Grievance procedures - parents

Policy Statement

At Cybertots Child Care Centre we aim to foster positive relations between all parents and staff. Every parent has the right to a positive and sympathetic response to their concerns. Solutions are sought to resolve all disputes, issues or concerns that impact or affect the day to day well being of the centre in a fair, prompt and positive manner.

Considerations:

• Philosophy - The right for quality care. Harmonious, warm and positive environment. Communication with parents.
• Legislation - Requirements under Commonwealth Department Operations guidelines.
• Children's needs - Need and respect for a harmonious, happy environment; role model for interactions.
• Parent needs - Ability to voice concerns in a positive and confidential manner.
• Staff needs - Open communications with parents; positive outcomes to parent concerns.
• Management needs - Effective grievance policy in place in order to make informed decisions. To deal with grievance in a positive manner and to address all grievances immediately.

How Policy will be implemented:

• Every parent is provided with clear written guidelines detailing grievance procedures
• All confidential conversations/discussions with parents will take place in a quiet area away from children, other parents and staff who are not involved
• Parent names remain confidential. The option to remain anonymous will be at the discretion of each parent.

Procedures:

1. Establishing Guidelines:
   • Disputes and conflicts at the centre may be avoided if clear guidelines are in place. In the area of staff/management/parent relations there should be clear information for parents about the centre's philosophy, policies and procedures. It is also important to have clear procedures for dealing with complaints. Relevant information can be obtained through the Intranet via the Director.
2. Procedure For Dealing With Parent/Staff Conflict
   • The parent should discuss the problem with the relevant staff member concerned
   • If the parent still feels action is necessary after discussion with relevant staff member they should take the matter up with the Director
   • If the parent is still unhappy with the situation the Director can offer to take the matter to the committee for guidance or,
   • The parent can write directly to the committee to explain the problem
   • The committee/owner will advise the Director of its decision and the Director will convey that finding to the parent concerned or,
   • The committee/owner will write directly to the parent concerned to advise of their decision. The Director will also be advised of the decision.
3. Procedure For Dealing With Parent/Management Conflict
   • The parent should discuss the problem with the Coordinator/Supervisor.
   • If the parent still feels action is necessary after discussion with Director, they should ask the Director to raise the issue at the next management committee meeting, or with the owner of the service or,
   • The parent can write directly to the committee to explain the problem.
   • The committee will advise the Director of its decision and the Director will convey that finding to the parent concerned.

     Procedures:

     1. Establishing Guidelines
        • Disputes and conflicts within the committee may be avoided if clear guidelines are in place. All committee members should be provided with clear information about their roles and responsibilities and detailed guidelines about the centre's philosophy, policies and procedures. All relevant information can be accessed via Cybertots Intranet. New committee members should be orientated into their new committee role by an experienced committee member.
     2. Procedure For Dealing With Conflict Within The Committee
        • If a committee member is unhappy with the way a decision has been reached at a committee meeting or with a particular action of the committee, they may ask to have their grievance tabled at the next committee meeting for open discussion or,
        • They may discuss the problem with the chairperson. If the matter is not settled, the executive will meet to discuss the problem, try to resolve the situation, and feedback their decision to the aggrieved committee member(s).
        • If the matter is still not resolved to the satisfaction of the aggrieved person(s), it will be taken to the full committee or,
        • If they believe the grievance needs addressing urgently, a special meeting may be called to resolve the issue. (This needs to be done in accordance with the Associations Rules/Constitution).
        • The committee will determine a course of action agreed to by a majority vote. This will resolve the matter, or if this is not possible, the committee member(s) still in dispute will be asked to step down.