- Statement of General Aims
- Head Office: Who’s who?
- LAL Summer Schools Management Structure
- Centre Manager
- Director of Studies
- Leisure Manager (Activity & Excursion Manager at St Mary’s)
- Welfare Manager
- Office Manager
- EFL Teacher
- House Parent
- Activity Leader
- School Expectations, Procedures & Rules
- British Council Accreditation Inspection
- Dress Code
- Staff Sickness/Absenteeism
- Health & Safety
- On Site Information
- First Aid
- Fire Alarm
- Office/Teacher's Room Facilities
- Mobile Phones
- The Course in Action
- Arrival, Registration & Departure Overview
- IGLs (International Group Leaders)
- Individual Students
- Student Absenteeism
- Student Handbook
- Student Welfare
- Student Complaints Procedure
- Child Protection
- Categories of Abuse
- Forms of Abuse
- Bullying Policy
- Statement of Intent
- That should cover it for now
LAL Language Centres is the language/travel company that encompasses schools in England, Malta, South Africa and the USA.
LAL Summer Schools, one trading name of LAL Language Centres UK Ltd, forms part of LAL Language Centres, owned by Frosch Touristik (FTI), a large tour operator in Germany, and was accredited in its own right in 2008 and, more recently, 2012 by the British Council. A very favourable publishable statement is available on the British Council website and four “strengths”, previously called “points of excellence”, were registered. As part of our ongoing accreditation, LAL Summer Schools will be inspected by the British Council in 2016.
The aim of all LAL schools is to cement a sound partnership between administration, teachers and students, and to offer comprehensive and effective programmes within a friendly and supportive environment. We strive to offer excellent conditions for both staff and students alike and we aim constantly to improve our programmes and services. You will be offered support at all times and will also be encouraged to contribute new ideas and suggestions as part of an effective and professional team.
This manual, as well as other role-specific manuals and procedures, have been written to help you in your task and you should be completely familiar with their contents before the course begins. All roles are of high responsibility, directly concerned with the well-being of a large number of overseas junior students.
The vast majority of students enroll through overseas agents or representatives who work very closely with us throughout the year. They are our main sales and marketing tool, so it is essential that you are familiar with our brochure and that every detail is adhered to. A look at the website will also give you an idea of what is promoted at our schools. It is your job to deliver what we sell.
Should you have any queries or problems once the course has begun, your line- manager or Centre Manager are the first members of staff you should contact. If, however, you feel that you would like to discuss this further, then please feel free to contact us, at any time.
We offer you a very warm welcome and hope you enjoy working with us.
Most of our students come for two weeks, though we do have some who stay for three and four. Our students typically come from a “traditional” language background, where the emphasis seems to be on learning about the language rather than using it. LAL UK Summer Schools’ aim is twofold:
- To enable students to use language communicatively in realistic contexts
- To provide a wide variety of enjoyable activities, encouraging integration and the speaking of English with students from different countries and cultures.
LAL’s Young Learner “Round the World” coursebook will serve as the basis for the summer school syllabus. Lessons will be dynamic and communicative while incorporating the fundamentals of language in terms of grammar, function and pronunciation. Students will be introduced to the summer schools location through a variety of projects that aim to marry the academic programme with the leisure schedule ensuring students get the maximum benefit from excursions and activities.
Activities and Excursions should be fun, interesting and enjoyable and the only way this can be achieved is through the enthusiasm, professionalism and organisation of all staff who are involved in the leisure part of the programme.
The most important aspect of our courses is the safety, security and well-being of our students. Parents have entrusted us with their most precious belonging and it is our duty of care to provide them with a safe environment.
It is our firm belief that residential summer schools offer junior students this safe and controlled environment in which they can both learn and enjoy themselves. It also gives parents the peace of mind knowing that their children are being looked after by professionals twenty-four hours a day. To this end, it is our intention to build on this and develop this side of our business, offering more students the opportunity to sample life in the United Kingdom and teachers the chance to develop their teaching skills in a friendly, enjoyable atmosphere.
In addition to this, it is our intention to provide a truly international environment where students interact and communicate with people from other countries and cultures using English as the Lingua Franca.
At the end of the course, students should feel that they have spoken more English in the last two, three or four weeks than they have throughout the last year and, of course, that they have had a fantastic time!
The Head Office team works hard all year round to develop the summer programmes and ensure their success. When our staff and students arrive in the summer this is the culmination of 10 months of hard planning, so you will certainly see us around campus checking in with the management team and IGLs, as well as having a look at the activities, lessons and excursions.
Alex is responsible for all of LAL’s operations worldwide, which keeps him very busy. You may see him at the centres from time to time when he comes to have a look at the summer schools in action or brings clients for a visit.
Mark started LAL Summer Schools in 2005 at Mount Kelly and has run most of them during his tenure at LAL. He is now responsible for the operations of all schools in the LAL group. He will be conducting finance and IT training during the senior staff inductions. You may see Mark at the schools from time to time. If you don’t see him in person, you will see him on the Cookies (rewards for students).
Adam is in charge of IT for all of LAL’s schools worldwide. You will probably meet Adam when you arrive at your school as he will be setting up the IT for the LAL office onsite.
Michelle oversees LAL’s UK schools. You may see her in the summer either popping in to have a look at the schools or showing agents around the centres.
Jess joined LAL in February 2016, bringing lots of experience in the summer schools industry with her. Jess is the direct line manager for the Centre Managers at the four schools in and around London and will be on-hand for any operational issues that arise. Vicki and Jess will cover for each other when the other is taking a day off.
Vicki has vast experience of operations, having worked as the Operations Manager at LAL Torbay since 2012. Vicki has brought this knowledge to the summer schools this year, and will be the Centre Manager for Taunton as well as the line manager for our Centre Manager at Mount Kelly. Vicki is also the safeguarding lead for all schools so any welfare concerns need to be communicated to Vicki.
Claire is the go-to person for all things academic and has reviewed the “Round the World” coursebooks for 2016, as well as creating new project materials. She will be conducting all the DOS inductions and teacher observations at many of the schools. Claire will also keep an eye on our Young Learner blog (http://roundup.lalschools.com/) during the summer and hopes to see lots of academic work being posted!
Juan’s responsibilities include first aid training, inducting the Welfare Managers and Host Home recruitment, as well as assisting with the general operations of all schools. Juan has the safeguarding level 3 certificate and will therefore support Vicki Lyall with any safeguarding or welfare issues.
Most of you will have met Amber during the interview process, either on Skype or in person. It is Amber’s job to put together our amazing summer schools teams, and she does so with great enthusiasm. Amber is the person to contact for any questions regarding payroll. Please make sure you have sent all of your required documents to Amber or Vicki Winner before you arrive!
Many of you will have been in touch with Vicki in the lead up to the summer as she has been responsible for the document collection from staff working at Tavistock and Taunton. Vicki will also be conducting some HR training during the staff inductions at the schools in the south west.
Tristram is responsible for all LAL-branded materials, from your uniforms to the student cards, as well as the banners and signs you will put up around the campus. Tristram likes to visit the sites during the summer to see the fruits of his labour, so please ensure you wear your uniforms and that your centre is a good representation of the LAL brand .
Jo works closely with Tristram and has designed many of the items you will use this summer, including the student handbooks, IGL handbooks and excursion handouts for students. She may come to visit the schools with Tristram to see the LAL brand in action at the summer schools.
Daniel and Lorna spend the year speaking to agents and parents, advising them on the best LAL courses for their students’ needs. You may see them in the summer conducting agent visits around the schools.
The above organigram (organisational flow chart) explains the staffing structure we use at all of our summer schools in the UK and the USA (there will be some variation depending on the size of the summer school in question, smaller schools having fewer positions and larger schools having extra positions).
Responsible for all aspects of the course including:
- Management of staff
- Liaising with accompanying Group Leaders
- Making sure that the venue school provides a safe environment for staff, students and Group Leaders
- Liaising with LAL Head Office
- Making sure that all staff provide excellent customer service
Responsible for all aspects of the academic programme including:
- Management of teaching staff
- Liaising with accompanying Group Leaders concerning their students’ academic needs
- Making sure that the school delivers the agreed academic programme to the highest possible standard
- Delivering effective teacher training and conduct developmental observations
- Responsible for the placing of students in classes, according to their
- placement tests, both written and oral
- Liaising with LAL Head Office academic department
- Making sure that all teachers provide excellent customer service
Supported by a Senior Teacher
Responsible for all aspects of the leisure programme and transfers including:
- Management of activity staff
- Liaising with accompanying Group Leaders concerning both the leisure programme and transfers
- Making sure that the school delivers the agreed leisure programme to the
- highest possible standard
- Ensure the safety of all students during transfers, excursions and on-site activities
- Liaising with LAL Head Office
- Making sure that all activity staff provide excellent customer service
Supported by an Activity Co-ordinator and Excursion Co-ordinator, or Leisure Co-ordinator at smaller schools
Responsible for all aspects of student welfare and accommodation including:
- Management of welfare staff
- Liaising with accompanying Group Leaders concerning room allocation, accommodation and welfare issues
- Making sure that the school delivers the agreed welfare and accommodation provisions to the highest possible standard
- Ensure the safety of all students during transfers, excursions and on-site activities
- Liaising with LAL Head Office
- Making sure that all welfare staff provide excellent customer service
Supported by an Assistant Welfare Manager
Responsible for all administrative aspects of the programme including:
- Management of pocket money, deposits and registration
- Liaising with accompanying Group Leaders concerning any administrative aspect of the programme
- Safe keeping of student passports and other important documents
- Liaising with LAL Head Office
Responsible for delivering engaging and dynamic lessons in adherence to the agreed academic programme including:
- Engage and encourage students while delivering the academic programme
- Liaising with students concerning any academic issues
- Reporting directly to the DOS on a daily basis
Responsible for all aspects of accommodation and welfare including:
- Supervise and coordinate students in an on-site residence
- Waking students up and making sure they are in bed by curfew times
- Liaising with students concerning any accommodation or welfare issues
- Reporting directly to the Welfare Manager on a daily basis
Responsible for delivering the leisure programme and transfers including:
- Supervise, coordinate and ensure students safety during excursions, transfers and on-site activities
- Liaising with students concerning any excursions, transfers and on-site activities issues
- Reporting directly to the Leisure Manager on a daily basis
This summer, LAL is to be inspected by the British Council (BC) who could visit two of our summer schools. This is part of our ongoing accreditation, with full inspections taking place every four years. They will nominate one of the summer schools they intend to visit and we will find out which it is in June. The other school could be any one of the others, so all schools need to be prepared.
The BC’s main priority is to ensure that we are providing a high-quality programme for all parties involved and that our students are receiving the best possible lessons, activities, excursions, accommodation and welfare. We believe we provide this anyway, so your main role in the inspection will be evidencing what we do and how we do it. More details will be provided in your inductions.
During their visit, the inspectors will have a brief observation of most lessons and speak with any staff members, students and international group leaders (IGLs) in focus groups. In addition to your induction, it is up to all staff to ensure they are fully apprised of their role and responsibilities. There is a lot of information within this handbook and policies and procedures, and all of it is important. Please take the time to read and understand these and if anything is unclear, discuss with a senior staff member.
All LAL staff should wear LAL UK Summer Schools uniform when on duty, both on and off site. Teachers are requested to wear smart casual clothes (no jeans) for their teaching duties (see Dress Code Policy). You will also be issued with a name badge, which you should wear when on duty. You may know who you are but the students may not… even after a week.
Staff should maintain a positive and friendly relationship with colleagues, IGLs, respective host school or university staff and students alike, and promote a positive image of the summer school. It is vitally important that staff do not enter into any dispute or argument with IGLs or host school/university staff. If a problem arises, contact the Centre Manager in the first instance. If anyone enters into a vociferous argument with you, do not inflame it by shouting back. Remain calm and speak in a normal tone.
This is essential. We cannot continue to employ any member of staff who does not turn up on time, so please remember to allow sufficient time to get to your place of work, especially if you are a non-resident.
If you are ill, please be sure to call your line manager, either the night before or before 7.00am if it is the same day so we can make alternative arrangements.
Smoking is not permitted anywhere on the campus, indoors or outdoors. You are requested not to smoke in front of students while on excursions. It is also illegal for anyone under the age of 18 to buy cigarettes, so remember this if you see any of our students trying to do this. The cigarettes should be confiscated and the manager of the store informed where possible.
Any student found smoking outside while on campus will be disciplined. Any student found smoking inside a campus building or tampering with a smoke detector will be liable to re-patriation.
There is a copy of the health and safety regulations on the notice board in the Office. Toilets or wash-basins which are dirty should be reported immediately to the Welfare Manager so this can be remedied.
All staff will be asked to complete a feedback form. You will be provided with an envelope in which you can seal your completed form feedback form. This form will be opened in confidence by the Summer Schools Operations Manager and/or the Recruitment Officer.
Feedback is one of the many methods we employ to constantly improve the programme we offer and therefore your comments and suggestions are extremely important to us.
Please inform the Centre Manager immediately if there are any serious problems. Problems can usually be sorted out quickly, but they must be identified. Let us know if a student is unhappy for any reason, or if any student is showing signs of disrupting the work of the other students, by constant talking, for example. Similarly, if students express dissatisfaction with any other aspect of the course, such as their accommodation or the food, try to remain neutral but report the matter to your line manager so that it can be investigated properly.
We pride ourselves on being ready and able to respond to problems quickly and efficiently but this is only possible with your vigilance, co-operation and support.
You will be accommodated in a single or shared room on-site with shared bathroom facilities. The Welfare Manager and the Centre Manager will be responsible for allocating rooms.
Some staff may be accommodated off-site in different accommodation close to the school, or in Host Homes.
As student numbers fluctuate, so will the available accommodation blocks and for this reason the Welfare Manager may need to move staff at different points during the course. This will be kept to a bare minimum and during the later weeks when student numbers decline, there may also be more flexibility if you are not happy with your room or location.
There are a number of accommodation blocks and these are located in different parts of the campus. The map on the back of the Student Handbook will give a good indication of where you are located. Unless you are the House Parent (or acting HP) you will not be required to take part in pastoral duties, however, we expect all LAL staff to be diligent in maintaining discipline and upholding the rules. Therefore if you notice students misbehaving or in an area they shouldn’t be, please ensure that you resolve the situation and advise their House Parent ASAP.
Some of our students will be staying offsite in ‘Host Homes’. The Welfare Manager will explain more about this aspect of the course on induction.
Laundry rooms with washing machines and dryers are available to staff for free at every centre. You will be shown where these facilities are during your initial tour of the school. Please speak to your Centre Manager or Welfare Manager for more details.
The dining arrangements and meal times at each school are explained in the Student Handbook. It is also important to know that we have to provide Meal Monitors, ensuring order and efficiency. There will be a Meal Monitor Rota, and all residential members of staff will be required to participate in this. Remember, without Meal Monitors, the students cannot be served food or enter the Cafeteria.
When excursions take place students and staff are provided with packed meals for any meals they will miss at the school. It is imperative that the accompanying staff on excursions make sure the students are ready to return on time to make it back for dinner. Any potential delay should be communicated IMMEDIATELY to the Centre Manager to make provision with the kitchen staff.
Prior to excursion departure, staff will be required to assist in loading the packed meals on board the coaches. The right number of packed meals should be packed on each coach. It is important that any used items (cool boxes, ice packs etc.) are returned to the kitchen as soon as possible.
The First Aid box is kept in the Welfare Office. Make sure you know who the registered First Aid person is and that you have their phone number with you at all times. Any injuries, illnesses or near misses must be recorded on the incident log. If you need supplies from the First Aid box, check with the Welfare Manager or Centre Manager first as there are some things that cannot be administered by all staff (e.g. medication). If you use any items, you must communicate this to the Welfare Manager so that we don’t run out of anything.
If the alarm sounds, you are responsible for the students in your care. Leave the building immediately with the students and do not stop to close windows or collect any belongings. Collect the register, close the door, take your students outside via the nearest exit, go to the designated area which should be a reasonable distance from the building which you have just evacuated, call the register and report the students’ safety to the centre manager or senior member of staff on duty.
Make sure you know where the various fire exits are, and that these are pointed out to students, e.g. tell students where the exits are every time new students join your class. Please familiarise yourself with the fire drill regulations, and make sure your students are aware of what they have to do if the bell rings.
You will be shown the location of the Office and Teacher’s room during your first day. All teaching materials should be kept in this room. Any books which are to be borrowed for lesson planning should be signed for so that we know who has it.
LAL UK Summer Schools leases a photocopier for the duration of the summer school. LAL Summer Schools photocopying policy is one sheet of A4 (letter size) paper per student per lesson.
As we have our own coursebooks for students, photocopying should really be kept to a minimum. In the event of any jams or other problems, DO NOT TRY TO REPAIR IT! Report it to the Academic Manager and they will resolve the problem.
The Office phone can only be used for LAL UK Summer Schools business and should only be used for personal business in an emergency. All calls must be logged on the form kept next to the phone.
LAL Summer Schools will provide all HPs, ALs and Senior Staff with a mobile phone as quick and efficient communication is often vital during the course. These phones are for business use ONLY and the following rules must be adhered to:
- Only LAL related calls and/or texts are to be made.
- The phones will have unlimited free calls/texts between other LAL handsets to ensure that our staff can make as many calls as they feel necessary. Please use your phone as often as needed to increase communication amongst staff.
- Voicemails are not free and therefore should never be left or listened too, unless on an airport transfer shift. The basic protocol is to call a staff member and if they do not answer send a quick text discussing the purpose of the call. If you are the staff member who has missed the call, you are to call back ASAP or send a text advising why you cannot speak and when you can.
- All staff must have their phone on their person with sufficient charge during all shifts. Before excursions and transfers a full charge must be made.
- If you become aware that your credit limit is low, please advise the Welfare Manager ASAP. There should be no reason for the credit being used as all LAL calls are free so this may need investigating.
- This is a business phone number and if necessary may be given to a student. Your personal number is never to be given out to students.
- These phones are basic models so many staff prefer to use their own handset with our sim. This is fine but you must be prepared to ensure your work sim is active for the duration of your contract.
Teachers will not be provided with an LAL sim card, however there will be a spare phone that can be used. If Teachers need to use their phone for business purposes they should inform a member of the management team (unless an emergency) and LAL will cover these costs
The staff rota will be available in the Office. It has been set for the following week of the course. If you require any changes to the rota, please contact the Centre Manager and s/he will do everything possible to accommodate you. If you wish to swap a duty with another member of staff, you must check with the Centre Manager and/or Leisure Manager so they can make a decision. That swap could affect the leisure programme.
All days off or changes of shift are subject to the agreement of the Centre Manager or his/her deputy and they must not interfere with the smooth running of the course.
Arrival dates for UK Summer Schools are as below though occasionally students may arrive or depart on other days.
LAL London, St Mary’s University: Sundays
LAL Berkhamsted, Berkhamsted School: Sundays
LAL Brighton, University of Sussex: Sundays
LAL Winchester, St Swithun’s School: Mondays
LAL Taunton, Taunton School: Wednesdays
LAL Tavistock, Mount Kelly: Wednesdays
Upon arrival students need to be registered. They will hand in their pocket money and deposit, their welfare form with photo, passport/ID cards and ticket. They will be given their LAL ID cards, a wristband to identify LAL students and their Student Handbook.
Students will be advised of their departure time two days prior to their departure day and need to prepare the day before they leave. This will involve packing their bags and signing out their documents, pocket money and deposits.
Please see the Arrival and Departure Procedure for more information.
98% of our business is carried out via agents and IGLs are their eyes and ears. Therefore it is very important that we do not upset or anger them, working collaboratively to resolve any issues.
They accompany the students to and from the school and are expected to take part in the course, both accompanying their students on excursions and supervising them in the accommodation houses. The IGLs are given instructions as to what they should/have to do. Please acquaint yourself with this – both in the form of the pre-arrival information sheet and the IGL Handbook.
An IGL could be a teacher or similar who has put together the group from his/her students and friends, thus having a better connection to the students and ideally having more control over them as well. Alternatively, they could be hired by the agency and so have only just met the students themselves.
Problems arising with a student belonging to an IGL’s group should be made aware to the leader and the Centre Manager to deal with. Any issues or problems with IGLs should be brought to the Centre Manager’s attention and arguments or other conflicts are to be avoided.
An IGL is only responsible for his/her students and they cannot be expected to look after other students off-site.
It is important for all students to be actively involved in the leisure programme. There is a lot of choice but sometimes teenagers procrastinate too much when there is so much. Therefore they must be encouraged and cajoled into taking part in activities for one very good reason:
- to occupy them and thus prevent boredom
Students of this age are usually very competitive so it is a good thing to organise structured tournaments and competitions with prizes. Care should be taken not to let the competitive spirit to get out of hand, and if you are refereeing or otherwise arbitrating, be firm and decisive.
LAL UK Summer Schools has produced an Activity Manual which gives all staff information about what is needed and how to carry out the activities.
Please remember that when you are accompanying students on an excursion that you are responsible for their welfare. When students have free time they must be in groups of three or more, and a member of staff must always be present at the meeting point or another designated area known to the students should they encounter any kind of problem.
LAL UK Summer Schools has put together information about the venues that the students will be visiting. It is important that you read these excursion packs prior to going on an excursion so you can act as an informative guide.
There is also an Excursion Manual which ALL staff should read if they are involved in escorting students off-site. Please see the Leisure Programme and the Excursion Schedule for excursion dates and venues.
Assemblies are held daily, according to the centre specific Timetable. See the leisure programme for full details of when they are. Assemblies are an opportunity to inform students of what is happening that evening and the next day. If done correctly they will motivate students to participate in our Leisure Programme. It is therefore essential that all students, International Group Leaders (IGLs), and all residential staff attend. Important information is given to everyone regarding arrivals, departures, activities, lessons and general issues. It is an opportunity to communicate vital information to everyone at the same time.
Be firm and straightforward (few things are more amusing to teenagers than a foreigner raging at them in a foreign language).
- Do not let trouble brew! If a student is seriously disrupting the class/activity, take them to the Academic Manager or the Centre Manager. DO NOT BOTTLE IT UP!
- Avoid any hint of aggressive physical contact with the student, no matter how tempted you may feel.
- Remember that you set the standards in the classroom, activity or accommodation. The students will not respect you if you give them no idea as to what you consider to be acceptable and unacceptable behavior. A small minority will always push you until they know your limits – often this will be too late! By taking the students up on the small issues they will soon realise that you intend to be firm with them. If you allow them to wander in and out of the classroom as they like, arrive late without commenting on it, eat and drink in class, put their feet on the tables and so on, they will soon realise that you are a soft touch. Raging at them later will be of no use. It is better to start with a friendly, but firm attitude, and then relax a little. Maintaining a tidy and ordered classroom or activity space will have a positive effect on students’ attitude towards their class or activity, and on you as well.
- LAL UK Summer Schools is responsible for the safety of its students, and you are therefore expected to supervise them at all times on-site. Never allow more than one student to leave the classroom at a time to go to the toilet.
- If all else fails, refer the student to the Centre Manager for further disciplinary procedures.
- Under no circumstances should you shout at students, no matter how difficult they are being. Remember that they are on holiday, and to speak to them as you wish yourself to be spoken to.
While many students come in groups with their Group Leaders looking after their well-being and enjoyment, there will also be a number of students who do not come in a group. Therefore, it is important, with help from the Office, to identify and monitor them for any potential problematic situations.
An Activity Leader (AL) will be nominated to act as the Group Leader for the individual students, so they have a named person they can go to if they need help, however all staff have a duty of care to all students. House Parents should be particularly familiar with the individual students under their care.
If a student fails to arrive for a lesson or an activity, please report it to the Welfare Manager as soon as possible. In order to avoid disruption in classes, we ask teachers to leave the class register outside the classroom each lesson. The Welfare Manager (or other member of staff) will do a classroom check after the start of lessons to make sure everyone is accounted for. If a student is absent on an activity or excursion, Activity Leaders can use their LAL phones to report this to the Welfare Manager, who will take action following LAL’s policy for dealing with student absences.
Please read our Student Absence Policy for further information.
All the information needed for the students is included in the Student Handbook. Please familiarise yourself with it and if there is anything that isn’t clear, ask the Centre Manager. Teachers should incorporate the student handbook into their first lesson to ensure students are familiar with all the information contained within it.
We have a duty of care to provide the best environment for our students while they are under our charge. Their parents or guardians have entrusted LAL UK Summer Schools to look after them for the period of time they are with us and it is the responsibility of every member of staff to uphold these expectations.
If a student has a complaint for any reason then a Student Complaint Form is to be completed. These are held electronically in the office and should be printed to be completed by the student.
A student may complain about:
- A transfer
- An excursion
- A member of staff
- Another student
- A lesson
The information needed for this form is:
- Name of student
- Date of arrival and departure
- Name of LAL Summer Schools staff member who brought the student
- The date when the complaint was made
- Nature of the complaint
- What action was taken and when?
- Who dealt with the complaint?
- Was the student informed of the action taken?
When the student has told you their problem, deal with it. If you are not able to deal with it then this must be passed on to the Centre Manager. The Centre Manager must be informed of any student complaint, however trivial it may seem.
Any action should be written on the form and added to the Incident Log.
When the problem has been resolved, file it in the Welfare File and let the Centre Manager know.
Complaints should be acted on immediately if possible and certainly before the end of the day.
- Physical (inflicting pain or injury)
- Sexual (used by others to meet sexual needs)
- Emotional (denied love and affection, rejection)
- Neglect (basic needs not met)
- Racial (based on prejudice)
- Material (theft, deception)
- Self (drugs, eating disorder)
- Environmental (occurring in institutional setting)
Many forms of abuse can involve one or more of the above categories. Virtually all forms of abuse involve emotional abuse.
- Hitting, biting, burning, starvation, torture, excessive cold or heat
- Physical or verbal, sexual contact, exposure to pornography
- Threats, humiliation, domination, controlling, manipulative behavior
- Extracting money, theft, cheating
- Drug misuse, self-mutilation, over-eating and under-eating
- Failure to provide food, warmth, shelter, health needs
Emotional abuse can also be subtler and even unintended. For example, giving your child responsibility when they are not ready for it.
We are committed to providing a caring, friendly and safe environment for all of our students so they can learn in a relaxed and secure atmosphere. Bullying of any kind is unacceptable at our school. If bullying does occur, all students should be able to report it and know that incidents will be dealt with promptly and effectively.
Bullying is the use of aggression with the intention of hurting another person. Bulling results in pain and distress to the victim.
Bullying can be:
- Emotional – being unfriendly, excluding, tormenting (e.g. hiding books, threatening gestures)
- Physical – pushing, kicking, hitting, punching or any use of violence
- Racist – racial taunts, graffiti, gestures
- Sexual – unwanted physical contact or sexually abusive comments
- Homophobic – because of, or focusing on the issue of sexuality
- Verbal – name-calling, sarcasm, spreading rumors, teasing
Bullying hurts. No one deserves to be a victim of bullying. Everybody has the right to be treated with respect.
As a language school teaching Young Learners we have a responsibility to respond promptly and effectively to issues of bullying.
Should any student become aware of bullying behaviour they should report it to a member of staff immediately.
Should any member of staff become aware of bullying behaviour, they should report it to a member of LAL Summer Schools staff immediately.
- All teaching staff, non-teaching staff and students should have an understanding of what bullying is.
- All teaching, non-teaching staff and students should know what the school policy is on bullying, and follow it when bullying is reported to occur.
- As a school we take bullying seriously. Students and parents should be assured that they will be supported when bullying is reported.
- Bullying will not be tolerated.
A child may indicate by signs or behaviour that he or she is being bullied. Adults should be aware of these possible signs and that they should investigate if a child:
- Changes their usual routine
- Is unwilling to go to class
- Becomes withdrawn, anxious, or lacking in confidence
- Starts stammering
- Attempts or threatens suicide or runs away
- Cries themselves to sleep at night or has nightmares
- Feels ill in the morning
- Begins to do poorly in school work
- Appears with clothes torn or books damaged
- Has possessions go missing
- Asks for money or starts stealing money
- Has dinner or other monies continually lost
- Has unexplained cuts or bruises
- Becomes aggressive, disruptive or unreasonable
- Bullies other children
- Stops eating
- Is frightened to say what is wrong
- Gives improbable excuses for any of the above
These signs and behaviors could indicate other problems, but bullying should be considered a possibility and should be investigated.
- Report bullying incidents to welfare staff.
- All incidents to be recorded by welfare staff.
- The bullying behavior or threats of bullying must be investigated and the bullying stopped quickly.
- An attempt will be made to help the bully or bullies change their behaviour.
- In serious cases parents are to be informed.
- If necessary and appropriate, police will be consulted.
- The bully or bullies may be asked to genuinely apologise. Other sanctions may take place.
- If possible, the students will be reconciled.
- In serious cases, suspension or even an early departure from the school will be considered.
- The case will be monitored to ensure repeated bullying does not take place.
A student who has decided to tell you about a serious incident relating to his/her welfare.
- Always take disclosure seriously. This does not mean that you have to believe what is being said. You must treat the matter as if it did happen, do not dismiss what they say.
- Be calm and reassuring – do not express emotion such as dismay or disgust. Do not make comments or judgments.
- Record exactly what is said. Do not express opinions. Give all facts such as time and date. Write your report as soon as possible after the disclosure.
- Do not ask leading questions, do not put words in their mouth, and do not pressurise them for details. Do not make any assurances about what will happen.
- Never promise to keep a secret.
- Do not tamper with or remove forensic evidence, such as allowing a change of clothes or a bath in order to make the person feel more comfortable.
- Never warn or contact the alleged abuser.
- Reassure them that telling you was the right thing to do.
- Explain clearly what you are going to do next.
- Follow your own reporting procedures.
Remember – disclosure may be full and open, but may also be partial or hidden (e.g. hinting, changing story or may talk in general terms and look for your reaction).
The above, along with our other manuals, policies, procedures and your induction should provide a very clear image of what needs to be done by when and how to do it. Please ensure you have read all of this information prior to your induction so any concerns or queries can be raised then. As always, never hesitate to turn to others for ideas, suggestions or support and always encourage others to do the same. That is the key to a successful and happy team. We look forward to having you on board.