As a trustee it's best not to get personally involved in such complaints/disputes but rather to ensure that parents understand the procedures in place to deal with their concerns. If it's a classroom matter, the first thing you want to ask is whether the parent has spoken with the teacher. If that has been done but not resolved the matter, the next level is to discuss the situation with the principal. Most issues will be resolved at this level, but if not, the next level of appeal is to the Superintendent of Schools. He has a staff group known as Leadership Services, who can review particular cases and assist in coming to a satisfactory resolution. This group is composed of senior administrators and has an excellent record for resolving disputes.
If the complaint(s) are due to an action of the Superintedent, then that would be a matter for the Trustees to address.
In the broader sense, complaints often serve the useful function of helping the school system adapt to better serve student needs. An example of this would be complaints about bullying leading to anti-bullying programs of various kinds now being common in most schools.
Hi Gerry
ReplyDeleteWhat if the complaint is about how fast a parent in crisis gets a return call from Leadership services? I heard you speak at a special needs review asking about this and why it takes so long for you as a trustee to get a response? The reply to your question was "if you let my secretary know you are a trustee we will return your call faster". These talented people in leadership services are amazing. Absolutely amazing. To take weeks to return a parent in crisis call is beyond horrifying. Your article does not prepare the trustees for this piece of what will occur