How to manage parent complaints and resolve conflict
If directors run a well-organized recreation program and provide great communication, parent complaints will be minimal. But sometimes incidents occur that are beyond the staff’s control, leading parents to complain. Whether by phone, via email, or in person, all complaints should be processed and resolved as quickly as possible. If the complaint cannot be handled immediately, follow-up should occur within a maximum of two days. Then the program director should continue following up with the parents until the issue is closed.