Purpose
The purpose of this policy is to provide a transparent process for parents/guardians, the child care agency and the staff to use when parents/guardians bring forward issues/concerns.
Policy
Parents/Guardians are encouraged to take an active role in our child care centre. As supported by our program statement, we support positive and responsive interactions among the children, parents/guardians, child care providers or staff. We foster the engagement of and ongoing communication with parents/guardians about the program and their children. Our child care providers are available to engage in conversations and support a positive experience during every interaction.
All issues and concerns raised by parents/guardians are taken seriously by Kids Come First and will be addressed. Every effort will be made to address and resolve issues and concerns to the satisfaction of all parties as quickly as possible. Investigations of issues and concerns will be fair, impartial and respectful to all parties involved.
Every issue and concern will be treated confidentially and every effort will be made to protect the privacy of parents/guardians, children, child care providers, staff, students and volunteers, except when information must be disclosed for legal reasons (e.g. Ministry of Education, College of ECE, law enforcement authorities or Children’s Aid Society.
It is also imperative that the staff and the parents engage in good communication. Our centre maintains high standards for positive interaction, communication and role-modeling for children. Harassment and discrimination will therefore not be tolerated from any party. If at any point a parent/guardian, child care provider or staff feels uncomfortable, threatened, abused or belittled, they may immediately end the conversation and report the situation to the Onsite supervisor or Executive Director. The following initiatives are directed at ensuring effective communication between parents & staff and resolution of concerns:
- The parent is required to speak to the staff member involved if there is a concern.
- Staff members will try to resolve the situation with the parent directly.
- Staff members will ensure that the issue and resolution has been communicated with the On-site supervisor/designate and documented as required.
- If the parent feels dissatisfied with the outcome of the situation, the parent should contact the On Site Supervisor who will arrange for a discussion and/or resolution about the situation within 2 days (if possible).
- If the parent feels the situation has not been resolved with the On Site Supervisor, the parent can contact the Executive Director for resolution.
- The Executive Director will arrange to contact the parent within 3 days (email/phone) and arrange a time to discuss the concern (email/phone/meeting) within a reasonable time.
- If the situation cannot be resolved with the Executive Director, a written request for resolution can be addressed to the Chairperson of the Board of Directors. This written request should include a brief description of the situation and the steps that have been taken and the desired outcome.
- The Chairperson will ensure that the request is dealt with at the next scheduled Board meeting. The Chairperson will notify the parent(s) in writing of the proposed action plan.
In addition to posting general information for parents at the entrance to the program and to facilitate ongoing communication, Kids Come First will be using email to send out newsletters and other important information. Please ensure that a current email address is provided to the Centre to ensure that you are receiving Centre notices.
Updated December 2024