CONCERNS
WE ARE HERE TO LISTEN AND ACT ACCORDINGLY
HOW GRACE HANDLES CONCERNS
The Board of Trustees, leadership, and staff strive to serve the parents and students of Grace International School with honor and respect for the sake of the unity of the Body. As family members, there are times in which struggles may arise. We desire to hear and address these struggles with biblical principles and in a timely manner. To help us ensure we have consistency in how we address all concerns or complaints, the following definitions and procedures are put in place.
OUR COMMITMENT AND EXPECTATIONS
When a parent/guardian contacts a staff member by email or in person with an issue, that staff will assess whether the issue is a concern or a complaint. Within 48 hours, there will be a response of acknowledgement. The acknowledgment will include awareness of the issue and a proposal to connect and to come to a resolution within a reasonable time frame.
The follow-ups with the parent/guardian are affected by whether the issue is a concern or a complaint.
CONCERN CRITERIA AND PROCEDURE
The issue will be resolved by the staff and parent/guardian if the initial issue is of this nature:
- Parent is asking for clarification or understanding.
- Tone of communication is conciliatory.
- Parent is not asking for a formal review of an issue.
If the concern appears to be resolved, the staff will email the parent with a summary of the issue and resolution.
If the concern does not appear to be resolved, the staff will request their director’s involvement and inform the parent. The concern is now considered a complaint.
COMPLAINT CRITERIA AND PROCEDURE
The issue will be escalated by the staff to their director and/or supervisor if the issue and/or contact are of this nature:
- The parent states that this is a complaint.
- There is emotionally charged or accusatory language in the communication.
- There is an indication from the parent that the staff member has done something wrong.
- There is a pattern of unhealthy behavior relating to this parent.
- There is a pattern in the staff member’s performance which is being addressed. This is something which has been brought up to them more than once by this parent or other parents.
- The staff member receiving the communication feels unsure of how to move into this situation and desires their director’s input or interaction.
- The director will contact the parent and share the procedure for addressing and resolving the complaint. If the director is unable to resolve the issue, the supervisor will get involved.
INVOLVEMENT OF SUPT. AND BOT
If a parent/guardian is not satisfied with the procedures or resolutions set forth by the staff, director, or supervisor, the Superintendent will be made aware and attempt additional resolution. The parent/guardian may not bypass all channels of communications and go directly to the Superintendent.
If a parent/guardian still cannot come to a resolution involving the Superintendent, the Superintendent will make the parent/guardian aware of their right to file a formal grievance before the Board of Trustees.
The following form is only to be submitted if a parent/guardian has attempted direct resolution with the staff but a response has not been acknowledged.
