Salem-Keizer Public Schools
Complaint Resolution Process
The district is committed to resolving complaints, in a timely manner, by direct, informal discussions, beginning with the school or department involved. Communication is essential during this process so that the involved parties may better understand the reasons behind each other’s positions. The following is an outline of the district’s complaint process. For a more detailed explanation, please refer to the district’s policy and procedure:
This commitment of the district to resolve complaints in a timely manner.
Procedure for bringing complaints of discrimination to the district's notice for investigation.
Process for Resolving Public Complaints
Text below is from section 3.0-6.0 of the Complaints, Public: Process for Resolving ADM-P008 document.
Level One – Written Complaint
A written complaint must be submitted electronically using the Online Complaint Form found at the bottom of this page, or by emailing the complaint to the Office of the Superintendent, or by submitting a letter to the Office of the Superintendent.
The written complaint must include the name and contact information for the complainant, a description of the concern, and the student’s name, if applicable. Optional and helpful information includes the names and contact information of witnesses, a description of efforts to resolve the concern, and suggestions for resolution. The complainant will receive written acknowledgment of receipt of the complaint within five days of receipt.
A district leader for the respective school or the appropriate department supervisor will be responsible for investigating and responding to a Level One complaint. The superintendent may assign a different decision-maker for a Level One complaint as appropriate.
The district leader will refer the complainant back to the school or department leader if there have not been efforts to resolve the issue informally at the school or department level.
All formal complaints, including each concern raised, will be investigated, decided, and communicated in writing within 30 days of receipt of the complaint, unless the parties agree to extend the deadline. The written decision will include the reasons for the district’s decision. Any agreement to extend the deadline shall be in writing.
Upon receiving the Level One decision, if the complainant wants to continue to appeal, the complainant may appeal to the superintendent.
Level Two – Appeal to the Superintendent
If the complaint is not resolved to the complainant’s satisfaction, the complainant may request a review by the superintendent. The request for review must be submitted in writing within 10 days of the complainant receiving the Level One decision.
After reviewing materials previously submitted or gathered, and after conducting additional review, if deemed necessary, the superintendent or designee shall issue a written decision addressing the review of each of the allegations raised in the complaint and the reason for the decision and provide the written decision to the complainant, pursuant to OAR 581-022-2370.
All complaints appealed to the superintendent will receive a decision in writing within 30 days of receipt of the request for review. The decision will include information on the steps for further appeal under this policy.
Upon receiving the superintendent’s decision, if the complainant wants to continue to appeal, the complainant may appeal to the board chairperson and vice-chairperson(s).
The appeal must be submitted in writing to the Office of the Superintendent within ten days of receiving the Level Two decision.
Level Three – Appeal to the School Board and Chairperson and Vice-Chairperson(s)
The school board chairperson and a vice-chairperson(s) shall review the record of the complaint and determine whether the nature of the complaint and the superintendent’s decision warrant a hearing before the full board.
At their discretion, the board chairperson may include both vice-chairpersons or a third school board director [but no more than three school board directors] to participate in the reviewing of the complaint as described in section 5.1 above.
The decision of the chairperson and vice-chairperson will be sent to the complainant in writing no later than ten working days after receipt of the written appeal.
If dissatisfied with the decision, the complainant has the right to petition, in writing, the remaining board members requesting a hearing. The written petition must be submitted to the Office of the Superintendent, in writing, within ten working days of the complainant receiving the written decision of the chairperson and vice-chairperson.
Level Four – Petitioning School Board Members
The superintendent or designee will provide the school board with a copy of the petition and a copy of the record of the complaint within ten working days of receiving the petition.
The board members will review the record of the complaint and submit their individual decision regarding holding a full hearing to the superintendent, in writing, within ten working days of receiving the record of the complaint.
If there are not four members who agree to hold a hearing, the decision of the chairperson and vice-chairperson will be final. The complainant will be notified of the outcome of their petition in writing.
If there are four board members who agree to hold a hearing, a hearing will be scheduled in accordance with the Oregon Public Meetings Law. The decision of the board, at the conclusion of the hearing, shall be final.
If a hearing is held and a final decision is made, the board will notify the complainant of the final decision. If applicable, the district will provide notification that the district’s decision may be appealed to the Oregon Deputy Director of Public Instruction.