amendmentpacket and supporting documents are received:• On or before the fifth day of the month, the rate change, if approved, shall go into effect on the first day

of the following month. • After the fifth day of the month the rate change, if approved, goes into effect on the first day of the sec-

ond following month.

Such changes shall be applied to current authorized children, as well as new children.

Absence Policy

Please see section 3.

Parent Fees

Effective MAY 1, 2007, parents paying parent fees will pay them directly to you, the provider, not toCrystal Stairs. In turn, the parent fee amount will be automatically deducted from your providerreimbursement.

What Are Parent Fees?Some families have to make payments toward their child care services. The California Department ofEducation (CDE) sets these parent fees according to State guidelines which include the following:

• The number of people in the family• The family’s gross monthly income• The child who uses the most hours of care• Whether child care hours are part time or full time

Note: 1) Part-time care is less than six (6) hours per day.2) Full-time care is six (6) hours or more per day.

How Much Does The Parent Pay?Based on the information above, the family services specialist or you, the provider,will determine the parent fee amount. The parent receives these documents:

• Notice of Action with the fee amount and start date.• Parent Fee Payment Policy. The parent is required to review, sign, and

return the form to his/her family services specialist each program year.

NEW!


If The Parent Doesn’t PayCDE requires Crystal Stairs to end the parent’s services when parent fees are not paid on time.

How It Works1. Payment Due Date

• CDE requires the parent to pay the parent fee within the service month that child care was provided.

• You can decide the payment due date within the service month.• You should give a receipt to the parent for all parent fees paid to you. The parent fee

receipt should include the following:• Payment Month• Amount Due• Parent Name• Provider Name

Your Attendance Record, which includes this information, can be used as a receipt. We suggest youmake a copy for the parent.

2. Attendance Records • You will receive a monthly, pre-printed Attendance Record for each child who is authorized

for care. The parent and you are required to sign it each day; the parent signs when droppingoff and picking up the child(ren).

• Work Schedule and Parent Fee • When the parent works at a set schedule (the same number of hours each week),

the monthly, pre-printed Attendance Record will show the total parent fee amountthe parent owes that month.

• When the parent doesn’t work at a set schedule (the parent works different hourseach week), you must calculate how much the parent must pay. This amount isbased on the number of part-time and full-time days of child care provided duringthe service month. If you need assistance with calculating the parent fee, you maycontact the Crystal Stairs Claims Department at 323-421-1087 (English) or 323-421-2482 (Spanish).

• At the end of each month, the parent and provider are required to sign the Parent andProvider Self Certification sections of the Attendance Record. When you do so, you arestating:

(1) that the parent has paid the parent fee and (2) that you have collected the parent fee.

It is our expectation that you will always be truthful. If we find otherwise, you will be terminated from the program.

• By using the boxes in the Provider Self Certification space, you assert one of the following:• Either “I have collected all parent fees due from this parent or a payment plan has been

established with this parent.” Then, you fill in the amount collected on the line as indicated. • Or “I did not receive the parent fee due or parent did not comply with the established

payment plan.” Then you fill in the outstanding amount on the line as indicated.


• Payment PlanWhat if the parent is unable to pay the full amount of the fee in the month it is owed?You may set up a written payment plan with the parent.

• You decide whether or not to offer a payment plan and what the terms will be. • If you decide to offer a payment plan, make a note of the plan for your records.• Indicate the status of the parent fee on the Attendance Record.

• The Attendance Record lets us know that you have received the parent fee from the parentfor that month or that the parent is paying according to the payment plan.

• You are required to submit the Attendance Record by the 5th business day of the followingmonth of child care service. This is the only record showing that the family has made therequired fee payments.

Once the Attendance Record is received and processed for payment, the provider will receive his/herchild care payment minus the parent fee paid by the parent to the provider.

3. Terminations Crystal Stairs is required to begin the termination process for the parent’s enrollment when wereceive notification that the parent has:

• Not paid the parent fee, • Only paid a portion of the parent fee and a payment plan has not been set up, or • Not paid the parent fee according to a payment plan that was set up by the parent

and you.

4. Reporting ChangesParents are required to report changes within 5 calendar days. The parent is responsible forreporting any changes that may affect the amount of fees owed to her family services specialistincluding:

• Income, • Family size, • Marital status, or • Employment status.

Children With Special NeedsProviders are expected to comply with the requirements of the Americans with Disabilities Act (ADA) tomake access easier and to reasonably accommodate children with disabilities and other special needs.

Under the law, a provider must offer reasonable accommodation to a special needs child at no additionalcost to the parent or Crystal Stairs. However, under certain circumstances, a provider may charge a higherrate for serving children with disabilities and other special needs. To request a special needs rate adjustment,a provider must:

• Send a completed Provider’s Statement for Special Needs Rate Adjustment Request Form• Get a current Individual Education Plan (IEP) from the parent or Individual Family Services Plan

(IFSP) for the special needs child and send it to Crystal Stairs• Send paperwork (i.e., financial records) that proves that the additional services and/or

accommodations he/she provides to the special needs child have an ongoing financial impact to his/her business.

Once the paperwork is reviewed, the provider will receive a written notice from the Contracts Departmentletting him/her know of the outcome for rate adjustment.

Note: If a rate adjustment is granted, the provider will be required to send additional information and/orpaperwork to Crystal Stairs, as requested, to continue receiving the adjustment.


For Licensed Providers Only

Additional Provider Rate Information• Crystal Stairs may or may not pay the registration, materials, and/or insurance fees for licensed

providers, depending upon your Provider Child Care Agreement.• There are additional RMR guidelines for evening and weekend care:

• Evenings: 6 p.m. to 6 a.m. weekdays• Weekends: all hours from 6 p.m. Friday to 6 a.m. Monday

Provider’s Nonoperational DaysLicensed providers may be paid up to ten nonoperational days (holidays or vacation days) per fiscal year.Crystal Stairs will reimburse holidays and vacation days if all of these conditions are met:

• You submit documents that show that you require nonsubsidized families to pay for nonoperational days too.

• You complete a Request for Holiday Reimbursement form as part of an agreement or agreementrenewal, and

• The child receiving subsidized care has been approved for care on that day.

You are required to submit documents that show your paid nonoperational days policy. Examples mayinclude:

• Published policies that are given to all families who receive your services• Copies of contracts with nonsubsidized families

We only pay for the number of nonoperational days that you charge nonsubsidized families listed in yourdocuments. For example, if you only have seven paid nonoperational days listed, we will only pay for sevennonoperational days. If you have five, we will only pay for five.

If all requirements are met, the provider may be reimbursed according to the Crystal Stairs standard holidayschedule, or the provider may designate an alternate nonoperational day schedule.

The Crystal Stairs’ standard holiday schedule:• Independence Day • Christmas Day• Labor Day • New Year’s Day• Veterans’ Day • Martin Luther King, Jr. Day• Thanksgiving Day • Presidents’ Day• Day after Thanksgiving • Memorial Day

School-Age Child Care Policy (Centers Only)Crystal Stairs’ child care subsidy programs do not pay for educational services.

• A school-age child may receive part-time care before or after school hours, or both. If the facility islicensed, a child may receive full-time care during off-track, holiday, and school vacation periodsas needed.

• For tuition and fees, a parent who uses a private school for grades kindergarten or higher pays forthe formal educational part of the child’s day. Crystal Stairs only pays for the child care part of the day.

• Crystal Stairs does not pay for items or activities used during the child’s educational hours.


According to State guidelines, a child is eligible for kindergarten if 4 years 9 months old by September and5 years old by December 2.

• In most cases, a kindergarten-age child is not able to receive a preschool rate.• If a parent shows written proof from a qualified educational specialist that the child is not ready

for kindergarten, the child can receive preschool services. These services end when the child isready for school. The educational specialist cannot be your employee or paid advisor.

Interim CareIf a parent wants child care services with a provider who is not contracted with Crystal Stairs, the parentmust wait until that provider is approved before placing his/her child in that provider’s care. The approvalprocess can take one to three months. Parents are responsible for paying for any child care given before theirproviders are approved.

Crystal Stairs is aware, however, that a parent may need child care before the provider approval process iscomplete. Interim Care is available to solve this problem. This Resource & Referral (R&R) initiative refersthe parent who needs immediate child care services to licensed providers who are already contracted withCrystal Stairs. A family can use the services of a licensed, contracted child care provider while the requestedprovider’s contract is processed.

What Interim Care Means to the Licensed Provider – The interim care provider has to already be contracted with Crystal Stairs. To become an interim care provider, you are required to agree to:

• Be a short-term provider for a one- to four-month period.• Be paid your contracted registration fee if it is in compliance with RMR regulations; if your

registration fee is higher and the parent agrees to pay the difference, you will need to collect thisdifference from the parent.

• Waive any termination notification policy you have in your Provider Child Care Agreement withCrystal Stairs.

• Begin care only when you get the Certificate of Enrollment from the family’s family services specialist.

Referrals – Your facility will receive referrals if it meets the families’ requirements, such as location, facilitysize, and hours.

How to Participate – Call 323-421-1029 to let the R&R Department know that you want to be an interimcare provider. Spanish-speaking providers may call 323-421-2430.

Changes In OwnershipChanges in ownership of your child care facility affect your Provider Child Care Agreement. Therefore, youare required to notify the Crystal Stairs Contracts Department if the ownership of your facility changeshands. The new owner will have to complete the provider approval process. Failure to notify the ContractsDepartment could result in the termination of your Provider Agreement.


Termination From The ProgramReasons For Termination Of Provider Child CareAgreement

You may terminate the Provider Child Care Agreement for any reason by giving two (2) weeks’ writtennotice. You are required to deliver this notice personally or have it delivered by certified mail to the FamilyServices Contracts Department.

The program may terminate the Provider Child Care Agreement for various reasons. These reasons include,but are not limited to:• You no longer provide services for a family receiving subsidized child care.• You did not sign the Provider Child Care Agreement, related forms, and other required documents.• You did not meet deadlines and send the required documents to maintain your contract as a provider.• You did not tell the Family Services Contracts Department that your contact information or program has changed.• You have not met the program’s requirements for licensed providers. For example:

• You did not give the program a copy of your current license(s).• You did not give the program proof of payment of licensing renewal fees.• You have been issued a Temporary Suspension Order (TSO) by Community Care Licensing (CCL).• Your child care license has been revoked.

• You did not meet the terms and conditions of the program.• You broke a provision(s) of the Provider Child Care Agreement.• You asked employees to commit illegal or unethical acts.• You did not comply with the policies and procedures in this handbook.• You or anyone acting on your behalf (for example, a relative or friend) threatened or committed any type

of harassment; physical or verbal abuse; or assault on a child, parent, provider, or Crystal Stairs employee.• You falsified/misrepresented any of the following:

• Facts on the Provider Child Care Agreement• Documents submitted to the program• Attendance Records or payment claims

• You violated the Provider Fraud Policy. (See Section 6.)

IMPORTANTIf your provider agreement or your participation in any Crystal Stairs program is denied or terminated due to any misrepresentation of information and/or fraudulent activity, you arepermanently barred from contracting as a provider with Crystal Stairs.

Notification Of Termination

The program will give you written notice to end your Provider Child Care Agreement. The reason andtimeframe for termination will be outlined in the written notice.

3.1 Provider Claims - Provider HandbookIssue July 1, 2007

Section 3 - PROVIDER CLAIMS

Attendance RecordsThe Child Development Division of CDE requires proof of the days and hours of your child care services. An Attendance Record provides that proof by showing:• A record of the days and hours of services provided to a child• How you bill the program• Information used when the State audits the program

Crystal Stairs provides you with pre-printed Attendance Records that are required to be filled out each dayfor each child throughout the month. Each month, the Attendance Records will be mailed to you for eachauthorized child.

The pre-printed information includes:• Your name, complete address, current telephone number, and Provider ID Number• Provider type, such as Exempt-Relative• Month and year of claim• Child’s name, date of birth, parent’s name, and Family ID Number• Parent fee information in the upper right hand corner, when it applies

Completing The Attendance Record

Each completed Attendance Record is required to have the following details:

Information About School Attendance• Checked box indicating if child attends your elementary school or public school.

Accurate Days And Hours Of Care• Provide the actual “sign in” and “sign out” times daily (do not round off times).• Specify a.m. or p.m. when recording the actual times. • Be accurate: block claiming is unacceptable. Attendance Records that have the same “sign in” and

“sign out” times recorded for five or more consecutive days will be returned to you.


Examples – Below are samples of “In” and “Out” times on Attendance Records. In this case, the child isscheduled for child care from 7:00 a.m. until 4:00 p.m.

Example 1 – the WRONG way to complete the Attendance RecordDo NOT use the same “sign in” and “sign out” times with no variation.

Example 2 – the RIGHT way to complete the Attendance RecordDO sign the actual “sign in” and “sign out” times every day your child is in care.

Initials And Signatures• Complete and sign in blue or black ink; pencil and/or other ink colors are not acceptable.• Assure that parent’s or authorized person’s signatures confirm actual “sign in” and “sign out” times daily.• Sign and date the Attendance Record; have the parent do the same. The signatures on the bottom certify

that it has been completed accurately and truthfully.• Have the parent sign the back of the Attendance Record to confirm all absences.• Complete and sign the Provider and Parent Self Certification(s) sections, when the parent fee applies.

For the school-age child: You may initial throughout the day when the school-age child arrives and departsyour child care facility. • Initial “sign out” and “sign in” times after the parent brings the child to the facility and you take the child

to and from school. • Sign or initial the actual “sign in” time when picking up the child for extended after school child care

service. • Ask the parent or authorized person to sign the child “out” at the end of the day; this confirms that you

performed child care services.

Date DayTime In

Full SignatureTime Out

Full SignatureAM/PM AM/PM

7/2/07 MON 7:15 AM Jane Doe 4:11 PM Jane Doe7/3/07 TUE 6:58 AM Jane Doe 4:00 PM Jane Doe7/4/07 WED 7:01 AM Jane Doe 4:01 PM Jane Doe7/5/07 TH 7:00 AM Jane Doe 4:05 PM Jane Doe7/6/07 FRI 7:03 AM Jane Doe 3:52PM Jane Doe

Date DayTime In

Full SignatureTime Out

Full SignatureAM/PM AM/PM

7/2/07 MON 7:00 AM Jane Doe 4:00 PM Jane Doe7/3/07 TUE 7:00 AM Jane Doe 4:00 PM Jane Doe7/4/07 WED 7:00 AM Jane Doe 4:00 PM Jane Doe7/5/07 TH 7:00 AM Jane Doe 4:00 PM Jane Doe7/6/07 FRI 7:00 AM Jane Doe 4:00 PM Jane Doe


IMPORTANT REMINDERS• The Attendance Record must be accurate, complete, and submitted on time. The Claims Processing

Department will return all inaccurate Attendance Records, which will result in a delayed payment. • Attendance Records that are received before care has ended or before the month has ended will be

returned to you. Attendance Records that are received early will be returned; this will result in adelayed payment.

• Let the parent’s family services specialist know immediately when the parent refuses to or does notproperly complete the Attendance Record. Crystal Stairs will then remind the parent of the importanceof this step. The parent’s failure to complete the Attendance Record may be a reason for his or hertermination from the program.

• You may visit any of our office locations for additional forms. If you lose your original pre-printedAttendance Record, a duplicate form will be printed for your use.

• Parents and Crystal Stairs’ employees are required to have access to Attendance Records at your location.

Absence Policy

License-Exempt Providers OnlyIf you are a license-exempt provider, payment to you is based on the actual days and hours of child careservices. Therefore, you are not paid when a child is absent for any reason.

Licensed Providers OnlyFor any absence to be considered for payment, a licensed provider is required to have his or her absencepolicy outlined in the materials given to all parents.

Excused AbsencesCrystal Stairs may reimburse you when the child has an excused absence. Excused absences can be any ofthe following:• Illness, injury, or quarantine of child or parent. Examples:

• Fever • Runny nose • Congestion• Asthma • Constipation • Rash• Diarrhea • Sore throat • Swollen arm• Swollen leg • Headache • Stomachache• Hives • Cough

• Family Emergency. Any kind of incident that is out of control and prevents the parent from going towork and/or attending school and the child from attending care. Examples:

• House fire • Car accident • Death in the immediate family

• Transportation issues, not to exceed 3 occurrences per program year. • Court-ordered visitations. (A court order must be on file.)• Acts of nature. Examples:

• Flood • Earthquake

• Best interest of the child which cannot exceed more than 10 days per fiscal year. Examples: • Time spent with relatives • Sibling graduation • Family vacation• Time spent at an educational or recreational function


Unexcused AbsencesA child is limited to 10 unexcused absences per fiscal year. Beyond this, a child may be terminated fromthe program.

The following are considered unexcused absences: • Transportation issues/car problems in excess of 3 occurrences per program year• Bad weather (rain, cold temperatures, hot temperatures)• Personal reasons• Oversleeping• Any absence not specified as excused

Recording An Absence On The Attendance Record• Parents are required to record the dates and reasons for all absences on the back of the Attendance Record. • The reason must be specific. For example:

• Doctor’s appointment • School event • Visiting relatives • Child/parent has cough• Family emergency • Court-ordered visit• Parent’s vacation

• Make sure all absences are dated and have an authorized signature. An absence without a written reason is“unexcused” and may not be paid.

• Absences, because of illness or injury for five (5) days or more in a row, must have a doctor’s note attachedto the Attendance Record.

• You should not “sign in” a child on a day when the child is not under your care. If you do so, yourProvider Agreement may be terminated.

• The parent must notify the family services specialist at once if a child has five (5) days or more in a row ofunexplained absences. Failure by the parent to report this may result in loss of payment for the time pastthose five (5) consecutive days.

• You are required to also notify the parent’s family services specialist if a child has five (5) days or more in arow of unexplained absences. Your failure to report may result in loss of payment for the time past thosefive (5) consecutive days.

• You cannot require the parent to take vacation when you go on vacation.

Note: All absences are tracked.


Attendance Record Review

• Look over the Attendance Records at the end of the month to ensure the information is accurate.Remember to include full signatures at the bottom of the Attendance Record.

• Send in one Attendance Record per child per month. Once the Records have been received in our office,changes cannot be made.

Reasons For ReturnsAttendance Records will be returned if they are not:• Clear. The Attendance Record needs to be easy to read and signed by the parent and you.• Original. The Crystal Stairs Claims Processing Department will not process photocopies, carbon copies,

copies preprinted by you, or faxes.• Accurate. The Claims Processing Department does not process, but instead returns, all inaccurate

Attendance Records. If an Attendance Record is returned, your payment will be delayed.

A Letter of Explanation will be attached to your returned Attendance Record. This letter will highlightwhat was inaccurate or incomplete. It will also list a contact phone number.

Here Are Some Of The Reasons Attendance Records May Be Returned:• Your Provider ID Number and address do not match• Missing actual “sign in” and/or “sign out” times• Missing daily “sign in” and/or “sign out” signatures• A.M. or P.M. not clearly marked• Same “sign in” or “sign out” times for the month (Block Claiming)• Missing parent’s full signature and/or your full signature on the Attendance Record• Not listing a specific reason for an absence on the back of the Attendance Record• Attendance Record not completed in blue or black ink• Not written clearly• Incomplete Parent Fee Self Certification sections, when it applies

IMPORTANTThe Attendance Record is a legal document. You are responsible for the truth and accuracy of theinformation recorded and the signatures on the form.


Submitting Attendance Records

Please make copies of all completed Attendance Records before submitting the original forms. Crystal Stairspromptly processes claims that are accurate, complete, and received on time. “On time” submission means by5:00 p.m. on the fifth working day of the month, after the month in which the child care services were given.

Note: The Claims Processing Department reviews all Attendance Records and is solely responsible for finalapproval of payment.

You may submit your claims in any one of the following ways:• Mail (Crystal Stairs, P.O. Box 92240, Los Angeles, CA 90009)• External Drop Boxes (turnaround area on Fairfax Avenue and Goldleaf Circle)• Lobby Drop Boxes

Mail that is placed in our lobby and/or exterior drop boxes is picked up several times a day by the ClaimsProcessing Staff.

MailCrystal Stairs is not responsible for Attendance Records that are received late or lost because of the mailingprocess.• Mail your claims to Crystal Stairs at the P.O. Box address listed on the back of the Attendance Record.• Claims that are accurate, complete and received no later than 5:00 p.m. on the fifth working day of the

month will be promptly processed according to the payment schedule. (See page 4.1)

External Drop BoxesCrystal Stairs has drop boxes available for your convenience. You may drop off Attendance Records andother documents in a drop box located at:• The turnaround area on Fairfax Avenue and Goldleaf Circle

When leaving Attendance Records or other documents in a drop box, make sure:• Attendance Records are stapled together or in a sealed envelope, or both.• Documents are marked with the name of the person and/or department where they should be delivered.• Claims are accurate, complete, and received no later than 5:00 p.m. on the fifth working day of the month.

Lobby Drop BoxesYou may drop off your paperwork at any Crystal Stairs office during business hours. (See Section 6, The“Ins And Outs” of Crystal Stairs, for specific locations and business hours.)

4.1 Provider Payments - Provider HandbookIssue July 1, 2007

Section 4 - PROVIDER PAYMENTS

Provider Payment SchedulePayment is sent by the 20th business day of the month following child care services, if the followingrequirements are met:• Attendance Records are accurate and complete.• Attendance Records are received at Crystal Stairs no later than 5:00 p.m. on the fifth working day

following the claim month.• Child care is approved and authorized

NOTE • Claims that are submitted after the 5th business day of the month or have been returned

for corrections will be processed the following month. • Claims received more than 90 days past their due date may not be paid.• Claims received more than two (2) weeks after June 30 (end of program year) may not be paid.

Provider Payment ServicesYou can select one of the following ways to receive payment:• Direct deposit to a bank or other institution with this service. We believe this to be the easiest and most

secure form of payment.• Mail to your contracted address

Direct Deposit To A Bank Or Other Institution With This Service

Two (2) months are needed for your direct deposit to take effect after you submit a voided check and acompleted Crystal Stairs Direct Deposit Application. The names and account number on the check andapplication must match. For more information, please call the Payments Processing Unit of the FiscalDepartment.

Mail

• License-exempt provider’s checks must be sent to the contracted address.• Licensed provider’s checks may be sent to the licensee’s facility or a verified mailing address if approved in

your provider agreement.


IMPORTANTChange of AddressGiving your change of address only to the post office, County, or GAIN office is not sufficient. You arerequired to give the address change directly to the Family Services Contracts Department before it takes effect.

• Crystal Stairs always assumes you receive mail at the address you have on file with us.• All your mail is sent to the address you have provided for your file.• If any of your mail is lost, returned, or not received when a check or notice was sent to the existing

address in your file, Crystal Stairs is not responsible.• If you do not notify us about an address change, Crystal Stairs is not responsible.• Crystal Stairs may hold payment until the new address has been documented and processed. Once the

new address is verified and approved, all returned checks will be mailed to that address.

Payment AdjustmentsEach month you will receive a computer printout (Explanation of Payment) with each check. The Explanationof Payment will list the rate used, the number of hours/days/weeks/months paid, and the total amount paidfor each child you claim for services.• Please check and compare this information to your records.• If you have any questions about your payment or would like to request an adjustment, call the Claims

Processing Department at: 323-421-1087 (English) or 323-421-2482 (Spanish).• The processing of your claim is reviewed and any needed adjustments are made. This review determines

any possible cause of the underpayment/overpayment but does not guarantee a decision in your favor.

Underpayment• If there has been a verified underpayment, an adjustment check will be issued. This check is only for an

underpayment that occurred during the current program year.• Crystal Stairs will process your adjustment in the next available check run. The new check will be mailed

to your contracted address or sent to your direct-deposit account.

Overpayment• You are required to report an overpayment to us as soon as you discover it and to repay all overpayments

to Crystal Stairs. • If Crystal Stairs finds it has made an overpayment, the Claims Processing Department will contact you.

All overpayments are required to be repaid in full by the end of the program year (June 30th).• You may repay the amount to Crystal Stairs in full or request a repayment plan. This plan will

deduct specified amounts from future claims until the overpayment has been repaid.• A repayment plan will be approved on a case-by-case basis.

Stop PaymentsIf you expect a check and do not receive it, call the Crystal Stairs Claims Processing Department 323-421-1087 (English) or 323-421-2482 (Spanish) to verify that the check was mailed. If Crystal Stairsmailed a check and you have not received it, it may be necessary to request a stop payment. If a stop paymentis needed on a check issued by Crystal Stairs, please follow these steps:1. Allow five (5) business days from the date the check was mailed before requesting a stop payment.2. Contact the Claims Processing Department to request an Affidavit of Missing/Lost/Damaged Check

form. Submit the completed affidavit to the Claims Processing Department to initiate the process.


3. Complete each section of the Affidavit. Be sure to include your:• Complete name• Month and year of missing/lost/damaged check• Statement explaining reason for lost/damaged check• Full signature, date, and printed name• Address and telephone number• Provider ID Number

You will receive a telephone call from the Claims Processing Department to verify the information.

IMPORTANTIf you receive a check in the mail after a stop payment has been issued against it, do not cash it. If youcash this check, you are responsible for paying any fees resulting because you cashed the check after astop payment was issued against it.

Once the bank confirms the stop payment, Crystal Stairs will reissue a check in the next available checkrun. As a courtesy, you will receive a telephone call from the Claims Processing Department informing youthat your check has been reissued and is available for pick-up or for mailing.

Expired Checks

We require checks issued by Crystal Stairs to be cashed within a 90-day period. Any check cashed after the90-day period is not honored by Crystal Stairs’ bank. The check is returned to the facility where it was cashed,and they may charge you fees. When a check has expired, the Payments Processing Unit of the FiscalDepartment will ask you to request a replacement check. A $10 fee is deducted from your replacement check.

Payment ConditionsPlease understand the following:• Child care payment from Crystal Stairs is based on funding from CDE.• You are an independent contractor, not an employee of Crystal Stairs or the State of California.• You are required to repay any money received while you did not comply with program guidelines, Crystal

Stairs’ policies, or both.• You are required to repay any money received while you did not comply with the Provider Child Care

Agreement.• When you terminate a child’s enrollment from your program, give the parent and Crystal Stairs at least

10 business days’ notice.

The IRS And Taxes• Since you are an independent contractor, Crystal Stairs does not withhold any taxes from your checks.• You are responsible for paying all federal, State, and local income taxes, as well as other taxes.• Crystal Stairs reports all payments of $600 or more in a calendar year to the IRS on Form 1099, but this

does not apply to corporations. Crystal Stairs will mail you a copy of your 1099 form by January 31.• Crystal Stairs is not required to report to the IRS, and does not report, payments for in-home child care services.

• The parent is considered the employer of the in-home provider. The parent is required to withhold and report all federal, State, or local taxes; benefits; and workers’ compensation.

• You are required to file all income-tax paperwork with the IRS, the State and/or locally.• If you have any questions, contact a tax consultant.

5.1 Complaint Procedures - Provider HandbookIssue July 1, 2007

Section 5 - COMPLAINT PROCEDURES

Provider Complaints About The ProgramWhen you have a complaint about the Contracts or Claims policies, procedures, and/or practices of CrystalStairs, Inc., please follow the step-by-step instructions below.• Crystal Stairs believes clear and open communication is the best way for handling issues and problems.

When you have a complaint regarding the actions taken by Contracts or Claims staff: • Try to informally discuss the matter with the staff member handling your inquiry. • If the staff member is not able to resolve the matter to your satisfaction, please contact his or her

supervisor.• Speak with the Assistant Manager or Manager of either Contracts or Claims (depending on the issue), when:

• You are not satisfied with the answer or • You disagree with the supervisor’s decision.

Crystal Stairs’ staff members strive to and usually respond to your telephone calls and written grievanceswithin 4 business days from the date received. • If you do not agree with the decision of the Assistant Manager or Manager, you may call the Quality

Assurance Department (QA) to file a complaint. The phone number is: 323-421-1020. QA will review and investigate your complaint. They will respond to you in writing within 15 calendar daysfrom the date the complaint is received by their staff. • If you do not agree with the written decision of QA, you may submit a letter to request a review of the

QA decision. Address this review request to:

Family Services Division Manager Crystal Stairs, Inc. 5110 West Goldleaf Circle Suite 150 Los Angeles, California 90056

The letter should contain the following: • Provider’s/parent’s names and ID numbers• Provider’s/parent’s telephone numbers • Description of the continuing complaint and why you feel the complaint has not been resolved • Copy of the decision letter from QA • Any documents, etc., that have not yet been submitted

The Family Services Division Manager will review your file information. S/he will give a final agency decisionto you in writing within 15 calendar days (excluding holidays) from receipt of your letter.


When a provider or parent has a complaint alleging that Crystal Stairs, Inc. has violated a specific section ofthe California Code of Regulations (CCR), s/he can submit a letter to:

California Department of EducationChild Development Division 1430 N Street Suite 3410 Sacramento, California 95814 Attention: Uniform Complaint Procedures

The complaint letter must include the specific code section of the CCR that was allegedly violated.

Complaints From A Third Party To Crystal Stairs’Quality Assurance Department (QA)

You may contact a third party to help with an unsolved or recurring problem.• Calls from attorneys, legal advocates, or law enforcement are sent to the Legal Department. The Legal

Department coordinates the complaint process with the Quality Assurance Department (QA).• Calls from politicians or elected officials, or deputies and employees of those parties, are sent to the

Division Manager of Public Affairs. The division manager coordinates the complaint process with QA.• The third party may file your complaint with QA in writing or by telephone. The complaint must include

your name, telephone number, and Provider ID Number.• Program employees always refer any third-party complaints to QA.• The third party should tell the QA staff member about the type of complaint, its history, how it is being

handled, and the progress being made.• To confirm the complaint, the QA employee will call you.

•If you confirm the third-party complaint:• A QA staff member sends a Third-Party Authorization Form for your approval. The third

party may also present your pre-approved Third-Party Authorization Form.• Research starts after QA receives the form or other authorization.

• If you do not want the third party to act on your behalf, the QA proceeds as if you are filing the complaint.

• If you do not confirm the complaint, the QA stops the resolution process. This outcome is noted in yourbasic data file.

During the complaint-resolution process, QA works with employees and management as needed to:• Document receipt of your complaint in the complaint log and complete a Complaint Form• Work with the third party, if authorized, to resolve your complaint• Inform, as needed, the correct manager, Family Services Division Manager, and Vice President of

Programs about your problem• Resolve your problem or explain to the third party, if authorized, why it cannot be resolved• Document the outcome of your complaint• Place the Complaint Form in your basic data file• Research and resolve your complaint. The third party is told what action will be taken.


Parent Complaints About The ProviderLicensed Child Care ProviderIf you are a licensed child care provider, a parent has the right to file a complaint about your child care services.• We advise parents to call the Crystal Stairs Resource and Referral (R&R) Department and inform the

R&R Specialist that they would like to file a complaint against a provider. • 323-421-1029 (English-speaking parents) • 323-421-2430 (Spanish-speaking parents)

• If the complaint involves a licensing regulation, R&R documents the complaint and advises the parent tocall Community Care Licensing Division (CCL) of DSS.

• 323-981-3350 (East/Monterey Park) • 310-337-4333 (Northwest/Culver City)

There are no child care referrals made to this provider while CCL investigates.• R&R will give the parent other child care provider referrals.• CCL notifies R&R when the investigation is complete and there is a determination. R&R will:

• Resume referrals, if CCL decides the provider may continue providing service.• Place the provider on inactive status, if he/she has three substantiated complaints within five years.

The provider has to meet training requirements before referrals resume.• In some instances, licenses are revoked and your Provider Agreement with Crystal Stairs is terminated.

License-Exempt Child Care ProviderIf you are a license-exempt child care provider, a parent with children in your care may make a complaint as follows:• The complaint must be written and include:

• Nature of the complaint, • Date and approximate time of occurrence,• Name and address of the provider in question, and• Signature of the parent.

• Only complaints about health and safety noncompliance will be accepted. • These complaints shall be considered valid based on the parent’s written

statement alone. • The parent must submit the written complaint to:

Quality Assurance Department Crystal Stairs, Inc. 5110 West Goldleaf Circle Suite 150 Los Angeles, California 90056

Actions• A Crystal Stairs staff member will inform the license-exempt provider of the parent’s complaint. The

provider will have the right to submit a written response. • Child care payments will end fourteen (14) days after the date the complaint is received, unless the parent

and provider state, in writing, that the reason for the complaint has been corrected. This statement maybe sent to the Quality Assurance Department at the address above.


MonitoringQuality Assurance will: • Note complaints about license-exempt providers. The department will keep track of those providers who

fail to meet health and safety standards as in the Health and Safety Self-Certification. The failures will bereported to parents who ask about these providers. QA will inform the requester

• of the general nature of the complaint and • whether or not the provider submitted a rebuttal.

• Inform parents that serious health and safety concerns should be referred to the appropriate ChildProtection Services Unit of The County Welfare Department.

IMPORTANTParents are encouraged to report all suspicions of child abuse to the 24-hour Los Angeles County Child Protection Hotline at 800-540-4000.

Uniform Complaint ProceduresEffective July 1, 2007

It is the intent of Crystal Stairs, Inc. programs funded by the California Department of Education (CDE) tofully comply with all applicable State and federal laws and regulations.

Individuals, agencies, organizations, students, and interested third parties have the right to file a complaintregarding alleged violation of federal and/or State laws by Crystal Stairs, Inc. CDE-funded programs. Thisincludes allegations of unlawful discrimination (Ed. Code Sections 200 and 220 and Government Code Section11135) in any program or activity funded directly by the State or receiving federal or State financial assistance.

Complaints must be signed and filed in writing with the State Department of Education and addressed to:

Child Development Division Complaint Coordinator1430 N StreetSuite 3410Sacramento, CA 95814

If the complainant is not satisfied with the final written decision of the California Department of Education,remedies may be available in federal or State court. The complainant should seek the advice of an attorney ofhis/her choosing in this event.

A complainant filing a written complaint alleging violations of prohibited discrimination may also pursue civillaw remedies, including, but not limited to, injunctions, restraining orders, and/or other remedies or orders.

6.1 The “Ins And Outs” Of Crystal Stairs - Provider HandbookIssue July 1, 2007

Section 6 - THE “INS AND OUTS” OFCRYSTAL STAIRS

Crystal Stairs ContactsThe following locations and hours are subject to change.

Crystal Stairs, Inc.5110 W. Goldleaf Circle, Suite 150Los Angeles, Ca 90056-1282Monday 7:00 AM – 7:00 PMTuesday – Friday 7:00 AM – 5:30 PM323-299-8998

Crystal Stairs, Inc.4305 Degnan Blvd., Suite 102Los Angeles, CA 90008-4908Monday – Friday, 7:00 AM – 5:30 PM323-299-2400

The general telephone number for all Crystal Stairs’ departments and services is 323-299-8998.

• You may call this telephone number to reach any Crystal Stairs service you may need.• Crystal Stairs’ offices are closed for program holidays. You may check with the parent’s family services

specialist for details.


Crystal Stairs: Other Departments And Services

The Crystal Stairs VisionChild care is the essence of Crystal Stairs. In addition to CDE-Funded programs, Crystal Stairs’ other programs are devoted to supporting the well-being of children and families.

CalWORKs Stage 1 Child Care Program: 888-543-7247The goal of CalWORKs is to ensure child care is not a barrier for parents as they move toward self-sufficiency. Families who receive assistance from DPSS are eligible. CalWORKs helps parents locate, select, and pay for child care services.

Child Care Resource And Referral (R&R) Program: 323-421-1029 (English-speaking callers) and 323-421-2430 (Spanish-speaking callers)The primary functions of R&R are:• Helping families find quality child care services• Offering training and support services to child care providers• Acting as a resource to the community for child care-related information and data

Each year, R&R makes more than 10,000 referrals to more than 2,400 child care providers. R&R not onlyworks with parents and child care providers, but also with community agencies, employers and employeegroups. In addition, R&R conducts workshops for providers to improve the quality and increase availabilityof child care services.

Children’s Health And Wellness (CH&W) Program: Medical Outreach Hotline 323-299-9295 Mammogram Hotline 323-421-1496CH&W provides a variety of services aimed at improving the health of children and families. Services include:• Community outreach and access to health insurance programs• Assistance to families enrolling into Medi-Cal, Healthy Families, Healthy Kids, and other free or low-cost

health insurance programs• Free mammograms• Health-related services for the child care community

SAGE Child Care Center: 323-249-1361Accredited by the National Afterschool Association, SAGE provides many services to the children and families of Nickerson Gardens, one of the largest public housing developments west of the Mississippi. • For children ages 3 – 5: Full-day preschool, Monday through Friday, 7:00 AM to 6:00 PM.• For children age 4: Los Angeles Universal Preschool, Monday through Friday, 7:30 AM to 11:00 AM.• For children ages 5 – 12: After-school care, Monday through Friday, 2:00 PM to 6:00 PM.


Emergency Telephone NumbersFire . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 911

Nearest Hospital . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Pediatrician . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Poison Control (Greater Los Angeles) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 800-764-7661

Police . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 911

HOTLINES

Community Care Licensing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . East: 323-981-3350. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Northwest (Culver City): 310-337-4333

Info Line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 323-686-0959

Info Line TDD (for the hearing impaired) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 800-660-4026

LA County Child Protection (24 hr.) Hotline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 800-540-4000

National Runaway Hotline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 800-621-4000

TAX INFORMATION TELEPHONE NUMBERS

Internal Revenue Service (IRS): . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 800-829-1040

California Employment Development Division: www.edd.ca.gov . . . . . . . . . . . . . . . . . . . . . 888-745-3886

MY IMPORTANT TELEPHONE NUMBERS

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Crystal StairsProvider Fraud Policy

Effective July 1, 2007

Each child care provider used by one or more participants in the CalWORKs program and the Child Care Assistance Program (CCAP), is required to understand and sign a copy of the Crystal Stairs Provider Fraud Policy. If you receive any monies or payments regarding Crystal Stairs’ programs by fraud, you may be asked for repayment, prosecuted to the full extent of the law, and terminated as aprovider receiving payments from Crystal Stairs.

Fraud is defined as:

• Intentionally giving false or misleading information on CalWORKs or CCAP provider agreements, attendance forms or other documents:

• to begin providing child care services

• to increase or continue existing services, or

• to stop a reduction in services.

• Intentionally not giving information that could cause the child care services you provide to bedenied, reduced, or terminated.

• Accepting a participant knowing you are ineligible to provide child care services.

• Accepting any child care payment knowing the amount is more than you are owed or that youdid not provide the services.

• In any other way intentionally giving false or misleading information or statements, or withholding information in accepting, obtaining, continuing, avoiding a reduction in or denial ofbenefits, services, monies or payments provided by Crystal Stairs.

If Crystal Stairs suspects or is notified in some way that you have given false or misleadinginformation about your eligibility to provide child care or child care services provided, an investigation and ruling will be made in your case. The investigation may be referred to the Department of Public Social Services (DPSS), the California Department of Education (CDE) and/orlaw enforcement, and may include unannounced visits, telephone calls, review of related documents,etc.

If the determination is that you have committed any of the acts described above, Crystal Stairs will send you a notification that your child care provider agreement and your participation with all Crystal Stairs programs will be terminated. If you disagree with the termination decision and if the decision is reviewable, you may file a request for a review as described in your notification letter. There will be no possibility of reinstatement or reconsideration of your participation or involvement with CrystalStairs programs after the termination decision, as final termination decisions are irreversible and permanent. Further, you will be responsible for the repayment of monies and payments for which you were not eligible.

I have read the above information and understand that if I give or have given false or misleading information, or withhold or have withheld information about or affecting my eligibility, my child care provider agreement will be terminated and I will be permanently terminated (with no possibility of reinstatement) from ALL Crystal Stairs programs. My casemay also be sent to the appropriate law enforcement agency and/or governmental or judicial entity for possible criminal prosecution or other action.

_____________________________ _____________________________ _______________

Provider’s Signature Provider’s Name (PRINT) Date


Questions And Answers About CDE-Funded ProgramsHow do parents select providers?This is a parent-choice program. Parents may contact the Crystal Stairs Resource and Referral (R&R)Department to get the names of licensed providers.

How can I register with the Crystal Stairs R&R Department?Call the R&R Department: 323-421-1029

Who do I call if I have a question about TrustLine?Call the Crystal Stairs general number, 323-299-8998, and ask for the Family Services Contracts Department.

Who do I call if I have a question about the documents required for licensing?Call Community Care Licensing at East/Monterey Park: 323-981-3350Northwest (Culver City): 310-337-4333

Who do I call if I have a question about contract issues?Call the Crystal Stairs general number, 323-299-8998, and ask for the Family Services Contracts Department.

Does it matter who funds the program the family is in?Yes. The type of services the family receives may depend upon who funds the program.

How do I find out what child care program the family is enrolled in?Call the family services specialist.

What is my relationship with the parent’s family services specialist? When should I call his/her family services specialist?The family’s family services specialist is your main contact at Crystal Stairs. Call the family services specialistabout matters relating to the family, such as absences.

What if I forget the parent’s family services specialist’s name?• Look at your Certificate of Enrollment.• Ask the parent. A family services specialist is assigned to each family. If you have more than one

family, there is probably more than one family services specialist.• Call the Crystal Stairs main telephone number, 323-299-8998. The customer service representative

will look up your name in the computer and find the family services specialist who has beenassigned to the parent for whom you provide child care services.

What if I charge more than the program pays for?You may ask the parent to pay a co-payment, which is the difference between your fee and the program’s payment.

How do I know which children are authorized for child care?The Certificate of Enrollment specifies the name of the child, the authorized hours of care, the effectivedate of care, and the end date of care.

Whom do I call if I have questions about timesheets or Attendance Records?Call the Crystal Stairs Claims Processing Department: 323-421-1087.

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