Complaint Procedureand Policy (External 4/05/2017)

(Pending_Approval_02/22/2017)

The purpose of the following Complaint Policy and Procedure is to establish a process for resolving complaints in a fair and timely manner.NāWai Ola takesthe responsibility of responding to complaints seriously on all levels to assure that concerns raised by all parties involved are expeditiously addressedina transparent manner and through full resolution. The Complaint Policy and Procedure shall not be used to report any form of injury because those cases require immediate reporting and management under the school’s liability and insurance procedure and policy.

Each step below should be approached with an earnest attempt toward resolution. If resolution cannot be mutually reached, proceed to the next step.

  1. Seek resolution by discussing the complaint withthe relevant person (i.e. classroom teacher, staff on duty during time of incident, staff assuming responsibility). Teachers and Educational Assistants are available by appointment through the front office (808-968-2318) during non-instructional hours (2:30 – 3:30 pm). If for any reason your issue is not resolved in a satisfactory manner or timely fashion, or the severity of the concern warrants involving a Managing Staff member, please proceed to step 2.
  2. Seek resolution with Administration by submitting your complaint in person using the complaint form, by phone, or in writing (e-mail or written letter). The Administrative staff may delegate for investigation, mediation, and resolution.Depending on the circumstances the Administrator may proceed to step 3.
  3. Formal complaints will be recorded using a Nā Wai Ola Complaint Form. This form will be copied to the Educational Director, Business Manager, and Dean of Student Servicesandwill be delegated to the appropriate Administrator for resolution.
  4. When avenues of resolution 1 through 3 have failed or if your complaint is against NWO’s Educational Director/Principal and could not be resolved after Step 1 then notify NāWai Ola’s Governing Board by submitting the Complaint Form in the Governing Board Box located in NWO’s Admin Building or by mail to:

Na Wai Ola PCS

Attn: Governing Board

PO Box 711539

Mountain View, HI. 96771

The Board will confirm receipt of the complaint. Please allow 7 business days for confirmation.

Complaints must be filed no later than 30 calendar days from the date the incident occurred, the initial date the concern arose, or the initial date the complainant first obtained knowledge of the facts of the incident in question.