Purpose
The purpose of this policy is to provide a transparent process for parents/guardians, the childcare licensee and staff/provider to use when parents/guardians bring forward issues/concerns.
Definitions
Licensee: The individual or agency licensed by the Ministry of Education responsible for the operation and management of each childcare centre it operates (i.e. the operator).
Staff/Provider: Individual employed/contracted by the licensee (e.g. program room staff).
Student/Volunteer: Individual not employed by DTMS/DCC and on a student placement or obtaining volunteer hours for academic purposes.
Policy
General
Parents/guardians are encouraged to take an active role in our childcare centre and regularly discuss what their child(ren) are experiencing with our program. As outlined by our program statement, we support positive and responsive interactions among the children, parents/guardians, childcare providers and staff, and foster engagement with parents/guardians and ongoing communication about the program and their children. Our staff are available to engage parents/guardians in conversations and support a positive experience during every interaction.
All issues and concerns raised by parents/guardians are taken seriously by DTMS/DCC and will be addressed. Every effort will be made to address and resolve issues and concerns to the satisfaction of all parties and as quickly as possible.
Issues/concerns may be brought forward verbally or in writing. Responses and outcomes will be provided verbally, or in writing upon request. The level of detail provided to the parents/guardians will respect and maintain the confidentiality of all parties involved.
An initial response to an issue or concern may be provided to parents/guardians within 2-5 business day(s). The person who raised the issue/concern will be kept informed throughout the resolution process.
Investigations of issues and concerns will be fair, impartial, and respectful to parties involved.
Parent/Guardian Issues and Concerns Flowchart
If you are concerned about your child or any aspect of service at any of our DTMS/DCC locations, please follow this procedure:
Speak directly to Room Teacher
⇓
Centre Manager (feedback form)
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DTMS/DCC Directors/Executive Director, director-admin@dtms76.ca or 416.691.1101
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DTMS/DCC Board Chair, Margaret Simmons at director-admin@dtms76.ca or 416.699.3262
⇓
Minister of Education at Ontario.ca https://www.ontario.ca/page/education-and-training
Confidentiality
Every issue and concern will be treated confidentially, and every effort will be made to protect the privacy of parents/guardians, children, staff, providers, students and volunteers, except when information must be disclosed for legal reasons (e.g. to the Ministry of Education, College of Early Childhood Educators, law enforcement authorities or a Children’s Aid Society).
Conduct
DTMS/DCC maintains high standards for positive interaction, communication and role-modeling for children. Harassment and discrimination will not be tolerated from any party.
If at any point a parent/guardian, provider or staff feels uncomfortable, threatened, abused or belittled, they may immediately end the conversation and report the situation to the Manager and/or licensee.
Concerns about the Suspected Abuse or Neglect of a Child
Everyone, including members of the public and professionals who work closely with children, is required by law to report suspected cases of child abuse or neglect.
If a parent/guardian expresses concerns that a child is being abused or neglected, the parent/guardian will be advised to contact the local Children’s Aid Society (CAS) directly. Persons who become aware of such concerns are also responsible for reporting this information to CAS as per the “Duty to Report” requirement under the Child, Youth and Family Services Act, 2017.
For more information, visit: http://www.children.gov.on.ca/htdocs/English/childrensaid/reportingabuse/index.aspx
Procedures
| Nature of Issue or Concern | Steps for Parent and/or Guardian to Report Issue/Concern: | Steps for Staff and/or Licensee in responding to issue/concern: |
| Program Room-Related E.g: schedule, sleep arrangements, toilet learning, indoor/outdoor program activities, feeding arrangements, etc.
|
Raise the issue or concern to- the classroom staff directlyor
– the manager or director |
– Address the issue/concern at the time it is raisedor- arrange for a meeting with the parent/guardian within 2-5 business days.
Document the issues/concerns in detail. Documentation should include: – the date and time the issue/concern was received; – the name of the person who received the issue/concern; – the name of the person reporting the issue/concern; – the details of the issue/concern; and – any steps taken to resolve the issue/concern and/or information given to the parent/ guardian regarding next steps or referral. Provide contact information for the appropriate person if the person being notified is unable to address the matter. Ensure the investigation of the issue/concern is initiated by the appropriate party within 2-5 business days or as soon as reasonably possible thereafter. Document reasons for delays in writing. Provide a resolution or outcome to the parent(s)/guardian(s) who raised the issue/concern. |
| General, Centre- or Operations-Related E.g: child care fees, hours of operation, staffing, waiting lists, menus, etc. | Raise the issue or concern to- the manager or director | |
| Staff, Supervisor, and/or Licensee-Related | Raise the issue or concern to- the individual directlyor
– the manager or director All issues or concerns about the conduct of staff that puts a child’s health, safety and/or well-being at risk should be reported to the manager as soon as parents/guardians become aware of the situation. |
|
| Student-/Volunteer-Related | Raise the issue or concern to- the staff responsible for supervising the student or volunteeror
– the manager and/or director All issues or concerns about the conduct of students and/or volunteers that puts a child’s health, safety and/or well-being at risk should be reported to the manager as soon as parents/guardians become aware of the situation. |
Escalation of Issues or Concerns:
Where parents/guardians are not satisfied with the response or outcome of an issue or concern, they may escalate the issue or concern in writing to the Director, Manjit Dhaliwal at director-admin@dtms76.ca; and if still unsatisfied to DTMS/DCC’s Board Chair, Margaret Simmons at director-admin@dtms76.ca
Issues/concerns related to compliance with requirements set out in the Childcare and Early Years Act, 2014 and Ontario Regulation 137/15 should be reported to the Ministry of Education’s Childcare Quality Assurance and Licensing Branch.
Current Minister of Education; General Inquiry 416-325-2929
Ministry of Education, Licensed Childcare Help Desk: 1-877-510-5333 or childcare_ontario@ontario.ca
Issues/concerns may also be reported to other relevant regulatory bodies (e.g., local public health department, police department, Ministry of Environment, Ministry of Labour, fire department, College of Early Childhood Educators, Ontario College of Teachers, College of Social Workers etc.) where appropriate.
