Complaints Procedures
Mediation Philosophy
The goal of the International Baccalaureate Diploma Program is to foster understanding and respect, and the IB mission statement reminds us that "other people, with their differences, can also be right." At JCHS, we enact this mission by fostering positive social, collaboration, and communication skills; we also acknowledge that within any group of people, there will be differences of perspectives, emotions, and opinions that may be challenging. Accordingly, JCHS families involved in the IB Diploma Program, as course or diploma candidates, have a right to provide feedback and address concerns through safe and effective procedures.
Our safe and effective feedback procedures include both formal and informal interactions with staff members. During communication with students and guardians, staff members are expected to respond by the end of the following school day. Staff members should maintain a student's privacy where possible, and staff members must not take action against anyone who makes a reasonable complaint.
If any of our students or guardians have concerns or questions, we ask that they first attempt to address issues informally and directly with relevant faculty members. Many concerns stem from misunderstandings rather than poor intentions, and we believe that these initial conversations will help students develop interpersonal skills and problem-solving skills as they learn to self-advocate. If your complaint is not resolved it may be necessary to make a formal complaint in writing.
Informal mediation expectations for students, guardians, and staff:
Communicate openly via emails, phone calls, in person meetings, or online meetings
Speak directly to the person responsible
Maintain a courteous manner
Outline the nature of the complaint
Seek advice from the IB counselor when appropriate
Ask the IB coordinator to serve as an intermediary when appropriate
Avoid hurtful public comments
Focus on solving problems and resolving issues
Formal mediation procedures:
Our formal complaint procedure is for students and guardians directly involved in the JCHS IB Diploma Program. It covers local program-related issues. For issues with the International Baccalaureate Organization, please contact the IBO directly.
Students or guardians should complete the formal complaint form and send it to the IB administrator.
The IB administrator should acknowledge the complaint and provide a timeline for investigating the issue by the end of the following school day.
The IB administrator will work with the principal to oversee an investigation into the issue. The investigation may include phone calls and meetings with relevant parties throughout the process. The IB administrator will document all contact with students and guardians.
The IB administrator should work to resolve the issue within 10 school days. If that timeline needs to be extended, the IB administrator will notify students or guardians.
After concluding the investigation, the IB administrator will share any administrative decisions over the phone or in person. Afterwards, the IB administrator will provide a written summary by email.
Students or guardians may request to re-open the investigation, but JCHS administration reserves the right to accept the original resolution as final.
Last updated: September 27, 2023 (IB Faculty Meeting)