My stepdaughter was involved with the "Big Sister" program in her area

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My husband tried to contact them 2 years ago in reference to see if there was anything that we could do to help with her counseling, a meeting was set up for us, my stepdaughter's probation officer, her counselor, her mother, and the Director of the program.  My husband, myself and the Director were the only ones present, since this time my stepdaughter has been in rehab 2x, dropped out of school and is supposedly going to get her GED, but has not received it yet.  She has also been to court 4 times since September.

When I came across this website I told my husband that according to the law he can obtain his daughter's records.  We have sent letters to both the Big sister organization and the probation department.  My husband contacted Big Sisters and to tell you the truth with the attitudes of the employees, I would be surprised if any girl is really getting help.  We were told that we needed to contact their attorney.  

Is this standard?  What can we do?