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This policy and procedures were developed in our efforts to affect them in specific manner and time frame with the intention of reaching a final resolution.
PERFORMANCE STANDARD: 1304.50 (d) (2) (v) establish and maintain procedures for working with the grantee or delegate agency to resolve community complaints about the program. 1304.50 (h) Internal Dispute Resolution. Each grantee and delegate agency and Policy Council or Policy Committee jointly must establish written procedures for resolving internal disputes, including impasse procedures, between the governing body and policy group.

 

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PROCEDURE:
Receipt of complaint/grievance may be verbal or written. The person receiving the complaint/grievance will refer the complaint or complainant to the appropriate Content Area Manager, i.e. Administration, Education, Special Needs/Health, Family and Community Partnerships.

 

The Content Area Manager will receive the written or verbal complaint and/or will meet with the person who has the complaint/grievance. The Manager will hear the grievance and make every effort to resolve it at this level. The Content Area Manager may call in one or more staff members to address, resolve, or inquire further about the issue presented in the complaint.

 

The Content Area Manager will document the complaint, any meetings held, and submit a copy to the Head Start Director. If the matter is not resolved, continue with the next step.

 

If the matter is not resolved by the Content Area Manager, it must be referred to the Head Start Director. The Director will meet with all parties involved. Efforts will be made to resolve the complaint/grievance.

 

If the matter is not resolved by the Head Start Director, it must be referred to the Head Start Executive Director. The Executive Director will meet with all parties involved. Efforts will be made to resolve the complaint/grievance.