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PPS expands complaint policy as Board approves major revision
6/18/2018Portland Public Schools has refined and expanded its policy for handling complaints. The Board of Education, at its June 12 meeting, approved a revision of its complaint policy, with significant details added on procedures, types of complaints, timeframes and more.
The Board voted 7-0 to pass Resolution 5660, which makes significant changes to the complaint policy that was adopted in November 2014 and brings the district into compliance with new state directives.
“In the spirit of making PPS better, I think this is a policy that parents, if they have to use it, will find not a frustrating experience, but one that helps them move toward resolution and also makes the district better,” Board chair Julia Brim-Edwards said.
The new policy is titled “Formal Public Complaints” (it was previously called “Complaint Policy”). It spells out eight categories of complaints in areas such as instructional standards and practices; health and safety; and discrimination in education. It also establishes firm timelines, including a 90-day deadline for resolution
The policy lays out specific steps for filing a complaint. While stating that complaints should be resolved informally, if possible, through communication at the school or department level, the policy directs that a procedure be set up for filing formal complaints to the district Complaint
Coordinator, either through mail, email, or a written complaint form.The policy also provides steps for appeal, to the Superintendent, Board and the Oregon Department of Education. A provision is made for anonymous complaints.
The policy also directs that:
- Translation and interpretation be made available to complainants.
- Resources be made available to help prepare a written complaint.
- An advocate for the complainant be allowed.
- The district share with complainants as much information as possible about findings and outcomes.
The policy also establishes procedures on how complaints about the Superintendent or Board members are handled.
In the resolution, the Board directed Superintendent Guadalupe Guerrero to create and implement an administrative directive for specific processes and procedures for complaint resolution. The Board also directed the Superintendent to make a full explanation of the complaint process available at the district office and on the home page of the district website, and that it be user-friendly and accessible.
The resolution also directed the Superintendent to issue a report to the Board, at least annually, that documents the trends, emerging issues and the functioning of the procedures related to the policy.
“This is, I hope, a new way for PPS to look at complaints, to look at commentary that we get from parents, students, teachers and community members so that we can be a learning institution that learns,” said Board member Rita Moore, who worked on the policy in committee.
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