Professionalism
The office phone is ringing and you notice no one is available to pick up.. What should you do?
Answer the phone and assist the caller.
This team is available to guide staff in accessing mental health support for children and parents as well as support with children who are demonstrating challenging behaviors or diagnosed/suspected disabilities.
Mental Health Coordinator- Jocelyn Vasquez-Mota and
Behavioral and Child Development Specialist- Alfredo Mena
Parents who are pregnant can receive additional support through this program.
Services to Pregnant Women
A parent is complaining about all the paperwork they have to complete, you respond annoyed "Well, if you want to be in this program, this is what we're asking you to complete" How should the parent be addressed?
Pause and be mindful of your emotional state, so you can respond in a calm, neutral tone. Acknowledge the parent's frustration and remind the parent of the importance of the document they are completing.
A stranger walks into the site and a staff member responds "Hey, do you need something this is a school?" What is the professional approach?
"Hello, how can I help you"?
It's the second Thursday of the month, you're dismissing families for the day, what are you telling them while they are signing out?
Reminding them there is school the next day!
This person is available to provide additional information on resources for families and to work one on one with staff who need extra guidance on helping a family
Family and Community Engagement Specialist- Brianna Ruiz
This place is an extra support for families who need services such as clothing, food, computer lab and printing. Additional engagement activities and workshops are offered here as well.
The Family Engagement Center (310 Third Avenue Suite AA, Chula Vista 91910) run by Family Engagement Specialist- Heidi Avent
As a child and parent arrive late to school, a staff member states in an aggravated tone "Hurry up please you guys are late again, breakfast is over, and you need to sit with your child for breakfast." What approach that should be taken instead?
As a team staff members should work together with the parent to determine a plan to address the tardiness and offer the child breakfast, addressing the parent in a calm, neutral tone.
An individual (parent, community partner, community member) asks you a question and you do not know the answer, what is the professional approach?
"Let me find out!"
A child returns to school after being out sick for a couple of days, you approach the parent as they are waiting to sign their child in and in front of other parents say "Is he still sick?" How should the parent be addressed professionally?
Politely ask the parent if you can speak with them before they sign the child in and pull them aside to a private area.
This person is available to guide both staff and parents with health and nutrition concerns.
Health and Nutrition Specialist- Cherrie Adajar
Our Head Start families experiencing mental health concerns can be referred to this program by completing a referral form submitted by the site supervisor.
Para Las Familias
It's the first week of school and home visits and a parent asks how they can volunteer, the staff member responds, "We're not taking volunteers right now, the kids just started" How should the parent be addressed?
Thank the parent for their interest in participating in the program. Give them a volunteer packet to fill out and send it to Ms. Rhonda. Respectfully, let them know that when the center begins scheduling volunteers you will inform them.
Two staff members are whispering about an incident that occurred, a parent walks in to pick up their child, the staff member quickly says hi and continues whispering with the other staff member. What is the professional approach?
When parents and children are present staff should keep conversations professional. Greet the parent and ask them a friendly question (how are you?), and on their way out dismiss them with a friendly send-off (Have a good day!)
A parent is aggravated and is speaking to you in a disrespectful manner, how should you respond professionally?
1. Remain calm and neutral
2. Address what the parent is feeling (frustration, anger, fear)
3. Deescalate the situation by reminding the parent of respectful communication and engage in problem solving
When in doubt and you are not sure who to turn to to support your families, who can you go to?
Our amazing site supervisors and area managers!
Early Head Start Home Base
The parent of a challenging child arrives for pick-up, a staff member says, "He's had a rough day today!" What is the appropriate way to address the parent in this situation?
Greet the parent in a friendly manner, comment on something positive regarding the child before deliver the challenging feedback.
A parent walks into the office. Every staff member is busy either speaking to another parent, on the phone, or working with a staff member. What is the professional approach?
1. Politely tell the individual you are speaking with "Can you please excuse me for a minute?" and address the parent who came in.
2. Politely tell the parent who came in "Hello, we will assist you in just a minute".