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. We support positive & responsive interactions among the children, parents/guardians, childcare providers, and staff and foster the engagement of and ongoing communication with parents/guardians about the program and their children. Our staff are available to have discussions with parents/guardians and support a positive experience during every interaction. All issues and concerns raised by parents/guardians are taken seriously by the staff and management and will be addressed. Every effort will be made to resolve issues and concerns to everyone’s satisfaction as quickly as possible. Issues/concerns may be brought forward verbally or in writing. The level of detail provided to the parent/guardian will respect and maintain confidentiality and every effort will be made to protect the privacy of parents/guardians, children, staff, students, and volunteers, except when information must be disclosed for legal reasons (e.g to the Ministry of Education, College of ECEs), law enforcement authorities or a Children’s Aid Society). An initial response to an issue or concern will be provided to parents/guardians within 5 business days. 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. Our Centre maintains high standards for positive interaction, communication, and role-modeling for children. Harassment & 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 supervisor and/or licensee.
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 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 as per the “Duty to Report” requirement under the Child and Family Services Act.
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Nature of Issue or Concern
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Steps for Parent and/or Guardian to Report Issue/Concern
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Steps for Staff and/or Licensee in responding to issue/concern
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Program Room Related
e.g schedule, sleep arrangement, toilet training, indoor/ outdoor programming, feeding, etc
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Raise the issue or concern to:
The classroom staff directly
OR
The Supervisor
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Address the issue/concern at the time it is raised.
OR
Arrange a meeting with the parent/guardian within 5 business days.
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General Centre or Operations Related
e.g. child care fees, hours of operation, staffing, waiting list, menu, etc
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Raise the issue or concern to:
The Supervisor
OR
The Administrator
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Document the issue/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
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Staff, Supervisor and/or Licensee Related
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Raise the issue or concern to:
The individual directly
OR
The Supervisor
OR
The Administrator
*All issues or concerns about the conduct of staff that puts a child’s health, safety and well-being at risk should be reported to the Supervisor and/or Administrator as soon as parents/guardians become aware of the situation.
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- The name of the person reporting the issue/concern
- The details of the issue/concern
- Any steps taken to resolve the issue/concern and/or information given to the parent/guardian regarding the next steps or referral.
Provide contact information for the appropriate person if the person being notified is unable to address
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Student / Volunteer Related
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Raise the issue or concern to:
The staff responsible for supervising the volunteer/student
OR
The Supervisor
*All issues or concerns about the conduct of staff that puts a child’s health, safety and well-being at risk should be reported to the Supervisor as soon as parents/guardians become aware of the situation.
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the matter.
Ensure the investigation of the issue/concern is initiated by the appropriate party within 5 business days or as soon as reasonably possible thereafter. Document reasons for delays in writing.
Provide a resolution or outcome to the parent/guardian(s) who raised the issue/concern.
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