CACHE Level 5

Diploma in Leadership foe health

and Social care and People’s
Services, Children’s and Young
People’s Management

Module 01 – Develop procedures and

practice to respond to concerns and
complaints

Name:- Jeanelle Bugeja

Tutor:- Antoine Dalli

Group 14 – Tuesdays

Jeanelle Bugeja – Module 01 1

1 How would you as a manager deal with this complaint?

Complaints are time and again caused through lack of data or deprived
communication amongst participants, families, child care professionals and
amenity organisation. Complaints can result from, when individuals sense that
their concepts and viewpoint are not pursued or appreciated by the
management organization. (Owens, 2008)

Firstly, I would listen to both sides of the situation separately and in a private
setting, such as in a private office, handled in a professional and confidential
way. In collaboration with the new child carer, I would discuss with her, whether
she was given the policies and procedures of the centre. Whereas, I as a
Manager would have not provided the policies of the centre to the new carer,
I would have apologized to the parent and take full responsibility of the new
carer actions as it should have been my job in the beginning to provide the
necessary knowledge to adequate the carer to the centre rules and to be
followed. For those actions, I could provide the parent with a free ticket for the
next school concert or a deduction in the next term payment. If that matter is
not what caused this complaint, I would check if the policies given where read
thoroughly and understood clearly. On that note, the carer could have not
fully understood the way the centre policies and procedure work. Apart from
that, this carer could have lack of confidence and did not ask for her
colleagues or my help. (Gera & Gera, 2016)

Although in this situation to this case study, the parent is well aware of the
policies of the centre. Once I had both stories from both sides, I would make a
note that the new carer is well known with the centre policies and procedures.
Besides that I would place the new carer in a classroom with another carer, to
be able to learn from her and build up her knowledge on how we work
together as a team in this centre. From time to time I would also follow up on
her to see that she is cooping well with her workmates. There could be a small
change to the policies that before anyone writes something in the child’s
notebook, one need permission from the manager or higher authority and also

Jeanelle Bugeja – Module 01 2

provided with a copy of the note given, in any case that calls or e-mails are
sent to the centre regarding that note sent. This way there will be less
misunderstanding and the management will know on what is being written and
sent to the parents to be able to handle any complaints from the third party.
(Gera & Gera, 2016)

The most effective way to maintain an effective strategy of manageable

complaints, is when provided with a current and updated policy and produce
handbook of the centre, which have been developed and based on reviews
and discussion with the centre management. (Owens, 2008)

2 Explain your centre’s complains procedure.

As a manager of this early years centre, I am obliged to keep an eye on and

encounter all necessities of the EYFS as well as consuming the capability in
given that reliable extraordinary worth childcare and teaching while
functioning in adjacent conglomerate with the parents, educators and carers
in imperative to sustenance all of the children’s requirements. Upholding a
worthy statement will sustenance this. (Gera & Gera, 2016)

On the other hand, if parents think that the EYFS requirements are not being
meet, one will bring this to my consideration and I will make all the
determination in solving this substance either orally or in inscription. These
following steps are the requirements that, I as a manger have to follow. A
record of the complaint received and outcome has to be kept. Every in
scripted complain in relation to the fulfilment of the EYFS have to be
investigated and the carer or the complaint has to be notified of the
investigation outcome. The record of complaints will be available to the
‘Directorate for Quality and Standards in Education’. The parents or carers can
contact the directorate in relation to the complaint. An in scripted document
will be passed on to the ‘Directorate for Quality and Standards in Education’.
Apart from handling a written document with the centre procedures to the

Jeanelle Bugeja – Module 01 3

complaint. Ensuring the every complaint is being fully investigated. Any
scripted records must be kept for a later review from the centre management.
The following points are what is meant to be recorded once a complaint is
made; ‘the source of the complaint, nature of complaint, details of compliant,
date + time of complaint, how it was dealt with, who investigated the
complaint, full details of the investigation, details of information and findings, if
a copy was kept in the school records and the signature with the date of the
complaint record’. Parents can submit the compliant directly through the
‘Directorate for Quality and Standards in Education’ after talking with the
management and head of school about the problem at hand. This new
procedures will be enrolled in the new parent handbook, to rest assure that
any complaint are handled seriously and investigated with full responsibility.
(Framework, 2017) (Gera & Gera, 2016)

As a manager, having to follow the procedures and policies of the centre is

vital as it provides you to work hand in hand with the parents and staff in
resolving the problem and finding solutions in providing a high quality
education for the children. (Gera & Gera, 2016) Apart from that every three
months a newsletter is sent to all families of children attending the school in
relation to any changes in the handbook.

3 What is staff Induction and why it is important?

Staff induction it the effective way of implementation in a childcare centre

with a meaningful phase concerning the distribution of high value care,
knowledge and sustenance. One is able to achieve this through ensuring the
staff accomplish satisfactory stages of capability to run-through and
demonstrate assurance to put into practices in the importance of uniformity
and authorisation. (Shabana, 2009)

Induction is vital to actual withholding, as a let-down to appropriately

sustenance and evaluate recital during this passé’, which can end in being

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unable to find or discouraging the employee at a vital period. In penalizing
circumstances it can be further challenging to encounter ruthless run-through
if prospects and essential knowledge ought not to be communed accurately
as a quantity of the induction progression. This procedure is ought to be valid
for every type of work induction practice. The worker training is very vital for
the business and distributing an operative induction guidance plan to first-
hand workers who unite the centre ought to be its foremost importance.
(Diamond, 2015) Induction progression is beneficial for new workers in resolving
swiftly into the first-hand work surroundings and gives them a sense of
belonging. An induction curriculum is the method built within many companies
to welcome new personnel to the business and organise them for their new
title role. Its benefits in the operative combination of the worker into the
establishment. Induction is a vital part of on embarking your first-hand
employees and acquainting them with your establishment. In receipt of the
induction development factual which can assistance you in recruiting new
personnel on top of things and productive as rapidly as possible. As a
manager, your team is your most significant strength and quality. The leading
determination of the induction preparation is to incorporate new personnel
into the establishment and make them apprehend the structures and
techniques monitored by the business. Induction is a procedure by which a
new member of staff is transformed into the environments and acquaint with
the performances, policies and persistence of the business. (Shabana, 2009)

Therefore an induction process training is the key to unite the organization

team in performing together to solidate the business to arise and work together
as a team. Every new recruitment has to go through the induction programme
in relation to the role of that new employee, such as, employing a new carer
and a kinder teacher at the same time, it this case the induction of the carer
is different to the kinder teacher as their job requires different responsibilities.
(Gera & Gera, 2016)

Jeanelle Bugeja – Module 01 5

4 How important is it to choose appropriate/suitable qualified staff for your
centre?

A significance angle of credentials and wide-ranging work familiarity are

undoubtedly compulsory, although these are not the only things one ought to
feature in when employing prospective personnel. Making it assured that they
are also in refrain with the principles of your establishment and its aims is also
fundamental. As the vital key is to have suitable employees that can easily
catch up to your requirements rather than having to train them. (Savoie, 2017)

One needs a worker who is profitable to be trustworthy to the business and

who will outlook the employment as a prospect to an improvement in their
profession and be a strength to the establishment at the equivalent period. The
perfect applicant should be competent in both knowledge and exertion.
Nevertheless, additionally you often will not come through the perfect
applicant. Concentrating on the hands-on knowledge of your prospective
worker is fundamental for the reason that they will be capable to incorporate
themselves further swiftly and turn out to be more acquainted with the
employment. Above and beyond, that you will also save time and investment
when it approaches to the new worker training. (Savoie, 2017)

However, if an applicant doesn’t partake the mandatory hands-on

knowledge which meets your needs, that worker will need more time to fit in
and to be capable to acquire all the distinctions of the employment. It is
factual that every single first-hand worker has to go over and done with an
amendment passé, but as a manager you have to keep that passé as
diminutive as conceivable. One of the techniques that one can develop the
employment progression would be to contrivance numerous approaches that
can make available for you with a much unblemished image as far as
knowledge skills and investigative abilities of the applicant are apprehensive.
This goes unfathomable than observing the person’s resume and making a
verdict established on that single-handedly. Even if the resume is remarkable,
and they come off as assertive for the duration of the interview, it is up to you

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as an employer to check impending personnel, for the reason that you might
not have been entirely straightforward on their resume. Also you will advance
a better discernment into how quick-witted they are when obtainable with a
new test. At the present time, one ought to furthermore look for a candidate
who, in accumulation to their diplomas, have the essential intellectual and
psychological asset to deal with the weight, constricted targets and
compound client / parent requests. (Savoie, 2017)

Once employing somebody for the employment which is monotonous in its

environment, the candidate requires to be able to stay inspired, even if
activities are mandatory over and over again. If a worker is going to burn out
quickly under pressure, notwithstanding a vivid CV, then they are undoubtedly
not a respectable adequate for the employment. An additional vital thing to
contemplate, is that the candidate has the capability to fit in and familiarize
to your establishment’s principles. Significance, their abilities need to be
established sufficiently, so they don’t disorder the optimistic atmosphere in the
school. As every job nearly implicates operating with other individuals, good
communication and social skills will be a strength for this candidate. Impending
candidates are not the only thing one ought to motivate on if you need to
employ the best individual for the employment. One wants to work on their
employment development and create continual modifications plus nips to it in
anticipation of one develops it accurately. (Savoie, 2017)

Overall one has to set the requirements needs from their candidates before
hiring such as, motivation, good training, staff appraisal, well given induction,
and monthly CPD meetings to uphold a high education quality within the staff
members of the school. (Gera & Gera, 2016)

5 What is your centre’s recruitment policy in this regard?

Voguish today’s promptly varying occupational surroundings, a well outlines

employment policy is essential for establishments to reply to its human

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resources requirements early enough. Consequently, it is significant to
consume an indistinct and brief employment policy in residence, which can
be implemented successfully to recruit the finest ability pool for the variety of
the correct applicant at the factual place hurriedly. (Sargsyan, 2018)

Generating an appropriate recruitment policy is the primary phase in the

effectual employment process. A strong and brief recruitment policy benefits
safeguard an all-encompassing recruitment process. It stipulates the purposes
of recruitment and delivers a framework for putting into practice the
recruitment program. It may consist of structural classification to be established
for applying recruitment programs and procedures by substantial up
opportunities with best knowledgeable individuals. A recruitment policy of an
organization ought to be such that, concentrating on recruiting the finest
possible individuals. Safeguard that every single candidate and worker is
treated in the same way with formality and high opinion. Assistance and inspire
personnel in comprehending their full prospective. Translucent, assignment
adaptation, unprejudiced policy and quality established choice. Optimization
of manpower at the period of collection procedure. Significant the
knowledgeable specialist to support individual choice. Assimilates worker
wants with the establishment requirements. (Sargsyan, 2018)

The minute coming to employ new recruitment, I as a manager, must prepare

beforehand to confine the skills needs and qualifications throughout the
interview. Some essential points consist of reading the CV if available before
the interview. Greet the candidate in a properly mannered way to let them
know that they are welcomed in the centre. During the interview I have to
express my gratitude for the time the candidate have taken to come. When
explaining the process of the interview beforehand make sure that it is closely
followed throughout the interview. Before asking the candidate to sit down for
an interview prepare a list of questions in relation to the job title description to
tick all the criteria needed to select the right candidate for the job. Be able to
manage your time during the interview and keep notes of what is being said,

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as in the meantime the candidate is also interviewing you. The interview is set
within specific guidelines with a sequence of questions such as, ‘Situational,
Behavioural, job related and Puzzle questions’ which tick the criteria needed
for the job recruitment. This is known as the STAR technique. (S-Situation, T-Task,
A-Action, R-Result) (Sargsyan, 2018)

Our staff members are all knowledgeable on issues of Early Education and are
all qualified in Early Yeas Education either through attending a Private or
Government Course. We are proud to select suitable carers that are
trustworthy and responsible for the children’s different needs. After careful
selection we make sure that our staff can give the best possible service. On a
monthly basis, we hold a staff development meeting to discuss the progress of
the Centre and what we as a team can do to articulate the goals and
expectations of the School. (Gera & Gera, 2016)

Concluded an enrolment policy we would be competent to employee an

upright workforce and be competent to convey an extraordinary competent
level amenity to the consumer in addition to safeguard a full customer
approval. Trust safeguarding an extraordinary customer approval level.

References
Diamond, T., 2015. Valuing Employees - Why induction is important. Induction, June,
pp. 43-45.

Framework, S., 2017. Compliants Policy and Procedure. Complaints, July, pp. 1-2.

Gera, P. & Gera, T., 2016. Parents Handbook. Guidelines for participants - Policies
and Procedures, pp. 4-5.

Owens, A., 2008. National Childcare of Acceridation Council. [Online]

Available at: http://ncac.acecqa.gov.au/educator-
resources/factsheets/oshcqa_factsheet_15_managing_complaints.pdf
[Accessed 19 January 2018].

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Sargsyan, A., 2018. HRClub. [Online]
Available at: http://www.hrclub.am/recruitment-policy-by-astghik-sargsyan
[Accessed 12 February 2018].

Savoie, B., 2017. RecruitLoop. [Online]

Available at: http://recruitloop.com/8-ways-to-ensure-you-hire-the-right-candidate/
[Accessed 10 February 2018].

Shabana, S., 2009. Business Managment Ideas. [Online]

Available at: http://www.buinessmanagmentideas.com/human-resources-
managment/induction-programme-meaning-steps-and-benefits/4590
[Accessed 30 January 2018].

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