GUIDANCE FOR PARENTS
WITH QUESTIONS AND CONCERNS
INTRODUCTION: From time to time, you may have questions or concerns about what your child experiences at school. This guidance note aims to generally inform parents about how to resolve concerns and get the answers you need.
1.1 A parent/guardian who wishes to make a complaint should, unless there are local
arrangements to the contrary, approach the class Teacher with a view to resolving the
1.2 Where the parent/guardian is unable to resolve the complaint with the class teacher she/he
should approach the Principal or Assistant Principal with a view to resolving it.
2.1 If the complaint is still unresolved the parent/guardian should raise the matter with the
school’s Executive Director with a view to resolving it.
2.2 If the complaint is still unresolved and the parent/guardian wishes to pursue the matter
further she/he should contact the Charter Board President in writing.
3.1 If your concern is not resolved at the school, the CEO Ombudsman can help. (The ombudsman can also assist with concerns about district policies, curriculum, or other districtwide issues.) Here are the steps to follow:
Call the district office (443-984-2020) to say that you would like to make a complaint or express a concern. You will receive a reference number that you should keep to track the resolution of your complaint or concern.
You should be contacted within 48 hours. If that does not occur, please call back to 443-984-2020, give your reference number, and ask to be connected with the CEO Ombudsman.
The CEO Ombudsman will initiate a review and work with the school and appropriate district offices as needed to help resolve the issue. This may involve mediation.
If mediation is unsuccessful or the matter remains unresolved, the CEO Ombudsman will make a decision.
If the issue is still unresolved, the complaint may be elevated to the CEO, the Board of School Commissioners, and the Maryland State Department of Education (in that order).