The following procedures are established to ensure that a citizen's complaint is given respectful attention and that the integrity of the educational program is upheld. "Complaint" in this regulation will be restricted in meaning to that criticism of particular school employees by a citizen of the Agawam School System which includes or implies a demand for action by school authorities. Other comments and suggestions will be referred informally to affected personnel.

1. If a complaint comes first to the person against whom it is directed, he will listen courteously and may try to resolve the difficulty by explaining the background and educational purpose involved. If the complaint remains unsatisfied, the employee will refer him/her to the building principal or other immediate supervisor to have his/her views considered further. Whether the complaint terminates with the individual staff member involved or seems likely to go further, the staff member will immediately inform his/her supervisor of the complaint.

2. If a complaint comes first to the principal or other supervisor of the person criticized, he should listen courteously or acknowledge a letter promptly and politely, but should make no commitments, admissions of guilt, or threats. If the complaint involves a particular employee, the supervisor should suggest a conference between the complainant and the person criticized and should inform that person immediately of the complaint.

If the complainant has already met with the person criticized and remains unsatisfied, the supervisor should invite the complainant to file his/her complaint in writing and offer to send him/her the appropriate form regarding a school employee's behavior, character or qualifications.

3. If a complaint comes first to any other school employee, that employee will refer the complainant to the person criticized or his/her immediate supervisor and immediately inform both.

4. No further action on the complaint should be taken unless the complainant submits the complaint in writing.

5. When a written complaint form is received, the principal or other supervisor will schedule a conference with himself/herself, the complainant, the person criticized, and if advisable, the department chairperson or other personnel that either the supervision or the person criticized feels could contribute resolution of the problem.

6. If the complainant is not satisfied with the results of the conference above, he should then be referred to the Deputy Superintendent, who may handle the complaint personally or refer it to other personnel, as he may see fit.

Agawam Public Schools 1 of 2

File: KEB-1

7. Should dissatisfaction remain after the above steps have been taken, the matter will be placed on the agenda for the next regularly scheduled committee meeting. The decision of the committee will be communicated in writing to all interested persons.

LEGAL REF.: 603 CMR 26.09 and 26.10

Agawam Public Schools 2 of 2