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Parental Complaints – the art of the possible
March 21 @ 9:30 am - 12:00 pm
Time: 9.30am – 12.00pm
Virtual course. Please note that this course will NOT be recorded.
Fees
Member – £99
Non-Member – £149
Facilitator – Malachy Edwards
This course will provide you with the tools and tips to manage parental complaints as effectively as you can and will cover the following:
- The scope of your complaints procedure
- Roles and responsibilities
- The ‘complaint’
- Campaigns and persistent complainants
- Persistent correspondents
- Unreasonable complaints
- Anonymous complaints
- Complaints received outside term-time
- Recording of meetings
- When to stop responding
- Complainants and social media
- Dealing with abusive visitors
- Prevention strategies
- Building effective home-school partnerships
What are people saying about this course?
“Very good. (The course) gave me confidence that we are on the right track.” – Delegate, 2023 “Very informative and reassuring.” – Neil, Head Teacher, 2023 “You have really upskilled me, thank you.” – Delegate, 2023 “Very useful and reassuring, thank you,” – Nicky, Head Teacher, 2023 “Very useful. Made me think about this in a different way.” – Cathy, Head Teacher, 2023 “Really useful, I can use it straight away” – Delegate, 2023Audience
Head teachers, Deputy head teachers, Assistant head teachers, SBLs and Middle Leaders and others in any capacity and / or with responsibility for working with parents and carers.
Aims
- By the end of the session, you will be:
- Prepared to adjust your complaints procedure
- Clearer about your role
- More able to qualify the complaint
- Better equipped to handle ‘difficult’ complaints and complainants
- Clear about procedural diversions
- More confident to take action
Objectives
You will have the confidence to do the following:
- Change your complaints procedure
- Train relevant staff in the new procedure
- Publicise your new procedure on the school’s website and let parents know
- Integrate the building of home-school partnerships into your school’s strategy and plans [INSET days, school improvement plans, Ofsted-ready preparations]
Facilitator
Malachy Edwards
Malachy Edwards is a Specialist Adviser at NAHT, he holds legal qualifications and has just over 10 years of experience working for the Union in a variety of advice and representation roles.
Malachy provides school leaders with high quality professional and specialist advice, assistance, and guidance on a range of educational management issues including law, employment law and conditions of service.
Malachy also has governing body experience and served as Chair of Governors for a local primary school.