Sample of Communication Plan

LETTER TEMPLATE – COMMUNICATION PLAN
(To be used on School Letterhead)

[Insert name
Address
Address]
Dear [insert name],
You contacted [who, when, about what]. Unfortunately, the incident was very disruptive for
[the classroom teacher, school leadership, office staff, school operations as appropriate],
and the approach you used did not match the school community’s expectations for
communication. [If appropriate: We also recognise that as the situation escalated our
response in the moment contributed to the tension that existed.] I am sure that neither of
us wants such an incident to recur.
As a result of this incident, I am writing

a) to ensure that you have been fully informed of the values and policies of our
school and of our school community’s goals for respectful communication;
b) to ask that you commit to following these values and policies when
communicating with the school in the future; and
c) to advise you of the framework that I have established at present to ensure that
you continue to have the opportunity to participate effectively in discussions
about school and your child’s [children’s] educational issues.
As Principal, I am committed to ensuring that everyone is treated with respect, fairness and
dignity. I strive to lead by example, and encourage all employees, students, parents and
members of the school community to make a similar effort, especially when a challenging
issue arises. If we don’t achieve that goal in every situation, we strive to learn from the
experience and do better in the next situation. This letter is part of fulfilling my
responsibility to ensure and maintain the safety, security, health and wellbeing of all of our
staff and students.
VALUES AND POLICIES:

The School’s policies/ Statement of Values [Insert name of relevant school policies] outline
the standards of behaviour expected in our school community when communicating with
the school or others in the school community. Parents, carers and others who have an
interest in a child’s wellbeing are always welcome to raise concerns and ask questions in a
respectful manner. We encourage you and your family to continue to communicate
concerns and questions to the school about your [child/children]’s education, safety, health
or wellbeing.
COMMITMENT TO VALUES:
Your behaviour during the incident referred to at the outset of this letter was not consistent
with these values. In particular, [brief detail of breach: e.g., swearing, shouting, making
threats] prevented us from having an effective conversation together, and created an
environment where [staff, teachers, other students, etc.] felt unsafe. We therefore ask you
to please review the [school policy name] and to commit from now on to acting in
accordance with these values when communicating with the school. We commit to doing so
in our responses to you.
MAINTAINING YOUR OPPORTUNITIES TO CONTACT THE SCHOOL:

In order to support more effective discussions, I have set up the following framework for
future communication. This framework will provide an effective way for you to raise
concerns with the school, support a respectful working relationship, and establish a level of
certainty for all of us about how to work together.
1. If you have a non-urgent matter that you would like to discuss with any member of
staff:
 Email the school inbox [INSERT@education.vic.gov.au], marking the email to the
attention of the relevant staff member;
 Your email will be allocated to the appropriate staff member and you should
receive a response within 7 days.
2. If you have an urgent matter:

 Call the school on [INSERT] and alert the office staff to your concern;
 Inform the office staff as to the nature of your concern and provide information
about why it is urgent;
 If you are unable to speak without shouting or swearing at, or otherwise being
disrespectful to staff, your phone call will be immediately terminated;
 You should then instead send an email with a brief outline of the urgent matter
set out in a respectful way to the school inbox;
 Office staff will notify the appropriate leader at the school, who will assess the
information, take any required action, and advise you by telephone or email
within 24 hours of what action was taken.
3. If there are concerns at school for your children’s immediate safety or welfare, a
staff member will immediately attempt to contact you by phone. The call will be
limited to discussion about the immediate issue.
4. Emails from you to the school will be answered in the following way:
 Multiple emails sent within a short period of time will be consolidated and
responded to with a single email;
 You will typically receive a reply within 7 days or, if the matter requires more
time to prepare a response, notification by email within 7 days about when you
will receive a substantive reply;
 Public or school holidays or the occurrence of school events such as camps or
other excursions may occasionally delay responses;
 Emails with threatening, abusive or disrespectful language may not be responded
to;
 Emails regarding issues that have already been responded to will not be
answered.
5. If you are not satisfied with the school’s email responses, you may contact the
regional office via email on [INSERT@education.vic.gov.au] about your concerns.
Please note that the region will have its own protocol for responding to emails,
which may not necessarily be the same as the school’s.
[Name], I will review this communication plan each term to ensure that it maintains
constructive and efficient avenues for communication between you and the school. As you
demonstrate commitment to the school values in your future communications, we will be
able to revisit this plan and adjust it accordingly. I hope we will be able to make such
adjustments soon.
We look forward to continuing to work with you to give your child [children] a safe and
supportive learning environment. Thank you for your attention to this letter and to these
issues.
Yours faithfully

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LETTER TEMPLATE – COMMUNICATION PLAN

(To be used on School Letterhead)

Dear [insert name],

As a result of this incident, I am writing

VALUES AND POLICIES:

MAINTAINING YOUR OPPORTUNITIES TO CONTACT THE SCHOOL:

2. If you have an urgent matter:

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