Preferred Communication Channels

1. Message Board as the First Point of Contact

All communications should begin on the message board, which serves as the primary and preferred method for inquiries, updates, and support requests.

2. Escalation to Email

Email may be used for follow-up or escalated concerns when necessary. However, inquiries should always be initiated through the message board to maintain consistent communication flow and support efficient response times.

3. Phone Communication

Phone conversations are available for specific, pre-scheduled discussions or urgent matters. This channel is generally not the default and may be limited if communication expectations outlined in this policy are not met.

Guidelines for Courteous and Collaborative Communication

To foster a positive relationship that supports each student’s success, parents and students are expected to communicate in a manner that is:

Respectful and Compassionate

Approach every interaction with understanding and patience, recognising the dedication our team has to each student’s well-being. Language that is aggressive, raised voices, or confrontational tones are not permitted.

Collaborative

Communication should be solution-oriented, focusing on working together with staff to address concerns in a way that benefits the student and respects the role of each team member. Recognize that staff members work within defined service level agreements (SLAs) and response times, and avoid demanding immediate answers unless there is a genuine urgency.

Courteous and Considerate of Tone

Being mindful of tone, both written and verbal, helps keep communication productive and positive. Refrain from using language that could be perceived as demanding or dismissive, and frame concerns in a way that seeks a collaborative solution.

Consequences for Inappropriate Communication

1. Limitation of Phone Contact

If a parent or student consistently communicates in a manner that is not collaborative or courteous, The Online School may limit interactions to written forms only, such as email and message board communication. Phone access may be restricted to uphold a respectful working environment.

2. Restriction to Email Only

For ongoing or severe breaches of this policy, The Online School reserves the right to restrict all communication to official email channels only. This measure ensures that communication is documented and remains within the bounds of respectful, professional interaction.