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Parent Services
Complaint Resolution Process
Overview
The primary functions of Parent Services are to:
| • | Acknowledge, investigate and provide expedited service to parents in resolving concerns and complaints. |
| • | Receive, respond to, refer and monitor inquiries and correspondence within three (3) business days. |
| • | Manage district-level special education compliance complaints, as well as formal complaints against employees. |
| • | Inform parents of their rights under district policy, administrative procedures, and the education code. |
| • | Investigate and respond to grade change requests. |
 Printer-friendly General Complaint Resolution Process: English
| Spanish
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We encourage families and staff to resolve problems collaboratively. Teamwork, and getting conflicts resolved in a timely manner, is very important to your child's education. Should you have a problem at your child's school, follow the steps outlined below. It is very important to include your child's teacher in this process and document all contacts you have with personnel. You may wish to use the Parent Note Sheet.
- Always start with the person with whom you have a concern. You may also contact your child's school counselor if you need guidance on how to do so.
- If the problem or conflict is unresolved, it is essential that the school principal be included in the process of
resolving your concern. (For investigation, complaints filed with the Office of the Area Superintendent,
will indicate that the principal is aware of your concern and dates that you have discussed with the principal.)
- If the issue cannot be resolved at the school site with the principal, you will be referred to address your concern or conflict with your school site’s Area Superintendent. Please refer to the following link for the Parent Services Office located in your area: Area Superintendents
If the issue is unresolved after speaking with the school principal, you should call your Area Superintendent where your concern will be logged on the date it is received, creating a permanent record of it. At that point, the Parent Services Specialist will take your information and outline the concern in writing. The Parent Services Specialist will return your call to discuss your issue and to work with you to develop a resolution. Our expectation is that callers will be contacted by telephone within three (3) working days of their original call.
Walk-in Inquiries
Parents are encouraged to direct all inquires to the office of the Area Superintendent for their child’s school.
The Parent, Community and Student Engagement Office will assist you at the Eugene Brucker Education Center by facilitating contact with the appropriate Area Superintendent and/or taking other actions as necessary to resolve your concern.
Written Correspondence
If you feel that your issue or concern has not been addressed or resolved by telephone, you may write to your Area Superintendent.
Responses are provideded in writing, and are typically completed within ten working days.
Decisions are made based on:
- Law (California Education Code)
- Board of Education Policy
- District Administrative Procedures.
Complaints Against an Employee
Parents and guardians of pupils enrolled in the district may present complaints regarding school district employees. Complaint forms are available upon request at your Area Superintendent’s Office, and provide parents and guardians with an opportunity to resolve concerns at the earliest possible stage.
Remember to keep a copy of all correspondence for your records.
- Your complaint will be logged on the day it is received in your Area Superintendent's Office. Whenever possible,
the Area Superintendent or designated Parent Services Specialist will complete an investigation and resolution of the
formal complaint within thirty school days, from that date. For an update on the status of a complaint,
you or the respondent may call your Area Superintendent's Office.
- Along with the school principal, the school staff member who is the subject of your complaint (Respondent)
will receive a copy of it. At that point, your Area Superintendent will attempt to develop an informal resolution by
telephone. If unsuccessful, the respondent will be given the opportunity to respond in writing. After reviewing
pertinent information, your Area Superintendent will issue findings on the matter through written correspondence
addressed to the complainant, with copies distributed to the respondent and principal.
- After reviewing the complaint and other pertinent information, a complaint may be sent to the General Counsel at the discretion of the Area Superintendent. If warranted, the General Counsel will submit the complaint to the Board of Education for their review.
Special Education Inquiries and Complaints
If your concern is related to special education services and you have been unable to resolve the matter using the steps above or at an Individual Education Plan (IEP) meeting, you may submit a Special Education Compliance Form in English
or Spanish .
The processing or investigation of special education complaints filed in the Special Education Ombudspersons office
will be delayed, or entirely deferred, if we receive notification that a state level complaint has been filed on the
same matter.Once received, the special education compliance complaint will be processed in the same way as other formal complaints. After investigation, you will be notified in writing no later than 30 school days after receipt of the complaint, of any necessary steps to correct the situation.
Grade Change Requests
If your concern is about a grade on a student's report, you may submit a Grade Change Request form in English
. It will be processed according to State law and district procedure.
Forms
| • | Special Education Compliance Complaint: English
| Spanish
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| • | Grade Change Request: English |
Frequently Asked Questions (FAQ)
What is the difference between a policy and a procedure?
The Board of Education sets district policy through the approval of board reports at public meetings during the year. Policies are general statements of direction to district staff. The Superintendent is responsible for the development of Administrative Procedures to implement Board of Education Policy. Administrative Procedures provide specific details to staff on how to conduct business in a way consistent with federal and state law, and Board of Education Policy.
Related Resources
| • | Area Superintendents | ||
| • | Fact Sheets:
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| • | Policies and Procedures | ||
| • | Student Discipline Policies |
Contact Information
| Topic | Contact | Phone |
| Special Education Issues (Special Education Ombudspersons) |
Lora Keller lkeller@sandi.net |
(619) 725-8186 |
| Richard Miller rmiller3@sandi.net |
(619) 725-8187 | |
| Area 1 Parent Inquiries & Concerns | Sally Steadman ssteadman@sandi.net |
(619) 523-1045 Ext. 3054 |
| Area 2 Parent Inquiries & Concerns | Michele Hentz mhentz@sandi.net |
(619) 266-9313 |
| Area 3 Parent Inquiries & Concerns | Dolores Corrao Marin
dcorrao@sandi.net |
(858) 627-7459 |
| Area 4 Parent Inquiries & Concerns | Grace Gutierrez
ggutierrez@sandi.net |
(619) 264-1238 |
| Area 5 Parent Inquiries & Concerns | Albert Servin aservin@sandi.net |
(619) 525-2017 |
| High School Parent Inquiries & Concerns | Nina Mispagel nmispagel@sandi.net |
(619) 725-7237 Ext. 7227 |
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San Diego Unified School District • Eugene Brucker Education Center • 4100 Normal St.• San Diego • CA • 92103 • (619) 725-8000
