To ensure immediate child safety, proper medical response, clear documentation, and calm, professional communication when a child sustains a head injury and a parent is emotionally upset.

SITUATION

A child sustains a head injury (bump, fall, collision), and the parent becomes upset, fearful, or angry upon notification or at pick-up.

Head injuries are high-emotion incidents due to fear of unseen or delayed symptoms.

CORE PRINCIPLES

  • Child safety is the top priority

  • Follow health and emergency protocols without delay

  • Observe and document objectively

  • Communicate clearly and calmly

  • Never minimize a head injury

  • Escalate emotional conversations to leadership

STEP-BY-STEP PROCEDURE

STEP 1: Immediate Child Care Response

Teacher Responsibilities

  • Stop the activity immediately

  • Stay calm and reassure the child

  • Check for:

    • Loss of consciousness

    • Vomiting

    • Excessive swelling or bleeding

    • Lethargy or confusion

    • Unequal pupils

  • Apply first aid per policy (cold compress if appropriate)

  • Keep the child under close observation

  • Do not allow the child to sleep unless cleared by administration or medical professionals

STEP 2: Determine Medical Escalation

Administration Responsibilities

  • Call 911 immediately if:

    • Child lost consciousness

    • Child vomits

    • Child shows disorientation, slurred speech, or worsening symptoms

  • Follow emergency contact procedures if EMS is activated

STEP 3: Notify Administration Immediately

Teachers must notify the Director or Assistant Director as soon as the injury occurs and report:

  • Time and location

  • How the injury happened (facts only)

  • Symptoms observed

  • First aid provided

STEP 4: Parent Notification

Who Communicates: Director or designated administrator
When: As soon as possible after assessment

Approved Language:
“I’m calling to let you know your child experienced a head injury today. They were assessed immediately, first aid was provided, and they are being closely monitored. I want to walk you through exactly what happened and what we’re observing.”

Important Notes:

  • Use calm, factual language

  • Do not speculate or diagnose

  • Do not delay notification

STEP 5: Documentation

Director or Assigned Staff

  • Complete an Incident Report the same day

  • Include:

    • Objective description of the incident

    • Observations and symptoms

    • Actions taken

    • Time of parent notification

  • No opinions, blame, or assumptions

EMOTIONAL RESPONSE: PARENT IS UPSET

STEP 6: De-Escalation Protocol

If a parent is upset, emotional, or angry:

Staff SOP

  • Remain calm and professional

  • Do not interrupt or argue

  • Validate feelings without assigning blame

  • Move the conversation to a private space

Approved Language:
“I can see how scary this feels. Let’s step somewhere private so we can talk and make sure all your questions are answered.”

STEP 7: What Staff Must NOT Say

  • “It’s just a bump.”

  • “This happens all the time.”

  • “They’re fine.”

  • “Licensing allows this.”

  • Anything that minimizes the injury or the parent’s fear

STEP 8: Director-Led Conversation

Director Responsibilities

  • Review the incident factually

  • Explain supervision and response steps

  • Share monitoring and follow-up plan

  • Provide written documentation

  • Encourage medical follow-up if appropriate

Approved Language:
“We take head injuries very seriously. I want to explain what we observed, what steps we took immediately, and how we’ll continue monitoring your child.”

STEP 9: Follow-Up Care

  • Continue observation per health policy

  • Notify parent immediately if symptoms change

  • Document follow-up checks

  • Provide staff reminders or coaching if needed

WHAT STAFF MUST NEVER DO

  • Minimize a head injury

  • Diagnose or give medical advice

  • Delay notifying administration or parents

  • Argue with an emotional parent

  • Discuss the incident with others

WHY THIS SOP MATTERS

  • Protects child health and safety

  • Builds parent trust during high-fear moments

  • Reduces liability and risk

  • Ensures consistent staff response

  • Supports calm leadership under pressure