Residential Program Child Grievance Process
I. Purpose
The Maryland School for the Deaf (MSD) established this procedure to encourage the collaborative resolution of concerns expressed by parents/guardians or members of the school community whenever possible.
II. Background
The provision of high-quality residential programs, activities, and services for the students of MSD is best achieved by all parties working together. It is strongly encouraged for parents/guardians to direct their questions and concerns to the residential child and youth care practitioner most immediately in a position to assist and seek resolution through a process of dialogue and cooperative problem-solving among affected parties.
III. Definitions
A. Concern — a matter of interest or importance that a parent/guardian feels is not being addressed satisfactorily.
B. Complaint — is a concern that has been elevated to a formal grievance process.
C. Complainant — an individual who submits a complaint after trying to resolve a concern with the appropriate staff.
D. Meeting — a conference with the Complainant and the appropriate staff/administrator. A meeting may take place in person, virtually, or via phone at the agreement of the parties.
IV. Procedures
Informal Process (Supervisor)
1. Concerns or other issues specifically should first be addressed to the supervisor to seek information or resolution to the concern.
a. The supervisor will provide an initial/preliminary response to the parent/guardian within 48 hours and provide a response/decision or an explanation for additional time needed to investigate within a maximum of ten (10) business days.
b. The supervisor should make and retain a record of communication and efforts made to resolve the issue or concern.
Formal Process (Director of Student Life)
1. Parents/guardians who are not satisfied with a resolution proposed by the supervisor during the informal process may address the complaint through the formal grievance process.
a. Complete Part I of the Formal Concern/Complaint Form, outlining specific concerns, and submit it to the Director of Student Life. The Director of Student Life will schedule a meeting with the parent/guardian within three (3) calendar days.
NOTE: A parent/guardian may request assistance from a staff member to complete the Formal Concern/Complaint form if needed.
b. The Director of Student Life will complete Part II of the Formal Concern/Complaint Form to document areas of agreement and identify steps to address any unresolved issues and will send the response to the parent/guardian within 10 calendar days.
c. If a concern cannot be resolved reasonably within 10 calendar days, the Director of Student Life may extend the time for up to 10 additional calendar days and will notify the parent/guardian in writing.
Appeal (Dean of Student Affairs/Chief Educational Programs Officer)
1. If the issue is not resolved to the parent/guardian's satisfaction, or if it directly involves the Director of Student Life, the parent/guardian may appeal in writing to the Dean of Student Affairs/Chief Educational Programs Officer within three (3) calendar days of the decision.
a. The Dean of Student Affairs/Chief Educational Programs Officer will obtain all applicable documentation from the Director of Student Life. Parents/guardians may also submit applicable documentation.
b. After reviewing the documentation, the Dean of Student Affairs/Chief Educational Programs Officer will confer with the designated staff involved and other appropriate individuals and will document any decisions or agreements and respond in writing to the parent/guardian within 10 calendar days. Additional time to render the appeal decision is allowed for good cause, but not to exceed 20 calendar days. The decision of the Dean of Student Affairs/Chief Educational Programs Officer is final.
Retaliation
Any act of retaliation is strictly prohibited in the complaint grievance process. If a parent/guardian believes they or their child is experiencing retaliation, please document the incidents and contact the Office of Compliance at [email protected].
V. Monitoring and Compliance
A. The Director of Student Life shall document all grievances and communicate corrective actions to the following:
a. Parent/guardian
b. Dean of Student Affairs/Chief Educational Programs Officer
c. Licensing agency
B. The Director of Student Life will post in a centralized location the name and telephone number of the licensing agency and child protective services contact persons.
VI. Attachment
Formal Concern/Complaint Form
ADMINISTRATIVE PROCEDURE HISTORY
- Adopted: February 6, 2025