Performance Objective:
The program implements these procedures for managing grievances. To resolve all complaints identified by Head Start parents and/or members of the San Antonio Community in an expedient and satisfactory manner.
Operational Procedures: All issues and complaints regarding the operation and management of the Head Start Program will be resolved, through the proper chain of command, as efficiently and effectively as possible.
Members of the community-at-large have a right to submit a complaint against the Head Start Program and its staff to include key grantee management staff and Head Start contractor staff in the manner in which the Head Start program is managed. Complainants must make their intentions known by notifying the Director of Head Start at 1227 Brady Blvd. San Antonio, Texas 78207 in writing or by phone at 210-206-5500. Complaints will be immediately documented and processed.
Issues and/or complaints made by parents and/or the community that present a health and/or safety hazard to the children, staff, parents or the community, should be reported to the CoSA Head Start Director within DCI immediately via telephone at (210) 210-206-5500. Complaints will be immediately documented and processed.
Complaints not resolved satisfactorily with the Head Start Director may be directed to the Director of Community Initiatives by requesting an appointment to discuss the issues as soon as possible. An appointment will be made within five business days of notification to address the complaint.
If the grievance is still not resolved to the satisfaction of the complainant, then a request may be made to bring the grievance before the Head Start Policy Council. Request for placement on the Policy Council agenda must be done ten (10) business days prior to the next regularly scheduled meeting of the Head Start Policy Council.
Grievances still unresolved may be brought to the Quality of Life Committee (Head Start Governing Body) by submitting a request to be placed on the agenda (15) days prior to the next regularly scheduled Quality of Life Committee meeting. The Community Grievance Procedure ends with the Quality of Life Committee. The Director of the Department of Community Initiatives will not recommend, imply, or endorse any action beyond that of the Quality of Life Committee.
This policy ensures that complainants, by making a grievance known, are free of any threats, retaliation, or coerced actions as part of submitting a grievance.
Related Regulations:1301.31 a 7; 1304.50 d 2 5 Related Review Question/s:PDM1D
City of San Antonio & Bexar County HeadStart Program | Phone 210-206-5500
