Parent Issues and Concerns Policy and Procedures
Name of Home Child Care Agency: Wheatley School
Date Policy and Procedures Established: June 1, 2017
Date Policy and Procedures Updated: March 28, 2018
The purpose of this policy is to provide a transparent process for parents/guardians, the childcare agency licensee and staff to use when parents/guardians bring forward issues/concerns.
Licensee: Wheatley School of Montessori Education Inc.
Staff: Individual employed by Wheatley School.
Parents/guardians are encouraged to take an active role in our school and regularly discuss what their child(ren) is experiencing with our staff. As supported by our program statement, we support positive and responsive interactions among the children, parents/guardians, and staff and foster the engagement of and ongoing communication with parents/guardians about the program and their children. Our staff are available to engage parents/guardians in conversations and support a positive experience during every interaction.
All issues and concerns raised by parents/guardians are taken seriously by our staff and will be followed up in a timely manner. Every effort will be made to address and resolve issues and concerns to the satisfaction of all parties and as quickly as possible.
Issues/concerns may be brought forward verbally or in writing. Responses and outcomes will be provided verbally, or in writing upon request. The level of detail provided to the parent/guardian will respect and maintain the confidentiality of all parties involved.
An initial response to an issue or concern will be provided to parents/guardians within 2 business day(s). The person who raised the issue/concern will be kept informed throughout the resolution process.
Investigations of issues and concerns will be fair, impartial and respectful to parties involved.
Every issue and concern will be treated confidentially and every effort will be made to protect the privacy of parents/guardians, children, staff, students and volunteers, except when information must be disclosed for legal reasons (e.g. to the Ministry of Education, College of Early Childhood Educators, law enforcement authorities or a Children’s Aid Society).
Our agency 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, or staff feels uncomfortable, threatened, abused or belittled, they may immediately end the conversation and report the situation to the supervisor/Head of School.
Concerns about the Suspected Abuse or Neglect of a child
Everyone, including members of the public and professionals who work closely with children, is required by law to report suspected cases of child abuse or neglect.
If a parent/guardian expresses concerns that a child is being abused or neglected, the parent will be advised to contact the local Children’s Aid Society (CAS) directly.
Persons who become aware of such concerns are also responsible for reporting this information to CAS as per the “Duty to Report” requirement under the Child and Family Services Act.
For more information, visit http://www.children.gov.on.ca/htdocs/English/childrensaid/reportingabuse/index.aspx
|Nature of Issue or Concern||Steps for Parent and/or Guardian to Report Issue/Concern:||Steps for Provider, Staff and/or Licensee in responding to issue/concern:|
E.g.: schedule, toilet training, sleeping arrangements
Indoor/outdoor program activities, lunch schedules
|Raise the issue or concern to
If the issue or concern cannot be resolved by the classroom staff then please speak to
the Supervisor/Head of School.
Document the issues/concerns in detail.
Documentation should include:
Provide contact information for the appropriate person if the person being notified is unable to address the matter.
Ensure the investigation of the issue/concern is initiated by the appropriate party within  business days or as soon as reasonably possible thereafter. Document reasons for delays in writing.
Provide a resolution or outcome to the parent(s)/guardian(s) who raised the issue/concern.
|General, Agency- or Operations-Related
E.g.: School fees, placement, etc.
|Raise the issue or concern to:
|Provider-, Staff-and/or Licensee-Related
E.g.: conduct of provider, head office staff, etc.
|Raise the issue or concern to
All issues or concerns about the conduct of the provider or staff that puts a child’s health, safety and well being at risk should be reported to the Head of School as soon as parents/guardians become aware of the situation.
|Related to Other Persons at Premises
E.g. Other Parents or administration
|Raise the issue or concern to
All issues or concerns about the conduct of the provider that puts a child’s health, safety and well being at risk should be reported to the Supervisor/Head of School as soon as parents/guardians become aware of the situation.
|Student- / Volunteer-Related||Raise the issue or concern to
Note: All issues or concerns about the conduct of students/volunteers that puts a child’s health, safety and well being at risk should be reported to supervisor/Head of School as soon as parents/guardians become aware of the situation.
Escalation of Issues or Concerns: Where parents/guardians are not satisfied with the response or outcome of an issue or concern, they may escalate the issue or concern verbally or in writing to Board of Directors
Issues/concerns related to compliance with requirements set out in the Child Care and Early Years Act., 2014 and Ontario Regulation 137/15 must be reported to the Ministry of Education’s Child Care Quality Assurance and Licensing Branch.
Issues/concerns may also be reported to other relevant regulatory bodies (e.g. local public health department, police department, Ministry of Environment, Ministry of Labour, fire department, College of Early Childhood Educators, Ontario College of Teachers, College of Social Workers etc.) where appropriate.
Ministry of Education, Licensed Child Care Help Desk: 1-877-510-5333 or email@example.com
Head of School: (905-641-3012) or firstname.lastname@example.org
Regulatory Requirements: Ontario Regulation 137/15
Parent issues and concerns
45.1 Every licensee shall ensure that there are written policies and procedures that set out how parents’ issues and concerns will be addressed, including details regarding,
(a) the steps for parents to follow when they have an issue or concern to bring forward to the licensee;
(b) the steps to be followed by a licensee and its employees in responding to an issue or concern brought forward by a parent; and
(c) when an initial response to the issue or concern will be provided. O. Reg. 126/16, s. 31.
- (1) Every licensee shall have a parent handbook for each child care centre or home child care agency it operates which shall include,
(a.2) a copy of the licensee’s policies and procedures required under section 45.1 regarding how parents’ issues and concerns will be addressed;
This provision is intended to provide licensees and parents with a clear and transparent procedure to follow when a parent has brought forward an issue or concern they wish to have addressed by the licensee.
Disclaimer: This document is a sample of a policy and procedure that has been prepared to assist licensees in understanding their obligations under the CCEYA and O. Reg. 137/15. It is the responsibility of the licensee to ensure that the information included in this document is appropriately modified to reflect the individual circumstances and needs of each home child care agency it operates and each premises where the licensee oversees the provision of home child care.
Please be advised that this document does not constitute legal advice and should not be relied on as such. The information provided in this document does not impact the Ministry’s authority to enforce the CCEYA and its regulations. Ministry staff will continue to enforce such legislation based on the facts as they may find them at the time of any inspection or investigation.
It is the responsibility of the licensee to ensure compliance with all applicable legislation. If the licensee requires assistance with respect to the interpretation of the legislation and its application, the licensee may wish to consult legal counsel.