TMSA PCS Parent / Staff Complaint and Grievance Policy - Procedure and Flowchart

Procedure for Handling Parent / Staff Complaints and Grievances

The Parent / Staff Complaint and Grievance Policy ensures that all concerns raised by
parents, guardians, students, staff and vendors are addressed in a fair, transparent, and
systematic manner. Below is a structured procedure that outlines how complaints and
grievances should be handled at different levels within TMSA Public Charter Schools.

1. Informal Complaint Resolution Process

Step 1: Direct Resolution Attempt
The complainant (parent/guardian/student/staff/vendor) should first address the
concern directly with the person involved.
This informal conversation is encouraged to resolve minor issues quickly and at
the lowest possible level.

Step 2: Escalation to Assistant Principal (If Unresolved)
If the issue is not resolved, the complainant may elevate the concern to the
Assistant Principal for further discussion and resolution.

Step 3: Escalation to School Principal
If the Assistant Principal is unable to resolve the matter, the issue should be
taken to the School Principal for a final attempt at informal resolution.

Step 4: Complaint Against a School Principal
If the complaint directly involves the School Principal, the matter should be
reported to the Central Office Grievance Committee for review.

Step 5: Central Office Grievance Committee’s Review (If Necessary)
If the issue remains unresolved at the school level, the complainant may formally
submit their complaint to the Central Office Grievance Committee within 10
school days of the last informal attempt at resolution.
The Central Office Grievance Committee will review the matter and issue a
decision within 10 school days.

2. Formal Grievance Filing Process

When to File a Formal Grievance?
A grievance should be filed when a parent, guardian, student, staff and vendor believes that a final administrative decision violates federal or state laws, regulations, SBE policies, or the TMSA Charter Agreement.

Step 1: Submitting a Formal Written Grievance
The complainant must complete the TMSA PCS Grievance Form, providing:
o Date, time, and place of the issue
o Details of previous informal resolution attempts
o Specific concerns and requested resolution

Step 2: Central Office Grievance Committee Investigation and Decision
The Central Office Grievance Committee will conduct an investigation, including
meetings with relevant parties, either virtually or in person.
A final decision will be issued within 30 school days, unless an extension is
required.

Step 3: Right to Appeal to the Board
If the Central Office Grievance Committee decision is unsatisfactory or if a
response is not received within 30 school days, the complainant may appeal
to the TMSA Board.
The appeal must be submitted within 15 school days of the Central Office
Grievance Committee’s decision.

Step 4: TMSA Board Grievance Committee Review
The Board will assign an Ad Hoc Grievance Committee to review the case.
The Committee may:
o Conduct further investigations
o Invite the complainant to a meeting
o Review documentation and previous decisions
A final decision will be issued within 15 school days of receiving the appeal,
and a written response will be provided within 5 school days.

Step 5: Final Decision
The Grievance Committee’s decision is final, and no further appeals are
permitted.

3. Compliance and Record-Keeping

TMSA will retain records of all grievances and complaints in accordance with
the DNR Records Retention and Disposition schedule.
No retaliation is permitted against any complainant, grievant, or individual
involved in the process.

Please note that this procedure is not designed to supersede or supplant federal law and parental rights under The Individuals with Disabilities Education Improvement Act of 2004 and the Family Educational Rights and Privacy Act (FERPA) as amended in 1996.