7.2.58-C19: Responding to Family Issues and Concerns

Purpose

The purpose of Responding to Family Issues and Concerns policy 7.2.58-C19 is to provide a transparent process for Primary Contacts, LEF and C&F Employees to use when Primary Contacts bring forward issues/concerns.

Primary Contacts are encouraged to take an active role in LEF’s Child Care Centres and regularly discuss what their child(ren) are experiencing in the child care program.

As outlined by LEF’s Program Statement 7.2.33, LEF supports positive and responsive interactions among the children, Primary Contacts and C&F Employees, and foster the engagement of and ongoing communication with Primary Contacts about the program and their children.

All issues and concerns raised by Primary Contacts are taken seriously by LEF.  Every effort will be made to address and resolve issues and concerns to the satisfaction of all parties and as quickly as possible.

Regular Communication between Primary Contacts and LEF

C&F Employees will provide regular communication regarding the program and learning experiences available to each child. C&F Employees may also contact Primary Contacts by phone or email to share specific information related to the child.

Due to COVID-19, C&F Employees will not be able to engage in face-to-face interactions or conversations with Primary Contacts.

In case of a positive case of COVID-19 in the Child Care Centre, Toronto Public Health will provide advice about information that should be shared with other staff and families.

Primary Contacts will be oriented to Policy 7-C19 and given a copy.

Raising and Responding to Issues and Concerns

Bringing Forward Issue or Concern

Issues and concerns may be brought forward via phone call or email.

LEF’s Response Process

  • An initial response to an issue or concern will be provided to Primary Contact within one (1) to two (2) business day(s).
  • Responses and outcomes will be provided by phone, or in email upon request.
  • The person who raised the issue or concern will be kept informed throughout the resolution process.
  • Investigations of issues and concerns will be fair, impartial and respectful to parties involved.
  • The level of detail provided to the Primary Contact will respect and maintain the confidentiality of all parties involved.

For requirements regarding documentation and record keeping, please refer to the table below.

Expected Conduct

LEF’s Child Care Centres maintain high standards for positive interaction, communication and role-modeling for children.

If at any point a Primary Contact raising an issue or concern, or a C&F Employee feels uncomfortable, threatened, abused or belittled, they may immediately end the conversation and report the situation to the Supervisor and/or Senior Manager.

Harassment and discrimination will not be tolerated from any party.

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 Primary Contact expresses concerns that a child is being abused or neglected, the Primary Contact will be advised to directly contact the Toronto Children’s Aid Society or the Catholic Children’s Aid Society of Toronto (CAS’s).

Persons who become aware of such concerns are also responsible for reporting this information to CAS’s as per the “Duty to Report” requirement under the Child and Family Services Act.  Further guidance may be found in Child Abuse Policy and Procedure 7.2.05 and Suspected Child Abuse Reporting Form 7.2.05-1.

 

Procedures for Common Issues and Concerns

Nature of Issue or Concern

Steps for Primary Contact to Report Issue or Concern

Steps for C&F Employees in Responding to Issue or Concern:

Program Room-Related

E.g.: schedule, sleep arrangements, toilet training, indoor/outdoor program activities, feeding arrangements, etc.

Raise the issue or concern to

- the classroom staff directly

or

- the Supervisor

  • Address the issue/concern at the time it is raised

or

  • arrange for a meeting with the Primary Contact within 1-2 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 Primary Contact 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 business days or as soon as reasonably possible thereafter. Document reasons for delays in writing.

Provide a resolution or outcome to the Primary Contact(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 Supervisor

Staff, Primary Contact, Supervisor, and/or LEF Related

Raise the issue or concern to

- the individual directly

or

- the Supervisor.

All issues or concerns about the conduct of staff, Primary Contact, etc. that puts a child’s health, safety and well-being at risk should be reported to the Supervisor as soon as Primary Contact become aware of the situation.

.

Escalation of Issues or Concerns

Where Primary Contacts are not satisfied with the response or outcome of an issue or concern, they may escalate the issue or concern verbally or in writing to the Senior Manager or the Senior Director of Children and Families.

Issues or concerns related to compliance with the requirements set out in the CCEYA and Ontario Regulation 137/15 should be reported to the Ministry of Education’s Child Care Quality Assurance and Licensing Branch by the Senior Manager.

Issues and 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) where appropriate.

Contact Information:

The Learning Enrichment Foundation (416) 760-2550.

See Supervisor for a detailed list of additional contact information.

Confidentiality

Every issue and concern will be treated confidentially and every effort will be made to protect the privacy Primary Contacts, children, staff, 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, Toronto Public Health, or a Children’s Aid Society).  

Review and Signature

Responding to Family Issues and Concerns Policy 7.2.58-C19 must be reviewed and signed at least annually by all C&F Employees.

7.2.58-C19:  Responding to Family Issues and Concerns

Effective Date: July 2, 2020

Revised:            

Prepared and Approved by Executive Director