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Standard Operating Procedure (SOP)

Social Covenant & Conflict Resolution

1. Purpose

The purpose of this SOP is to establish a shared social covenant that defines expected standards of conduct, communication, and professionalism among staff, leadership, families, and stakeholders, and to outline a clear, fair, and respectful process for resolving conflict when it arises.

This SOP supports a safe, collaborative, and values-driven workplace culture where concerns are addressed constructively and relationships are protected.

2. Scope

This SOP applies to all employees, contractors, administrators, leadership team members, and representatives of the school. It governs:

  • Interpersonal interactions between staff

  • Staff-to-leadership communication

  • Conflict involving families or external stakeholders

  • Workplace disagreements, misunderstandings, or behavioral concerns

3. Social Covenant Standards

All staff members are expected to uphold the following principles as part of the school’s social covenant:

3.1 Professional Conduct

  • Treat all individuals with respect, dignity, and professionalism.

  • Maintain appropriate boundaries in all interactions.

  • Communicate in a calm, respectful, and solution-focused manner.

3.2 Responsible Communication

  • Address concerns directly and through appropriate channels.

  • Avoid gossip, triangulation, or public criticism.

  • Refrain from inflammatory, accusatory, or disrespectful language.

3.3 Shared Accountability

  • Take ownership of actions, words, and behaviors.

  • Assume positive intent while seeking clarification when needed.

  • Commit to repairing relationships when harm or misunderstanding occurs.

Failure to uphold the social covenant may result in corrective action in accordance with the Disciplinary Procedure SOP.

4. Conflict Resolution Philosophy

The school views conflict as an opportunity for growth, clarity, and improved collaboration when handled appropriately. The goal of conflict resolution is not to assign blame, but to:

  • Restore trust and alignment

  • Resolve issues efficiently and respectfully

  • Maintain a positive and professional work environment

  • Protect children, families, and the integrity of the program

5. Conflict Resolution Procedure

Step 1: Self-Reflection

Before escalating a concern, the involved individual should:

  • Reflect on the situation objectively

  • Identify the specific issue or behavior of concern

  • Consider desired outcomes and possible resolutions

Step 2: Direct Conversation (When Appropriate)

If safe and appropriate, the individual should attempt to address the concern directly with the other party by:

  • Requesting a private, respectful conversation

  • Clearly explaining the concern using facts and observations

  • Listening actively to the other party’s perspective

  • Seeking mutual understanding or resolution

Step 3: Supervisor or Director Involvement

If the issue cannot be resolved directly, or if direct communication is not appropriate:

  • The concern must be reported to the immediate supervisor or Director

  • The report should include specific details, dates, and observed behaviors

  • The supervisor or Director will assess the situation and determine next steps

Step 4: Facilitated Resolution

The Director or designee may:

  • Facilitate a mediated conversation

  • Establish expectations, boundaries, or corrective actions

  • Develop a written action or improvement plan if needed

  • Set follow-up checkpoints to monitor progress

Step 5: Documentation

All formal conflict resolution efforts must be documented, including:

  • Nature of the conflict

  • Steps taken to resolve the issue

  • Agreements or action plans

  • Outcomes and follow-up requirements

Documentation will be maintained in accordance with personnel record policies.

6. Escalation & Serious Concerns

Certain situations require immediate escalation to the Director, including:

  • Harassment, discrimination, or retaliation

  • Threats, intimidation, or unsafe behavior

  • Breaches of confidentiality

  • Conduct that compromises child safety or school integrity

These matters may bypass initial steps and trigger formal investigation or disciplinary procedures.

7. Confidentiality

All conflict resolution discussions and documentation are confidential and will only be shared with individuals who have a legitimate need to know. Breaches of confidentiality may result in disciplinary action.

8. Non-Retaliation

Retaliation against any individual who raises a concern or participates in a conflict resolution process in good faith is strictly prohibited and will result in disciplinary action.

9. Compliance & Enforcement

Failure to adhere to this SOP or to the school’s social covenant standards may result in:

  • Verbal or written warnings

  • Performance improvement plans

  • Further disciplinary action, up to and including termination

10. Review & Updates

 

This SOP will be reviewed periodically by leadership and updated as needed to ensure alignment with organizational values, legal requirements, and best practice