Parental Complaints - the art of the possible

Course Description

We will not be recording this session.

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]

Facilitator - Malachy Edwards

NAHT terms and of booking are on our website here. By making the booking you are accepting the NAHT terms, conditions and code of conduct.

BOOKING FAQs

When will I receive the event joining instructions?

The final information, including how to join the live event, will be emailed to you directly from the NAHT Professional Development team at least 5 days before and again the day before the event date. Unless you advise us otherwise, we will assume that you have received the joining instructions. A refund will not be given for non-attendance on the grounds of joining instructions not being received, it is the attendee’s responsibility to ensure they have the information before the event.

Do I need my membership number to book?

Yes. If you are booking a member place you will be required to enter the correct membership number. You can find your membership number by phoning membership on 0300 3030333 option 2.

Does the name on the booking need to match the delegate?

The names of each individual delegate must be entered during the booking process along with a unique email address for each delegate as this will be used for the confirmation, joining instructions and for sending materials after the course.

What if I am retired or don't have a workplace?

If you are retired or do not currently have a workplace, please enter your home address in the workplace field. On the drop down questions relating to phase please select other and enter either N/A or retired.

How do I contact the organiser if I have any questions?

The Professional Development team can be contacted at events@naht.org.uk or 01444 472405.

Is my booking transferrable?

Bookings may only be transferred at the discretion of the Professional Development team. Requests will need to be made in writing to events@naht.org.uk before the event. Transfers and cancellations may be subject to a charge.

Cancellation fees:

Within 31 working days - 25% charge

Within 14 working days - 50% charge

Within 7 working days - 75% charge

Within 3 working days - 100% charge

Can I update my registration information?

Any updates to your booking must be made in writing to the Professional Development team at events@naht.org.uk

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The NAHT has the right to cancel the course if insufficient bookings are received. By booking a place you are accepting NAHT's terms and conditions.