There is a quarrelsome clerk in your school office. You are having a problem dealing with him for day to day work.How will you solve the problem of his behavior?
Answers
Types of complaints
No matter how experienced you are, all school leaders receive complaints from time to time. These can range from informal, verbal comments up to formal, written complaints; from minor to major concerns.
They may come from students, staff, parents, or even members of the public. They could be about students, teaching or non-teaching staff, you, the board, your school policies, or school events. Some you might be ready for, others will come out of the blue and surprise you.
Complaints may escalate rapidly unless they are well managed. It is better to have processes in place and rarely need them than to have nothing in place and end up with an issue that has the potential to flare up.
One principal suggests you "deal with the complaint at the lowest level possible. An escalated complaint is like a hurricane; the more emotional the heat, the more ferocious it becomes."
Is it a complaint?
It is not always obvious when someone is making a complaint, so be alert to the possibility. Ask, “Are you making a complaint?” Find out whether they have seen your school's complaints policy. Make a note of the response you receive.
Complaints can be made in the form of softly presented expressions of concern about something or someone. These can often be missed by busy principals and grow in seriousness. If this happens, a complainant could justifiably say, “I asked you to do something about this 6 months ago!” However, you don’t want to be over-reactive, so seeking clarification at an early stage is important.
If it seems tricky, don’t hope it will just go away. It won’t.
Involving the board
If the complaint is made to you, use your judgment. Try to achieve resolution at the lowest level possible. Don’t involve the board unless you feel you are going to need help.
If you think things might escalate, advise the board chair of the measures you’re taking so that he/she will not suddenly be surprised by what has become a major concern. You may also need to alert the school’s insurer if the complaint is "high level" - for example, if it could become a personal grievance case.
If a complaint is addressed to the board, it must go to the board. When a complaint is made to the board, it’s not your decision. You will play whatever role the board requires of you. For example, you might be asked to gather and pass on the evidence. If you collect and present the evidence, natural justice says you should not be involved in any judgment – let the board make the decision.
If the complaint is about you, the board must handle it without your involvement, but with your knowledge.
Being prepared
Check your school policy
You need a process ready to follow that follows the principles of natural justice and is respectful.
If you're new to the school, check whether there's a policy for dealing with complaints and when it was last reviewed – every three years is an ideal goal. If there is no policy, develop one with your board of trustees.
When checking your policy, ask:
Does it conform to best practice and is it open to legal scrutiny?
Has the board of trustees ratified the policy?
Does it include a flowchart of the process which is easy to follow?
Is it inclusive? Does it reflect our community?
Is it available in the languages used in our community?
Have we given copies to parents or whānau?
Is it easy to find on our school website?
Check employment agreements and rules
Be familiar with the requirements and processes set out in the employment agreements of teachers and other staff members. Know what you must report to the Education Council and how to do that.
Collective agreements - Ministry of Education
Making a mandatory report – Education Council
Seek advice
If in doubt always seek advice. Contact the NZSTA advisory service or your sector representative group. They are always there to provide advice and guidance and it's better to talk with them than to try and handle things on your own, especially if you are inexperienced or unsure in the particular situation.