Concerns, Complaints and
Grievance Policy for
Community
A distinctive characteristic of HOPE is our community. Our school is a working partnership between parents/guardians, employees, and students. We value community, and within communities, sometimes struggles may arise. HOPE desires to listen and address these situations in a biblical way that honors the Lord.
Mindful of our mutual accountability as members of the body of Christ, we are committed to a biblically based procedure for resolving community concerns and grievances. This process will be carried out with mutual respect, prayer, love, and humility.
When a concern or conflict occurs, parties should first attempt to use biblical problem-solving principles, such as listening to each party (e.g., Matthew 18:15-17). We believe this approach fosters understanding and facilitates reconciliation.
“If a brother sins against you, go to him privately and confront him with his fault. If he listens and confesses it, you have won back a brother. But if not, then take one or two others with you and go back to him again, proving everything you say by these witnesses. If he still refuses to listen, then take your case to the church, and if the church’s verdict favors you but he won’t accept it, then the church should excommunicate him.”
Matthew 18:15-17 (TLB)
“Don’t be hot headed and rush to court. You may start something you can’t finish and go down before your neighbor in shameful defeat. So discuss the matter with him privately. Don’t tell anyone else lest he accuses you of slander and you can’t withdraw what you said.”
Proverbs 25:8-10 (TLB)
Definitions
Concern
An informal need for clarification, dialogue or improvement. The tone is concilitatory.
Complaint
When a Concern is not resolved, or if the communication involves emotionally charged/accusatory language, a pattern of unhealthy behavior, or the employee is unsure how to proceed.
Grievance
If a member is not satisfied with the resolution provided by the employee, Supervisor, or Principal/Manager.
| Term | Definition | Who manages it? |
| Concern | An informal need for clarification, dialogue, or improvement. The tone is conciliatory |
Managed by the immediate employee closest to the situation. The parent/guardian is not asking for a formal review of an issue. |
| Complaint | When a Concern is not resolved, or if the communication involves emotionally charged/accusatory language, a pattern of unhealthy behavior, or the employee is unsure how to proceed |
The employee’s Supervisor (or Principal/Manager). |
| Grievance | If a member is not satisfied with the resolution provided by the employee, Supervisor, or Principal/Manager |
The Head of School. |
Procedures
This restorative process promotes a healthy environment for all members of the school community. It is based on biblical conflict resolution, it aims to restore relationships and address concerns promptly, actively eliminating cynicism, criticism, and gossip to preserve a quality learning atmosphere. See process and description down below.
Be guided with the following process.
HOPE’s Concerns, Complaints, and Grievances Process
An informal need for clarification, dialogue, or improvement. The tone is conciliatory
Discuss with the individual directly involved: If you have a concern about a HOPE employee, the first step is to attempt to resolve the issue directly with that person.
Arrange a meeting with the person who is directly involved with the concern. One may not bypass all channels of communication and go directly to their Supervisor, Manager/Principal, Head of School or Board.
- Parent/guardian is asking for clarification or understanding.
- Tone of communication is conciliatory.
- Parent/guardian is not asking for a formal review of an issue.
- If the concern appears to be resolved, the employee will email the parent/guardian with a summary of the issue and resolution.
- If the concern does not appear to be resolved, the employee will request their Supervisor’s involvement and inform the parent/guardian. The concern is now considered a complaint.
- The parent/guardian states that this is a complaint.
- The complaint is escalated to the Supervisor if the issue is of the following nature:
- There is emotionally charged or accusatory language in the communication.
- There is an indication from the parent/guardian that the employee has done something wrong.
- There is a pattern of unhealthy behavior relating to this parent/guardian.
- There is a pattern in the employee’s performance which is being addressed. This is something which has been brought up to them more than once by this parent/guardian or other parents/guardians.
- The employee receiving the communication feels unsure of how to move into this situation and desires their Supervisor’s input or interaction.
- The Supervisor will contact the parent/guardian and share the procedure for addressing and resolving the complaint. If the Supervisor is unable to resolve the issue, the Principal/Manager will get involved. If the Supervisor and/or Principal/Manager is the direct Supervisor or the one who the complaint is against, then it will skip this step and go to the Head of School.
- The parent/guardian may not bypass all channels of communications and go directly to the Head of School.
- When required, the Head of School will do the following:
- Investigation: The Head of School will impartially hear all parties and seek to resolve the situation in an appropriate manner.
- Response: This may result in a mediation that leads to reconciliation or a clarification of policies. The Head of School’s decision will be documented, dated, and communicated with the appropriate department leader and all involved parties.
- If a parent/guardian still cannot come to a resolution involving the Head of School, the Head of School will make the parent/guardian aware of their right to file a formal grievance before the School Board.
If the aggrieved party wants to appeal the Head of School’s decision after completing the process above, he/she may submit a written appeal to the Board Chair within seven (7) business days. The Board Chair will appoint a Board Appeal Liaison (forthwith referred to as “Liaison”) as the next step in the Board appeal process. The Liaison will review the appeal that was submitted to the Board Chair. The Liaison will meet with each party separately to understand the appeal and the meeting may be recorded. The Liaison will then write a report to the full Board outlining the situation. This report will be attached to the original correspondence from the aggrieved party. The Board will then hear the appeal in a closed meeting led by the Board Chair. The Board can either make a ruling or request further fact-finding to be conducted by the Liaison. All fact-finding must be consistent with Board Standing Policies on Board/Staff Linkages and Executive Constraints.
Board hears appeal in closed session; decision final.