THE NORTHWEST CATHOLIC

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					                             The Northwest Catholic District School Board

                                                                                 Section    Number
                                                                                    I       0     1


ADMINISTRATIVE PROCEDURES

Title:          DISPOSITION OF COMMENDATION OR COMPLAINT

Preamble:
         The need for effective communications and an organized process to handle commendations
         and complaints received which pertain to any aspect of the school system is hereby
         recognized.

Procedures:
A.       Commendations

         1.     Definition

                A commendation is defined as any oral or written communication in recognition of a
                special contribution of a staff member. Commendations may be either internal
                (from a Principal, Co-ordinator, Supervisor, Superintendent or the Director of
                Education) or external (from parents, ratepayers, or other parties).

         2.     Procedures

                a)     Commendation from a Principal, Supervisor,                    Co-ordinator
                       Superintendent or the Director of Education

                       Principals, Co-ordinators, Supervisors, Superintendents and the Director of
                       Education are encouraged to write letters/memoranda of commendation to
                       acknowledge a special contribution of a staff member to the administration,
                       school or system. The original letter will be distributed to the staff member
                       and a copy will be filed in the personnel file at the Board Office.

                b)     Commendations Received From Parents, Ratepayers or Other Parties

                       Principals, Co-ordinators, Supervisors, Superintendents and the Director of
                       Education are encouraged to relay oral commendations received from
                       parents, ratepayers or other parties to the staff member concerned. A copy
                       of a written commendation received from a party outside the School Board
                       organization will be forwarded to the staff member concerned with the
                       original placed in the personnel file at the Board Office.
The Northwest Catholic District School Board                                                Page 2 of 4
Procedure: I-01, Disposition of Commendation or Complaint

B.       Complaints

         1.       Definition

                  A complaint is defined as any oral or written communication by a parent, ratepayer,
                  staff member, trustee or any other party expressing dissatisfaction with, or criticism
                  of the actions or methods of an employee of the school system or with the
                  procedures, programs of a school or of the school system.

         2.       General

                  a)       All complaints will be received and handled with courtesy, diplomacy,
                           promptness and clear communications.

                  b)       Complaints related specifically to a school are to be dealt with at the school
                           level.

                  c)       Matters that do not deal with a specific school should be handled through the
                           Board Office.

         3.       Procedures

                  a)       Complaints or Concerns Involving Teaching and School Support Staff

                           i)       A parent, ratepayer, staff member or any other party expressing a
                                    concern involving teaching or school support staff should be referred
                                    to the staff member(s) involved, Principal, the Superintendent of
                                    Education and the Director of Education, in that order. Issues should
                                    be handled at the source whenever possible; however, if a matter is
                                    not satisfactorily resolved, the complainant may proceed to the next
                                    level of authority.

                           ii)      If satisfaction is not obtained at the school level and it is necessary
                                    to refer the problem to the Director of Education, the complainant
                                    may be requested by the Director of Education to submit the
                                    complaint in writing.

                           iii)     The Director of Education shall refer any unresolved problems to the
                                    Board.

                           iv)      The staff member against whom the complaint is lodged will be kept
                                    informed at each step in the process.

                  b)       Complaints or Concerns Involving the Procedures or Programs of a
                           Specific School

                           i)       A parent, ratepayer, staff member or any other party expressing a
                                    complaint or concern regarding the procedures or programs of a
                                    specific school should be referred to the school principal, the
                                    Superintendent of Education and the Director of Education, in that
                                    order. Issues should be handled at the source whenever possible;
                                    however, if a matter is not satisfactorily resolved, the complainant
                                    may proceed to the next level of authority.
The Northwest Catholic District School Board                                               Page 3 of 4
Procedure: I-01, Disposition of Commendation or Complaint

                           ii)      Staff members are encouraged to inform their immediate superior of
                                    all complaints expressing dissatisfaction with. Or criticism of
                                    procedures or programs of a school.

                           iii)     If satisfaction is not obtained at the source and it is necessary to
                                    refer the problem to the Director of Education, the complainant may
                                    be requested by the Director of Education to submit the complaint in
                                    writing.

                           iv)      The Director of Education shall refer any unresolved problems to the
                                    Board.

                  c)       Complaints or Concerns Involving Board Office Staff

                           i)       A parent, ratepayer, staff member or other party expressing a
                                    concern involving Board Office staff should be referred to the staff
                                    member(s) involved, the employee’s immediate supervisor and the
                                    Director of Education, in that order. Issues should be handled at the
                                    source whenever possible; however, if a matter is not satisfactorily
                                    resolved, the complainant may proceed to the next level of authority.

                           ii)      If satisfaction is not obtained at the source and it is necessary to
                                    refer the problem to the Director of Education, the complainant may
                                    be requested by the Director of Education to submit the complaint in
                                    writing.

                           iii)     The Director of Education may seek outside mediation assistance for
                                    unresolved problems.

                           iv)      The staff member against whom the complaint is lodged will be kept
                                    informed at each step in the process.

                  d)       Complaints or Concerns Involving Board Policies and Procedures

                           i)       Non-Business Functions

                                    A parent, ratepayer, staff member or any other party expressing a
                                    complaint or concern regarding policies and procedures that are not
                                    related to a specific school should be referred to the Superintendent
                                    of Education and the Director of Education, in that order. Issues
                                    should be handled at the source whenever possible; however, if a
                                    matter is not satisfactorily resolved, the complainant may proceed to
                                    the next level of authority.

                           ii)      Business Functions

                                    A parent, ratepayer, staff member or any other party expressing a
                                    complaint or concern regarding procedures related to the business
                                    functions of the Board should be referred to the Superintendent of
                                    Business and the Director of Education, in that order. Issues should
                                    be handled at the source whenever possible; however, if a matter is
                                    not resolved, the complainant may proceed to the next level of
                                    authority.
The Northwest Catholic District School Board                                                 Page 4 of 4
Procedure: I-01, Disposition of Commendation or Complaint

                           iii)     Staff members are encouraged to inform their immediate superior of
                                    all complaints expressing dissatisfaction with, or criticism of policies
                                    or procedures of the school system.

                           iv)      If satisfaction is not obtained at the source and it is necessary to
                                    refer the problem to the Director of Education, the complainant may
                                    be requested to submit the complaint in writing.

                           v)       The Director of Education may seed outside mediation assistance to
                                    help with unresolved problems.

                  e)       Complains or Concerns Received by Trustees or Where a Trustee is
                           the Complainant

                           i)       A trustee who is the recipient of complaint or concern shall direct the
                                    concerned party to follow the procedures outlined under 3(a), 3(b),
                                    3(c) or 3(d) above. The matter may be brought to the attention of the
                                    Director of Education privately with a request for feedback.

                           ii)      A trustee who, in the role of a parent, is the complainant shall follow
                                    procedures outlined under 3(a), 3(b), 3(c) or 3(d) above.

                           iii)     For matters not initiated by a ratepayer or employee but felt by a
                                    trustee to warrant an inquiry or investigation, the trustee shall
                                    discuss the matter with the Director of Education before the issue is
                                    placed before the Board.

                           iv)      The Director of Education in receiving a complaint or concern from a
                                    trustee shall decide if the complaint is in keeping with the Board’s
                                    Governance Policies. If, in the opinion of the Director, the matter is
                                    an operational/procedural issue, then he shall deal with the matter,
                                    inform the trustee concerned of any action taken and report to the
                                    Board if such is deemed necessary by either party.




   Cross Reference                 Date of Implementation                Legal/Ministry of Education
                                      March 22, 2003                             Reference
  Section      Number
                                     Date of Last Review

				
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