PAO-33: Family Community Concerns and Complaints Policy

Policy

The Ephrata School District and B-5 ECEAP policy ensures that family and community concerns or complaints are addressed in a prompt, equitable and respectful manner. The goal is to strengthen the quality of services and responsiveness within DCYF ECEAP programs. Through this process, DCYF ECEAP aims to use feedback for continuous improvement while resolving issues at the contractor level whenever possible.

Procedure

Written Policy and Procedure Requirement: Ephrata School District and B-5 ECEAP providers have a written policy and procedure for addressing family and community complaints.

1. Accessibility of the Policy:
   The complaint policy is accessible to families, staff and volunteers, It is included in the program/family handbook available on the website. Families may request copies of policies from the school secretary. The policy must be:
   • (a) Translated: The policy is in the family's home language, or interpreter services must be provided to ensure meaningful access and culturally responsive practices.
   • (b) Clear and Easy to Understand: The policy is presented in a simplified language and may include illustrations, diagrams or images to aid understanding.
      
2. Policy and Procedure Content:
   The complaint procedure must include the following components:
   • (a) Submission Process: Person filing the grievance can pick up a form from the Tiger Cub Preschool office and then return it to Tiger Cub Preschool.
   • (b) Review process by Site Manager/Head Teacher: Once it is turned in, it is given to the Site Manager, Head Teacher. The Site Manager/Head Teacher has 3 business days to resolve the issue or after those 3 days, the grievance will be passed on the the Ephrata School District ECEAP Director.
   • (c) Review process by ECEAP Director: The ECEAP Director has 5 business days to resolve the issue, or after those 5 days, the grievance will be passed on to the Ephrata School District Assistant Superintendent. The decision will be handed down by the beginning of the 11th day.
   • (d) Exceeding Timelines or Unresolved Complaints: If the timelines are exceeded or the complaint remains unresolved the Ephrata School District Superintendent will take over.
   • (f) Contract-Level Escalation: The contact person at the contractor level would be the Continuous Quality Improvement (CQI) person who should be contacted if the complaint is unresolved at the site level.
   • (g) State-Level Contact: If not resolved by the CQI, a State-Level ECEAP DCYF staff will handle the information.
   • (h) Confidentiality: The information will be handled in a confidential manner by using inner school envelopes and directing the information to the person who is directly in charge of this.
   • (i) Annual Review: The policy will be reviewed annually by the Policy Council to ensure it remains current and effective.
      
3. Documentation of Complaints:
   Ephrata School District and ECEAP provider will document all complaints, including the resolution of any substantiated complaints.
    
4. Escalation to DCYF ECEAP
   If a complaint cannot be resolved at the contractor level, the Ephrata School District must notify DCYF ECEAP for further assistance.
    
5. Complaints Made to ECYF ECEAP
   When a family of community member submits a complaint directly to DCYF ECEAP, the ECEAP Administrator will collaborate with the ECEAP Director to gather more information and determine the next steps. Resolving the complaint at the Ephrata School District is preferable.
    
6. Non-Resolution and Service Continuity:
   Complaints will not compromise the family's ability to access services or negatively impact staff-child or staff-family interactions. This policy ensures that concerns and complaints are handled in a manner that promotes accountability, improvement and positive engagement between families, communities and DCYF ECEAP providers.

The following Ephrata School District Policy, Procedure and From may be helpful when Harrassment, Intimidation and/or Bullying are involved in the complaint:

 

Policy 3207 - Prohibition of Harassment, Intimidation and Bullying: Policy | Procedure

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