Constituent Services

The Henry County Board of Education calls for families and community members to be offered appropriate and expedient means by which to address and resolve differences that may rise.

In order to expedite a resolution, each situation should first be addressed as close to their origin as possible per Board Policy KN. If additional support is needed, Board Regulation KN-R(1) establishes the complaint process for handling complaints made by family and community members within Henry County Schools. The process for complaints has five (5) levels of review. This page is intended to provide guidance for communication during Level 1 of the process (Informal Discussion with the Principal at the School or Site).

Communication Requests: Issues and Points of Contact for Level 1: Informal Discussion

Henry County Board of Education expects complaints to be recognized and addressed in an orderly and timely manner. The complaint made by family and community members should be resolved with the parties most directly involved as amicably, expeditiously, and satisfactorily as possible. Although the first level of support resolving problems is usually at the local school, other offices or departments of the school system are available during this informal stage to assist complainants and principals in processing inquiries and complaints, provide general information, direct members of the public to the correct school or administrative office, and bring affected parties together for a discussion of problems.

HCS Student-Family Level 1 Support and Communication Protocol

Area of Concern	First Step	Second Step	Third Step
General School Concern, Student Schedule, School Procedures, School Hours	Principal Secretary/Front Office	Assistant Principal	Principal
General Classroom-Related Concern	Teacher	Assistant Principal or Counselor	Principal
Grading or Report Card, Student Retention Concern	Teacher	Assistant Principal or Counselor	Principal
Teaching Content, Assignments, Extra Assistance for Student (Curriculum and Instruction) Concern	Teacher	Assistant Principal or Counselor	Principal
Athletics	Coach	School Athletic Director	Assistant Principal or Principal
Special Education Services	Teacher	Student Support Facilitator (SSF)	Assistant Principal or Exceptional Student Education Department
Student Conduct & Discipline, Hearings, Hearing Appeals	Assistant Principal	Principal	Student Conduct and Prevention Department
Mental Health and Wellness	Mental Health & Wellness Facilitator or Counselor	Assistant Principal	Principal or Student Services Department
Medical Needs and Health Concerns	Teacher or Clinic Aide	Assistant Principal	Principal or Student Services Department
Facility/School Campus	Assistant Principal	Principal	Facilities and Maintenance Department
Student Chromebook (Student)	Submit help ticket (via Student Device or School Technician)	School-based technology support team	Assistant Principal or Principal
Student Chromebook (Parent/Guardian)	Submit help ticket (via IIQ ticket system)	Teacher	Assistant Principal or Principal
Software Programs on Device	Submit help ticket (via Student Device or School Technician)	School-based technology support team	Assistant Principal or Principal
Access to Parent/Guardian Portal (Campus Portal, IC or Henry Connects)	Campus Portal Liaison at School Location	Data Clerk at School Location	Assistant Principal or Principal
Transportation	Transportation Route Supervisor	Transportation Director	Transportation Executive Director
Gifted Education Programs	Teacher	Assistant Principal or Principal	Learning and Performance Division
Policy and Regulation	Assitant Principal or Principal	Leadership Services Division	Office of Legal Compliance Department

HCS Employee Level 1 Support & Communication Protocol

Area of Concern	First Step	Second Step	Third Step
General	Principal/ Supervisor	Human Resources Division
Mental Health and Wellness	Mental Health & Wellness Facilitator	Assistant Principal	Principal or Human Resources Division
Medical Needs and Health Concerns	Clinic Aide/ Supervisor	Principal/ Supervisor	Human Resources Division
Facilities	Principal/ Supervisor	Facilities and Maintenance Department
Computer Device/ Hardware Problems	Submit help ticket (via IncidentIQ)	School-based or building-based technology support team	HCS Staff Help Desk (770-898-4043)
Technical Assistance with Digital Application Programs/Software Program	Submit help ticket (via IncidentIQ)	School-based or building-based technology support team	Principal/ Supervisor
Request for new or renewals for DIgital Application Programs/Software Program	Principal/ Supervisor	Assistant Superintendent for Leadership
Policy and Regulation	Principal/ Supervisor	Office of Legal Compliance Department

Concern Submission

An expedient way of ensuring your concern or complaint is addressed, is to raise the concern with your child's principal or your supervisor first. If your concern was not resolved, you may submit it through the Concern Form. Submissions will receive follow up communication.

Complaints and Grievances

The Henry County Board of Education encourages all individuals to attempt to resolve grievances at the school or department before filing a formal complaint. If you have specific questions regarding any policies and procedures, please contact Legal Compliance at 770-957-6601.

For a full list of all Board policies, including those related to complaints and grievances, review the Board Policy Manual.

Mr. Stefon Plummer

Coordinator | Constituent Services
Stefon.Plummer@henry.k12.ga.us
770.957.6601 x01125

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