1. Rebecca Ramirez, J.D., M.H.A. Associate Director for Operations October 10, 2009

2.  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.

3.  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.

4. 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.

5.  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.

6.  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

7.  34 th Street Building in Lubbock – 762-8815  Agency website – www.spcaa.orgwww.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.

8.  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.

9.  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!