Episode 17: Dealing with complaints and employment issues

As the leader of a kura, you'll most often be the one who receives and has to deal with complaints. You may also have to handle employment issues from time to time, maybe even your own. In this episode, we talk about how to handle them.

 

My guests are:

• Patrick Ikiua, Director of Professional Practice for Te Whakarōputanga Kaitiaki Kura o Aotearoa (New Zealand School Boards Association)
• Marama Stewart, Leadership Advisor, Māori - Ministry of Education
• Louise Green, Principal Support Officer, NZEI Te Riu Roa

 

This podcast was produced for the Ministry of Education as part of Te Ara Tīmatanga mō ngā Tumuaki - The Beginning Pathway for Principals.

 

You can learn more about this topic by accessing Te Ara Tīmatanga mō ngā Tumuaki - The Beginning Pathway for Principals e-learning modules on the Education LMS: https://training.education.govt.nz

 

Show notes

Episode themes:

• Complaints policies
• Concern vs complaint
• Importance of following up complaints
• Common complaints
• Handling complaints against tumuaki
• Personal grievances
• Dealing with complaints against teachers, including misconduct
• Employment relationship issues happen – don’t panic.

 

Additional information

Managing complaints https://www.education.govt.nz/school/managing-and-supporting-students/student-behaviour-help-and-guidance/stand-downs-suspensions-exclusions-and-expulsions-guidelines-part-2/section-3-actions-of-last-resort/managing-complaints/

Dealing with complaints https://www.educationalleaders.govt.nz/Managing-your-school/Guides-for-managing-your-school/Dealing-with-complaints

Concerns and complaints (NZSBA) https://www.nzstaresourcecentre.org.nz/?aId=ka0GB000000pcNOYAY

NZEI https://www.nzeiteriuroa.org.nz

SPANZ https://www.spanz.school.nz

NZSBA https://www.tewhakaroputanga.org.nz/

 

Questions

 

00:45 [Patrick] Why is it important for schools to have a good complaints policy? 

 

2:23 [Mārama, Louise] Where is the line between someone raising a concern and that becoming a complaint? 

 

4:41 [All] What kinds of complaints are most common in your experience?

 

8:57 [Patrick, Louise] If a complaint is received against a tumuaki, where do they go for help?

 

11:35 [All] What is the process if a staff member makes a complaint or lodges a personal grievance?

 

14:20 [All] And if someone makes a complaint about a teacher, what should a tumuaki do?

 

15:35 [All] And what should a tumuaki do if they're dealing with an allegation of misconduct? 

 

18:31 [Louise] At which point would a school employee approach NZEI or another union for help?

 

19:48 [Mārama] What kinds of things, if anything, can a principal do to avoid employment relationship issues? 

 

21:18 [All] What are your best tips for handling complaints and employment issues?