Rebecca Ramirez, J.D., M.H.A.

Associate Director for Operations

October 10, 2009

Performance Standards 1304.51 – Management Systems and Procedures

SPCAA Policy and Procedures

Head Start and Early Head Start strive to provide appropriate program services. Occasionally, there is a disagreement or misunderstandings between agency program employees and parents of enrolled children or other community members.

To establish and maintain procedures for working with parents and community members

To resolve community and parent complaints, problems or concerns about the program.

Parents and community members are encouraged to follow this guidance to address their needs.

Can’t we just all get along…

Parents or community members with problems, concerns, or complaints are encouraged to ask someone for help and have them act as an advocate.

To support the parent or community member,

To guide the parent or community member,

While encouraging the parent or community member to speak for themselves.

Generally solves problems Directly with individual whom has the

most direct responsibility Others who are available to address

problems, concerns, or complaints include: Supervisors The site manager or Center Director Team Leaders or Content Managers Associate Directors Program Director SPCAA Compliance Officer SPCAA Executive Director

34th Street Building in Lubbock – 762-8815

Agency website – www.spcaa.org If a concern relates to a childcare

licensing issue, anyone may contact the nearest Child Care Licensing office within the Texas Department of Family and Protective Services.

If a concern is related to suspected child abuse or neglect, anyone may contact the Texas Department of Family and Protective Services at 1-800-252-5400.

Not all information can be shared with everyone… Confidentiality, legal, privacy, and ethical

concerns dictate what information can be discussed and released.

Head Start and Early Head Start employees are to follow the policies and procedures found in the SPCAA Personnel Policies.

Partner agencies and their personnel, Policy Council and Board members are asked to follow the guidance in the partnership agreement, by-laws, or other applicable federal or state laws.

It is the goal of the program staff to address matters in an efficient, thorough, and appropriate manner to resolve any problem, concern, or complaint.

Please refer any parent or community member to program staff immediately to ensure a prompt response.

REMEMBER: WE ARE HERE TO HELP!