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> For Parents and Community > Resolving School Concerns and Complaints - Office of the Ombudsman > Services of the Ombudsman
Services of the Ombudsman
Services of the Ombudsman
- Confidential discussion of your concern (consistent with law).
- Research of applicable school system information.
- Review of applicable Board of Education policies and procedures.
- Referral to individuals who can help solve the problem.
- Referrals to appropriate school system and community resources.
- Assistance with the Problem Resolution Process (See Parent's Guide...)
- Facilitation of communication/discussion as needed.
- Assistance accessing formal processes.
The Ombudsman must follow Board of Education and HCPSS policies and procedures, and treat all parties fairly (See Policy 2030: Ombudsman). The Ombudsman does not act as an advocate for either side in a dispute and does not decide who is “innocent” or who is “guilty.” The Ombudsman does not have the authority to change policy or force schools to take specific action. However, the Ombudsman will listen, review your situation, and assist with the timely and equitable resolution of your concerns.
Suggested Guidelines for Effective Communications**
When addressing your concerns with the Howard County Public School System, the following guidelines may be useful in facilitating discussion and problem resolution:
- Organize your thoughts.
- Clearly state the issue or the problem you are experiencing.
- Prepare/obtain supporting documents.
- Make a list of questions or points you would like to make.
- Identify several possible solutions you think would resolve your concern.
- Stay calm; maintain a civil tone.
- Focus on the facts, not on the person with whom you are discussing the issue.
- Avoid blaming, demands and "shoulds." Say "I believe...," "I feel..." rather than "You should..."
- Clarify rather than assume.
- If you are not sure about something or what you heard, ask for an explanation or clarification.
- Try to understand the other person's view of the situation and the solutions they might propose.
- Be flexible.
- Recognize that problems can be solved in more than one way.
- Be open to alternative solutions.
- Keep records.
- Make notes of meeting dates and times, who you talked to and what was discussed.
- Save copies of letters, forms and other material related to your concern.
(**Source: Based in part on guidelines from the State of Washington, Office of the Governor, Office of the Education Ombudsman.)
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