Parent Issues and Concerns Policy

PARENT ISSUES AND CONCERNS POLICY:

The following steps will be set in place when dealing with parent issues & concerns for a specific program room:

If the issue or concern is directly related to a program room. The parent will address the program staff for that classroom.
The staff will address the issue or concern within 24 hrs. If they cannot solve the issue. They will consult with the supervisor.
If the parent is not happy with the results when dealing with their child’s teacher. They will go to step 4.
The parent will share their issue or concern with the supervisor in person or by email.
The supervisor will ensure that the issue or concern is address within 24 hrs.
If the issue or concern is resolved, we ask that the parent send an email indicating this in writing so we can keep it in their child’s form.
If the issue or concern is not resolved. The supervisor will consult with her program advisor for help and get back to the parent within 48 hrs.
If for some reason there is still no solution to the issue or concern and the parent is not happy. The parent has the option of withdrawing their child without having the 2-week withdrawal policy enforced.

The following steps will be set in place when dealing with parent issues & concerns for a staff member:

If the issue or concern is directly related to a specific staff member, the parent will address the supervisor.
The supervisor will address the issue or concern with the staff member within 24 hrs.
The supervisor will monitor the staff member to ensure the issue or concern is resolved. If the staff member is in noncompliance, a written warning will be issued, followed by termination of employment.
The supervisor will consult with the parent within 48 hrs. to make sure that the issue or concern has been resolved.
If the issue or concern is resolved, we ask that the parent send an email indicating this in writing so we can keep it in the staff file.
If for some reason there is still no solution to the issue or concern, and the staff member is in compliance and the parent is not happy. The parent has the option of withdrawing their child without having the 2-week withdrawal policy enforced.

The following steps will be set in place when dealing with parent issues & concerns regarding the Supervisor:

If the issue or concern is directly related to the supervisor, the parent will have to address the Program Advisor (Cynthia Bradshall) since the supervisor is the licensee and board of directors.
If the Program Advisor contacts the supervisor regarding an issue or concern, it will be addressed within 24 hrs.
The supervisor will work with the parent to resolve the issue or concern. All efforts will be made to ensure the parents are happy.
The supervisor will consult with the Program Advisor within 48 hrs. to ensure that the issue or concern has been resolved.
If the issue or concern is resolved, we ask that the parent send an email indicating this in writing so we can keep it in the supervisors file.
If for some reason there is still no solution to the issue or concern and the parent is not happy. The parent has the option of withdrawing their child without having the 2-week withdrawal policy enforced.

The following steps will be set in place when dealing with parent issues & concerns regarding an allegation of abuse:

If child abuse is suspected, it must be reported to the supervisor immediately.
The supervisor will follow protocol for a Serious Occurrence Reporting Procedures.
FACS will be notified immediately (905) 937-7731
If a staff member is suspected in the abuse, the staff member will be removed from the premise pending investigation. The staff member will not be allowed back at the Day Care until the allegations are resolved.
The supervisor will notify the parents of the child.
The supervisor will notify the Program Advisor (Cynthia Bradshaw). A serious occurrence report will be filed on CCLS website within 24 hrs.
If the issue or concern is resolved, we ask that the parent send an email indicating this in writing so we can keep it in the supervisors file.
If for some reason there is still no solution to the issue or concern and the parent is not happy. The parent has the option of withdrawing their child without having the 2-week withdrawal policy enforced.