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Agape Adoption Agency of Arizona, Inc.

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Reviews Agape Adoption Agency of Arizona, Inc.

Agape Adoption Agency of Arizona, Inc. Reviews (2)

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The action has been completed and I consider this complaint resolved.

Regards,

Dear Sir or Madam, Agape Adoption Agency of Arizona, Inc. takes responsibility for disappointing the client who submitted the complaint against the agency. After the client was certified for adoption and licensed for foster care, her assigned family specialist failed to follow...

documented agency procedures regarding monthly presentations for children who are free for adoption, even if the children are outside of the specified profile of the adoption clients. After the client contacted Mr. [redacted] on 6/25/15, he asked a program manager to investigate her complaint and follow up with her by the end of the week, and the manager failed to do this. As a result of these failures, the family specialist and the manager will be disciplined, and their HR files will be updated to reflect the performance failures.  That said, several  of the statements made by the client are misleading and/or inaccurate:1. Since January, this client was advised that inquiries had been made about three children who were free for adoption. In March, the client was advised that 2 of the children’s case workers informed this agency they were being adopted by relatives and inquiries to the third case worker were not being responded to.2. In May, the client informed her family specialist she would probably be moving out of the country soon and she indicated this is why she was requesting a refund or partial refund for a completed service (adoption certification) that is valid until June, 2016. On June 2, the client began to discuss her concerns about the lack of child presentations with her family specialist, and there were three interactions regarding her desire for a refund (including interactions on June 8 and June 11). She didn’t likethe answer she received, which is why she reached out to the agency COO on June 25. Her complaint indicates this agency ignored her between June 2 and June 25.3. Agape does not “sell licensure”. Licensure is for foster care and it is free - there is no service charge associated with it. Licenses are issued by the state of Arizona, and families are able to transfer their licenses to other agencies throughout the state without re-taking any of the required classes.4. The requirements for foster care licensure are established by the state of Arizona and not this agency. The time and effort this client invested in training, purchases for home inspections, reference checks, paperwork and more are not within the scope of this agency to control.5. Families interested in adopting children from foster care may become certified for adoption. If they choose VOLUNTARILY to do this before they matched with a foster child who is free for adoption, they are assessed an $800 fee, which this client paid, for the work that is done with Arizona’s superior courts. Agency’s state foster care contracts do not cover these fees unless the family is matched with a foster child, which is why families are informed they may CHOOSE to pay them up front, rather than caringfor foster children who may later become free for adoption. When the latter circumstance (a “conversion”) occurs, the $800 adoption certification fees is waived because the state’s foster care program covers it. This is explained toevery family interested in adopting children from foster care, and many families choose to take the “conversion” route instead of paying the $800 up front.6. This agency never promised this, or any, client that she would be matched with a child. Agencies have no control over which foster children become free for adoption and making any such promise would indeed be very unethical, which is why this does not occur. This client had a very specific child profile in mind, with specific characteristics about her preferred child’s age, gender and ethnicity. This is common, but it had an impact on the agency’s ability to find available children to present to her. 7 Families who choose to become certified for adoption can adopt any child who is available for adoption, not only children who are in foster care. For this reason, it is not and has never been “impossible” for the client who made this complaint to adopt a child, even though the agency did not present her with foster children who matched her preferred profile each month. 8. The foster care license and adoption certification provided to this client were never of “no use” to her. The license could have been utilized by the client at any time if she were willing to care for foster children who were not free for adoption, and the certificationfor adoption might have been utilized if the client had not stated her plan to move out of the country seven months into an approval that is valid for 18 months, or if she had talked with her family specialist about expanding the profile of the children she was willing to consider adopting. Agape currently supports approximately 150 foster families. Many of them are certified for adoption, and the agency facilitates approximately 50 adoptions from foster care each year. We take our responsibility to serve our clients and the children they are caring for very seriously, which is probably why this is the first time in 10 years that we’ve been the subject of a Revdex.com complaint. To help ensure we do not disappoint or fail to serve additional clients in the future, in addition to disciplining the employees involved in this complaint, we have revised our staff supervision processes to verify that  families who are certified for adoption are indeed made aware of adoptable children on a monthly basis. I will reiterate that this doesn’t mean clients will be matched with an adoptable child that meets their initial preferred profile immediately or even within 18 months, because there are multiple families waiting to be matched with many of the children who become free for adoption and because many of the children who become free for adoptions are adopted by their foster families (the “conversion” process referred to above).  Since 7/14/15, multiple Agape staff, including the company’s CEO, have attempted to contact this client to discuss her concerns and efforts to make amends. She has not returned any phone calls. I apologize for the delayed response to this inquiry – I have been out of town for 2 weeks. Upon my return to the office today, I immediately called this client and left a message advising I will approve her requested refund. I have not yet received a call back from her. Thank you,[redacted] Co-founder and CEO

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Address: 4302 E Broadway Rd, Phoenix, Arizona, United States, 85040-8808

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