1. In the ECA Code of Ethics, name one (1) principle that guides the role of the educator in relation to responding to complaints from the stakeholders.

Name the National Quality standards that are related to dealing with complaints and grievances from stakeholders. For each identified National Quality area, provide an example of daily practice of this within a professional service.

1.1 National Quality Standard and element:

Example of daily practice within the service-EXAMPLE:

1.2 National Quality Standard and element:

Example of daily practice within the service-EXAMPLE:

2. What are the 5 components of facilitating complaints according to the guidelines set by the NSW Ombudsmen complaint management framework 2015.

3. What is the definition of Complaints according to theAustralian and New Zealand Standard: Guidelines for complaint management in organizations (AS/NZS 10002:2014)

4. In relation to Complaints Management, what is the meaning of procedural Fairness? Provide a brief explanation in the correctt words.

5. State the section of the Education and Care Services Regulation that relates to having in place a policy and procedure that responds to complaints in a fair and systematic manner.

6. State the section in the Education and Care Services Regulation that relates to make the name and contact details of the person complaints can be addressed to clearly visible within the centre.

7. State the section of the Education and Care Services Regulation that relates to services having a policy and procedure in place for governance and management of the service.

8.State the section of the Education and Care Services Regulation that relates to confidentiality in relation to complaints management and stakeholders.

9.What action should be taken once a complaint is received from a stakeholder in the following methods.

9.1 Verbal complaint:

9.2: Written complaint:

10. Who are considered the stakeholders within the Early Childhood Education and Care Sector?

11. Explain the process of effective responsiveness to a complaint from a stakeholder.

12. Write down the aspects of an effective complaints policy and procedure within a service.

13. If a complaint is made by a stakeholder, what steps should be taken to ensure that there is effective communication for resolution between the service management and each of the following stakeholders involved:

13.1 Staff:

13.2. FAMILIES:

13.3. Governing authorities:

14. Under the National Laws and Education and Care Regulation number 168, what is the responsibility of the approved provider once a complaint is received from a stakeholder?

15. What is the meaning of procedural Fairness?

16. What is the meaning of the term mediation in relation to complaints management?

17. What are some examples of types of mediation that a service can provide during conflict resolution?

18. Give three examples of external agencies and explain how each of these agencies can assist services in dealing with grievance and complaints from stakeholders:

EXAMPLE 1.External Agencies type:

EXAMPLE 1.How they can assist in Service procedure during conflict resolution:

EXAMPLE 2.External Agencies type:

EXAMPLE 2.How they can assist in Service procedure during conflict resolution:

EXAMPLE 2.External Agencies type:

EXAMPLE 2.How they can assist in Service procedure during conflict resolution:

19. When is it necessary to engage in mediation during the process of conflict resolution or complaints handling?

20. What skills would be beneficial for educators to have when dealing with complaints management strategies.

21. Name the independent national authority that works with all regulatory authorities to administer the National Quality Framework including the provision of guidance, resources and services to support the sector to improve outcomes for services and children.

22. What are some self-evaluation processes that a centre can use to determine the quality of their complaints handling processes? Give at least three (3) examples

EXAMPLE 1:

EXAMPLE 2 :

EXAMPLE 3:

23. Research and find two professional development workshops you may suggest to educators within your centre that can assist in quality improvement and practice within your service when dealing with complaints and grievances.

24. Using the training resources, read the following case studies and answer the questions accordingly.

Poh and Tracy are educators in the preschool an they have different ideas about the routine for the children. Poh feels that there needs to be more structured play as the children need more guided learning while Tracy feels that the children need more spontaneous and free play to assist them in their scaffolding and individual developmental requirements. The two educators cannot come to an agreement on the planning of the routine and they are not willing to compromise. They have both made official complaints against each other to you.

1. WHAT ARE the steps you would take as their supervisor to handle this complaint effectively.

25. Nicolette is the Director of Little Blooms Early Learning Centre. Nicolette received a call at 6:30am from 3 of her full-time lead educators to inform her that they each are ill and cannot attend work today. All the three staff were rostered to be on open shift. Nicolette contacts the agency and arranges for 3 casual staff members to be rostered on as an emergency for the open shift at 7:30am. Nicolette also makes arrangements for herself to start work early and instead of 10am shift she starts work at 8:30am so that there is a familiar face around for the children and their families first thing in the morning.

Upon arrival to the centre Nicolette notices that the three new casuals have been struggling to manage the children as they are unfamiliar with them and some parents do not seem very comfortable to leave.

Nicolette commences to guide the staff to the outdoor area and separates the toddlers and babies from the pre-schoolers and gains some degree of calm until 10am when the usual full-time staff commence their shift.

As Nicolette continues her management duties in her office throughout the day, she starts to receive several emails from parents who are complaining about the morning.

a. Complaint 1:

Parent complains about the lack of information and knowledge regarding the new staff upon opening shift. Parent did not feel confident to leave her son who was crying due to unfamiliar staff and no prior notice of the change.

what are the details of the steps you would suggest Nicolette should address this complaint.

b. Complaint 2:

Parent is complaining that the educator was not familiar to her when she dropped her 10 months old son Monty to the centre and Monty was crying and screaming because he did not feel comfortable with all the new faces. Parent stated that the new staff did not introduce themselves to her and she was very anxious upon leaving her son.

what are the resolution you would have to address this complaint.