Working Together to Support Your Child

Conflict Resolution Process for School-Based Concerns

FAMILIES AND SCHOOLS ARE PARTNERS
We want to work alongside you to support your child. When a concern comes up, our goal is to listen, share information and work collaboratively with you to find helpful next steps.

This guide explains the process for resolving concerns that parents or guardians have about their own child’s experience, education or participation at school. It applies to concerns that directly affect their own child, rather than concerns about other students or broader school, community, procedure or policy matters. In most cases, concerns can be resolved through open, timely conversations involving the people closest to the situation. 

Parents or guardians and school staff may not always see a situation in the same way. That is a normal part of working together. Some concerns can be resolved quickly, while others may require ongoing planning for a child, more than one meeting or additional time for shared problem-solving. The goals of this process are to understand the concerns clearly, share information and identify next steps that support the child. 

Begin with the staff member closest to the situation 

In most cases, this will be your child’s teacher. If there is a concern with another school staff member, please connect with the principal or vice-principal. A helpful conversation may include: 

• sharing relevant information 
• addressing misunderstandings 
• asking questions and listening 
• determining next steps

KEEP YOUR CHILD AT THE CENTRE
Focus on your child’s experience, the information available to the family and school, and the actions or supports that may help. 

Speak with the principal or vice-principal  

If the actions taken do not resolve the concern, contact the principal or vice-principal to arrange a meeting. They can listen, review what occurred, gather information, bring people together when helpful, and support next steps and follow-up.   

RESOLUTION CAN TAKE TIME
Resolution may require more than one conversation. It may also take time to put a plan in place and determine whether it is addressing the concern.  

Request director of instruction support  

Most concerns are resolved at the school level. If a concern remains after the principal or vice-principal has provided support, a director of instruction may help the family and school team continue the resolution process.   

The director of instruction may review information, speak with those involved and help identify next steps to address the concern. The school will continue to play a central role in supporting the student and carrying out agreed actions.   

THE SCHOOL REMAINS CENTRAL TO SUPPORTING YOUR CHILD
District involvement is meant to support the work already happening with the school, not replace it. In most cases, the school team remains central because they know the child, the context and the possible supports. If the concern has not been raised at the school level, the director of instruction will refer you back to the school to address the matter there. 

Associate superintendent review  

If a concern remains unresolved after support from the director of instruction, it may be referred to an associate superintendent. The associate superintendent will review the concern and work with the family, school, and district staff, as needed, to ensure there is a clear understanding of the issues, the impact on the student, the actions that have been taken to resolve the concern, and the outcomes being sought. 

This is the final stage of the conflict resolution process. The associate superintendent will review the steps taken to this point, work with the family and school to resolve the matter and provide a written decision about the concerns. The decision will include the associate superintendent’s understanding of the concerns and their conclusion about whether any unresolved matters significantly affect the student’s education, health or safety. 

Only decisions that affect the education, health or safety of a student may proceed to formal appeal.  

A printable version of this information is available in the Conflict Resolution Process for School-Based Concerns [PDF].