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Problem Resolution Procedure

1. Purpose

The purpose of this procedure is to ensure that workplace issues are addressed promptly, professionally, and constructively. This process supports a respectful work environment, protects children and staff, and promotes accountability, clarity, and continuous improvement.

2. Scope

This procedure applies to all employees, administrators, substitutes, volunteers, interns, and contractors of the Institution. It covers concerns related to performance, conduct, communication, safety, compliance, and workplace relationships.

3. Guiding Principles

  • Problems are addressed based on facts and observations, not assumptions or emotions

  • Issues are handled at the lowest appropriate level whenever possible

  • Confidentiality and professionalism are maintained at all times

  • Resolution focuses on solutions, learning, and accountability, not blame

4. Problem Resolution Steps

Step 1: Identify the Issue

The concern must be identified clearly and objectively, focusing on:

  • What was observed

  • When and where it occurred

  • Which policy, SOP, or expectation may be involved

Personal opinions, gossip, or assumptions must be avoided.

Step 2: Determine the Appropriate Channel

Concerns must be directed to the appropriate authority:

  • Classroom or performance-related issues → Immediate Supervisor or Director

  • Policy, compliance, or operational concerns → Director or Administration

  • Serious safety, ethical, or licensing concerns → Director or Ownership

Concerns must not be discussed with uninvolved staff members.

Step 3: Initial Discussion

The supervisor or director will meet privately with the involved employee(s) to:

  • Review the concern using observable facts

  • Reference the applicable SOP, policy, or expectation

  • Allow the employee to share their perspective

The goal at this stage is clarification and alignment—not discipline.

Step 4: Resolution Plan

If corrective action is required, a clear resolution plan is established, which may include:

  • Coaching or retraining

  • Clarification of expectations

  • Targeted observation and follow-up

  • Defined timelines for improvement

All expectations must be specific, measurable, and documented when appropriate.

Step 5: Documentation

Documentation will be completed when required to:

  • Objectively record the concern

  • Outline the agreed-upon resolution plan

  • Protect the employee, leadership, and the Institution

Documentation is a tool for accountability and clarity—not punishment.

Step 6: Follow-Up and Verification

Leadership will conduct follow-up check-ins or observations to:

  • Verify implementation of expectations

  • Provide feedback and reinforcement

  • Determine whether additional support or action is necessary

Step 7: Escalation (If Necessary)

If the issue is not resolved or involves repeated non-compliance:

  • Additional corrective action may be implemented

  • The matter may be escalated to administration or ownership

  • Progressive discipline procedures may apply

5. Confidentiality and Professional Conduct

All problem resolution discussions are confidential. Retaliation, gossip, or unprofessional behavior related to a reported concern is strictly prohibited and may result in disciplinary action.

6. Institutional Commitment

The Institution is committed to resolving concerns in a fair, respectful, and consistent manner that supports professional growth, maintains high standards, and ensures a safe, positive environment for children, families, and staff.