Time: 9.30am - 12.30pm
Please note this session will not be recorded.
Fees
Member - £99
Non-Member - £149
Facilitator - Malachy Edwards
This webinar 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
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]
What are people saying about this course?
"Informative and reassuring" - Delegate 2025
"Engaging and to the point" - Delegate 2025
"informative, focussed on the current context we all face" - Delegate 2024
"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, 2023
Audience
Head teachers, deputy head teachers, assistant head teachers, school business leaders and middle leaders and others in any capacity and/or responsibilities for working with parents and carers.
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.