{"component": "clause", "props": {"groups": [{"snippet_links": [{"key": "pursuant-to", "type": "definition", "offset": [0, 11]}, {"key": "the-act", "type": "clause", "offset": [35, 42]}, {"key": "school-corporation", "type": "definition", "offset": [48, 66]}, {"key": "informal-complaint-resolution-process", "type": "clause", "offset": [86, 123]}, {"key": "provide-a", "type": "definition", "offset": [134, 143]}, {"key": "to-students", "type": "clause", "offset": [149, 160]}, {"key": "annual-compliance-reporting", "type": "clause", "offset": [198, 225]}, {"key": "policies-and-procedures", "type": "clause", "offset": [232, 255]}, {"key": "consistent-with-applicable-law", "type": "clause", "offset": [265, 295]}, {"key": "change-to", "type": "clause", "offset": [373, 382]}, {"key": "prior-to", "type": "clause", "offset": [438, 446]}], "snippet": "Pursuant to \u00a7 38-1802.04(c)(13) of the Act, the School Corporation shall establish an informal complaint resolution process and shall provide a copy to students, parents, and DC PCSB as part of the Annual Compliance Reporting. Such policies and procedures shall be consistent with applicable law. The School Corporation shall provide DC PCSB written notice of any material change to its complaint resolution process at least three months prior to adoption.", "samples": [{"hash": "cWVu9Ndz3aW", "uri": "/contracts/cWVu9Ndz3aW#complaint-resolution-process", "label": "Charter School Agreement", "score": 32.3323707581, "published": true}, {"hash": "6os6P3SM1b", "uri": "/contracts/6os6P3SM1b#complaint-resolution-process", "label": "Charter School Renewal Agreement", "score": 32.2849159241, "published": true}, {"hash": "fnHO3lIooqJ", "uri": "/contracts/fnHO3lIooqJ#complaint-resolution-process", "label": "Charter School Agreement", "score": 32.256401062, "published": true}], "size": 33, "hash": "313586994afda36c5e2788ea492dbf14", "id": 1}, {"snippet_links": [{"key": "the-application", "type": "clause", "offset": [166, 181]}, {"key": "terms-of-this-agreement", "type": "clause", "offset": [207, 230]}, {"key": "suspension-of", "type": "clause", "offset": [284, 297]}, {"key": "probationary-employee", "type": "definition", "offset": [300, 321]}, {"key": "permanent-status", "type": "clause", "offset": [334, 350]}, {"key": "not-included", "type": "clause", "offset": [395, 407]}, {"key": "definition-of-grievances", "type": "clause", "offset": [415, 439]}, {"key": "article-16", "type": "definition", "offset": [455, 465]}, {"key": "settling-complaints", "type": "clause", "offset": [508, 527]}, {"key": "attention-of", "type": "definition", "offset": [567, 579]}, {"key": "the-procedures", "type": "definition", "offset": [610, 624]}, {"key": "this-article", "type": "definition", "offset": [638, 650]}, {"key": "working-days", "type": "clause", "offset": [672, 684]}, {"key": "action-or-inaction", "type": "clause", "offset": [714, 732]}, {"key": "submission-of", "type": "clause", "offset": [768, 781]}, {"key": "receipt-of-a", "type": "clause", "offset": [848, 860]}, {"key": "the-response", "type": "clause", "offset": [901, 913]}, {"key": "calendar-days", "type": "clause", "offset": [1013, 1026]}, {"key": "allotted-time", "type": "definition", "offset": [1158, 1171]}, {"key": "by-the-association", "type": "clause", "offset": [1220, 1238]}, {"key": "time-frames", "type": "clause", "offset": [1249, 1260]}, {"key": "by-mutual-agreement", "type": "definition", "offset": [1277, 1296]}, {"key": "the-employer-and-the-association", "type": "clause", "offset": [1352, 1384]}, {"key": "the-facts", "type": "clause", "offset": [1414, 1423]}, {"key": "the-rules", "type": "clause", "offset": [1446, 1455]}, {"key": "remedy-requested", "type": "clause", "offset": [1518, 1534]}, {"key": "adjustments-to", "type": "clause", "offset": [1536, 1550]}, {"key": "agreement-or", "type": "definition", "offset": [1591, 1603]}, {"key": "written-policies", "type": "definition", "offset": [1615, 1631]}, {"key": "in-writing", "type": "clause", "offset": [1673, 1683]}, {"key": "original-complaint", "type": "definition", "offset": [1703, 1721]}], "snippet": "A. A complaint is defined as: (1) any controversy, dispute, or disagreement arising between the Association or the employee(s) and the Employer that does not concern the application or interpretation of the terms of this Agreement, or (2) is the appeal of the discharge, demotion, or suspension of a probationary employee not holding permanent status in another classification. Such matters are not included in the definition of grievances as provided in Article 16. The following shall be the sole means of settling complaints.\n\u2587. A complaint must be brought to the attention of the Employer, consistent with the procedures set forth in this Article, within fifteen (15) working days of the effective date of the action or inaction, whichever is later. Deadlines for submission of a complaint at succeeding steps shall be counted from the date of receipt of a response from the Employer, or the date the response is due, whichever is earlier. Date of receipt of a complaint or response shall be either seven (7) calendar days following date of postmark or the date of signed verification of receipt.\nC. If the Employer fails to render a decision within the allotted time, the complaint may be advanced to the next step by the Association. Allotted time frames may be extended by mutual agreement.\nD. Complaints shall be processed on forms approved by the Employer and the Association.\n\u2587. The complaint will state the facts from which it arises, the rules, procedures, or conditions which should be considered and the remedy requested. Adjustments to complaints shall not conflict with this Agreement or applicable written policies, laws, or regulations. Appeals should be in writing with a copy of the original complaint attached.", "samples": [{"hash": "lUvsCzJvHEL", "uri": "/contracts/lUvsCzJvHEL#complaint-resolution-process", "label": "Collective Bargaining Agreement", "score": 28.5653781891, "published": true}, {"hash": "cd8YmoMceaN", "uri": "/contracts/cd8YmoMceaN#complaint-resolution-process", "label": "Collective Bargaining Agreement", "score": 22.647190094, "published": true}], "size": 7, "hash": "8bb72af9dc6b329cf05a15042103d8d7", "id": 2}, {"snippet_links": [{"key": "for-the-purpose-of-this-agreement", "type": "clause", "offset": [0, 33]}, {"key": "a-grievance", "type": "definition", "offset": [35, 46]}, {"key": "the-company-and-the-union", "type": "clause", "offset": [84, 109]}, {"key": "entered-into", "type": "clause", "offset": [166, 178]}, {"key": "concerning-the", "type": "clause", "offset": [179, 193]}, {"key": "violation-of-this-agreement", "type": "clause", "offset": [249, 276]}, {"key": "the-parties-recognize", "type": "clause", "offset": [278, 299]}, {"key": "best-interests", "type": "definition", "offset": [312, 326]}, {"key": "the-employees", "type": "clause", "offset": [330, 343]}, {"key": "and-the-company", "type": "clause", "offset": [355, 370]}, {"key": "this-article", "type": "definition", "offset": [388, 400]}, {"key": "should-be-placed", "type": "definition", "offset": [401, 417]}, {"key": "resolving-complaints", "type": "clause", "offset": [421, 441]}], "snippet": "For the purpose of this Agreement, a grievance is defined as any difference between the Company and the Union and/or those parties on whose behalf this Agreement was entered into concerning the interpretation, application, administration or alleged violation of this Agreement. The parties recognize that in the best interests of the employees, the Union and the Company, the emphasis in this Article should be placed on resolving complaints at the lowest possible level and in an expedited manner.", "samples": [{"hash": "jV6k4n88MR8", "uri": "/contracts/jV6k4n88MR8#complaint-resolution-process", "label": "Collective Bargaining Agreement", "score": 28.1862106323, "published": true}, {"hash": "9qkvaj96tum", "uri": "/contracts/9qkvaj96tum#complaint-resolution-process", "label": "Collective Bargaining Agreement", "score": 28.1482830048, "published": true}, {"hash": "AYWv3Tzccl", "uri": "/contracts/AYWv3Tzccl#complaint-resolution-process", "label": "Collective Bargaining Agreement", "score": 23.8373908997, "published": true}], "size": 6, "hash": "2fdab280fe78c6f212cbf49337963cb3", "id": 3}, {"snippet_links": [{"key": "a-dispute", "type": "definition", "offset": [12, 21]}, {"key": "customer-service", "type": "definition", "offset": [61, 77]}, {"key": "please-contact", "type": "clause", "offset": [79, 93]}, {"key": "customer-care", "type": "definition", "offset": [98, 111]}, {"key": "department-of", "type": "clause", "offset": [112, 125]}, {"key": "participate-in", "type": "definition", "offset": [221, 235]}, {"key": "complete-and-return-to", "type": "definition", "offset": [339, 361]}, {"key": "certain-documentation", "type": "clause", "offset": [370, 391]}, {"key": "relating-to", "type": "definition", "offset": [392, 403]}, {"key": "a-member-of", "type": "clause", "offset": [440, 451]}, {"key": "additional-information", "type": "clause", "offset": [509, 531]}, {"key": "and-review", "type": "clause", "offset": [616, 626]}, {"key": "health-and-wellness", "type": "clause", "offset": [713, 732]}, {"key": "health-insurance-portability-and-accountability-act", "type": "definition", "offset": [780, 831]}, {"key": "the-service-provider", "type": "definition", "offset": [849, 869]}, {"key": "to-discuss", "type": "definition", "offset": [870, 880]}, {"key": "the-issue", "type": "clause", "offset": [881, 890]}, {"key": "legal-forum", "type": "clause", "offset": [917, 928]}, {"key": "at-any-time", "type": "clause", "offset": [951, 962]}, {"key": "a-party", "type": "clause", "offset": [971, 978]}, {"key": "an-arbitrator", "type": "clause", "offset": [1056, 1069]}, {"key": "provide-legal-advice", "type": "clause", "offset": [1083, 1103]}, {"key": "legal-services", "type": "definition", "offset": [1134, 1148]}, {"key": "consult-with-an-attorney", "type": "clause", "offset": [1284, 1308]}, {"key": "you-agree", "type": "clause", "offset": [1438, 1447]}, {"key": "limitations-of-liability", "type": "definition", "offset": [1524, 1548]}, {"key": "including-without-limitation", "type": "clause", "offset": [1550, 1578]}, {"key": "sections-10", "type": "clause", "offset": [1601, 1612]}, {"key": "service-providers", "type": "definition", "offset": [1621, 1638]}, {"key": "warranty-disclaimer", "type": "clause", "offset": [1645, 1664]}, {"key": "limitation-of-liability", "type": "definition", "offset": [1675, 1698]}], "snippet": "If You have a dispute with an active chosen plan or with our customer service, please contact the Customer Care Department of CamCare for a resolution (the \u201cComplaint Resolution Process\u201d or the \u201cCRP\u201d). You may request to participate in the CRP through our email or by contacting a member care representative. You then will be requested to complete and return to CamCare certain documentation relating to Your complaint. Shortly thereafter, a member of our Complaint Resolution Team will contact You to obtain additional information and understand Your desired resolution. The Complaint Resolution Team will research and review Your complaint and work hard to obtain a desired resolution. For complaints involving health and wellness participants, we will ask You to sign a HIPAA (Health Insurance Portability and Accountability Act) waiver to allow the Service Provider to discuss the issue with us. The CRP is not a legal forum and CamCare does not, at any time, become a party to Your dispute with the Service Provider. CamCare is neither a mediator nor an arbitrator and does not provide legal advice or assistance. If You believe legal services are necessary or would be helpful to resolve Your dispute with a Health and Wellness Participant (Provider), CamCare encourages You to consult with an attorney. CamCare does not guarantee that Your participation in the CRP will result in a satisfactory outcome or Your desired resolution. You agree that, by offering the CRP, CamCare does not waive any of its disclaimers or limitations of liability, including without limitation those set forth under Sections 10 and 11 (Service Providers), 20 (Warranty Disclaimer), and 21 (Limitation of Liability).", "samples": [{"hash": "7L4tpFgy3o0", "uri": "/contracts/7L4tpFgy3o0#complaint-resolution-process", "label": "Membership Agreement", "score": 27.4831027985, "published": true}, {"hash": "8zv3jPZoSCE", "uri": "/contracts/8zv3jPZoSCE#complaint-resolution-process", "label": "Membership Agreement", "score": 27.1902046204, "published": true}, {"hash": "2T4rDMLmHiX", "uri": "/contracts/2T4rDMLmHiX#complaint-resolution-process", "label": "Membership Agreement", "score": 26.8781433105, "published": true}], "size": 5, "hash": "f8179953f0184a967311328cdfe1156f", "id": 4}, {"snippet_links": [{"key": "customer-service-complaints", "type": "clause", "offset": [44, 71]}, {"key": "other-concerns", "type": "clause", "offset": [75, 89]}, {"key": "relating-to", "type": "definition", "offset": [90, 101]}, {"key": "your-card", "type": "clause", "offset": [102, 111]}, {"key": "our-contact-information", "type": "clause", "offset": [168, 191]}, {"key": "set-out", "type": "definition", "offset": [195, 202]}, {"key": "end-of-this-agreement", "type": "clause", "offset": [210, 231]}], "snippet": "Please get in touch with us if you have any customer service complaints or other concerns relating to your Card or Account. Our complaint resolution process and all of our contact information is set out at the end of this Agreement.", "samples": [{"hash": "31weSq8xFxP", "uri": "/contracts/31weSq8xFxP#complaint-resolution-process", "label": "Refresh Secured Credit Card Cardholder Agreement", "score": 23.0472278595, "published": true}, {"hash": "2cdc4QTsG5T", "uri": "/contracts/2cdc4QTsG5T#complaint-resolution-process", "label": "Refresh Secured Credit Card Cardholder Agreement", "score": 23.0472278595, "published": true}, {"hash": "i2HCWJOA91m", "uri": "/contracts/i2HCWJOA91m#complaint-resolution-process", "label": "Credit Card Agreement", "score": 22.9048595428, "published": true}], "size": 4, "hash": "f6cebf506e39b6601a80697a6a3da378", "id": 5}, {"snippet_links": [{"key": "the-parties-shall", "type": "clause", "offset": [0, 17]}, {"key": "develop-and-implement", "type": "clause", "offset": [18, 39]}, {"key": "complaint-resolution", "type": "clause", "offset": [63, 83]}, {"key": "school-community", "type": 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"points-of-contact-for-sharing-student-information", "type": "clause", "offset": [7170, 7219]}, {"key": "employees-may", "type": "clause", "offset": [7353, 7366]}, {"key": "key-points-of-contact", "type": "clause", "offset": [7376, 7397]}, {"key": "sharing-information", "type": "clause", "offset": [7402, 7421]}, {"key": "law-enforcement-unit", "type": "definition", "offset": [7724, 7744]}, {"key": "family-educational-rights-and-privacy-act", "type": "clause", "offset": [7764, 7805]}], "snippet": "The Parties shall develop and implement a simple and objective complaint resolution system for all members of the school community to register concerns that may arise with respect to the SRO or the Program. The system shall comply with Police Department policies and shall provide for timely communication of the resolution of the complaint to the complainant. The system shall also allow parents and guardians to submit complaints in their preferred language and in a confidential manner that protects the identity of the complainant from the SRO consistent with the SRO\u2019s due process rights and any applicable employment protections. All students, parents, guardians, teachers, and administrators shall be informed of the complaint resolution system and procedures at the beginning of each school year. The Parties shall develop and implement a system that allows for the SRO and other Police Department officers to register concerns, including concerns about misconduct by teachers or administrators, that may arise with respect to the Program. In accordance with state law, the Chief and the Superintendent shall annually review the performance of the SRO and the success and effectiveness of the Program in meeting the Goals and Objectives. [NOTE: Some programs may wish to have more frequent reviews.] The review shall be conducted at the end of each school year in a meeting among the SRO, the Chief, and the Superintendent. A copy of the review shall be supplied to each attendee. The Chief and Superintendent shall jointly develop and agree in advance on the metrics for measuring the SRO\u2019s performance and the success and effectiveness of the Program. The review shall include measures that reward the SRO\u2019s performance, subject to the terms of any applicable collective bargaining agreements, for compliance with the terms of this Agreement and the SRO\u2019s contributions to achieving the mission, purpose, goals, and objectives as set forth in Sections I and II. The review shall consider SRO efforts to prevent unnecessary student arrests, citations, court referrals, and other use of police authority. The review shall also assess the extent of the SRO\u2019s positive interactions with students, families, and staff and the SRO\u2019s participation in collaborative approaches to problem-solving, prevention, and de-escalation. The Chief and Superintendent shall provide a mechanism for receiving feedback from the school community, including principal(s), teachers, students, and families of the school(s) to which the SRO is assigned. The Chief shall seriously consider any such feedback and shall make a good faith effort to address any concerns raised; however, the final selection and assignment of the SRO shall be within the sole discretion of the Chief. If the Superintendent recommends that the SRO not be assigned to a specific school, the Chief shall provide an explanation of any decision to maintain the SRO\u2019s assignment. The Parties agree that school officials and the SRO play important and distinct roles in responding to student misbehavior to ensure school safety and promote a positive and supportive learning environment for all students. The principal or his or her designee shall be responsible for student code of conduct violations and routine disciplinary violations. The SRO shall be responsible for investigating and responding to criminal misconduct. The Parties acknowledge that many acts of student misbehavior that may contain all the necessary elements of a criminal offense are best handled through the school\u2019s disciplinary process. The SRO shall read and understand the student code of conduct for both the District and the school. The principal (or his or her designee) and the SRO shall use their reasoned professional judgment and discretion to determine whether SRO involvement is appropriate for addressing student misbehavior. In such instances, the guiding principle is whether misbehavior rises to the level of criminal conduct that poses (1) real and substantial harm or threat of harm to the physical or psychological well-being of other students, school personnel, or members of the community or (2) real and substantial harm or threat of harm to the property of the school. In instances of student misbehavior that do not require a law enforcement response, the principal or his or her designee shall determine the appropriate disciplinary response. The principal or his or her designee should prioritize school- or community-based accountability programs and services, such as peer mediation, restorative justice, and mental health resources, whenever possible. For student misbehavior that requires immediate intervention to maintain safety (whether or not the misbehavior involves criminal conduct), the SRO may act to deescalate the immediate situation and to protect the physical safety of members of the school community. To this end, school personnel may request the presence of the SRO when they have a reasonable fear for their safety or the safety of students or other personnel. When the SRO or other Police Department employees have opened a criminal investigation, school personnel shall not interfere with such investigation or act as agents of law enforcement. To protect their roles as educators, school personnel shall only assist in a criminal investigation as witnesses or to otherwise share information consistent with Section V, except in cases of emergency. Nothing in this paragraph shall preclude the principal or his or her designee from undertaking parallel disciplinary or administrative measures that do not interfere with a criminal investigation. A student shall only be arrested on school property or at a school-related event as a last resort or when a warrant requires such an arrest. The principal or his or her designee shall be consulted prior to an arrest whenever practicable, and the student\u2019s parent or guardian shall be notified as soon as practicable after an arrest. In the event of an investigation by the SRO that leads to custodial questioning of a juvenile student, the SRO shall notify the student\u2019s parent or guardian in advance and offer them the opportunity to be present during the interview. It shall be the responsibility of the District to make teachers and other school staff aware of the distinct roles of school administration and SROs in addressing student misbehavior, consistent with this Section and this Agreement, as well as the Standard Operating Procedures accompanying this Agreement and described in Section VIII. The Parties acknowledge the benefit of appropriate information sharing for improving the health and safety of students but also the importance of limits on the sharing of certain types of student information by school personnel. The Parties also acknowledge that there is a distinction between student information shared for law enforcement purposes and student information shared to support students and connect them with necessary mental health, community-based, and related services. In order to facilitate prompt and clear communications, the Parties acknowledge that the principal (or his or her designee) and the SRO are the primary points of contact for sharing student information in accordance with this Agreement. The Parties also acknowledge that, in some instances, other school officials or Police Department employees may serve as key points of contact for sharing information. Such school officials and Police Department employees are identified below [identify by title, not name]: __________________________________ \u00ad\u00ad\u00ad\u00ad\u00ad\u00ad\u00ad\u00ad__________________________________ \u00ad\u00ad\u00ad\u00ad\u00ad\u00ad\u00ad\u00ad__________________________________ Such Police Department employees are considered a part of the District\u2019s \u201cLaw Enforcement Unit\u201d as defined in the Family Educational Rights and Privacy Act (\u201cFERPA\u201d) (20 U.S.C. \u00a7 1232g).", "samples": [{"hash": "KMrGFxDxWA", "uri": "/contracts/KMrGFxDxWA#complaint-resolution-process", "label": "Memorandum of Understanding", "score": 27.6747169495, "published": true}, {"hash": "rNyR29vg5D", "uri": "/contracts/rNyR29vg5D#complaint-resolution-process", "label": "Memorandum of Understanding", "score": 23.3394927979, "published": true}], "size": 3, "hash": "7fcca047b2845244185f051591ceaa5a", "id": 6}, {"snippet_links": [{"key": "resolving-complaints", "type": "clause", "offset": [84, 104]}, {"key": "defined-in-section", "type": "clause", "offset": [108, 126]}], "snippet": "20.6.1 The Complaint Resolution Process shall be the sole and exclusive process for resolving complaints as defined in Section 20.2.3.", "samples": [{"hash": "lW4MIvgorVW", "uri": "/contracts/lW4MIvgorVW#complaint-resolution-process", "label": "Collective Bargaining Agreement", "score": 21.0, "published": true}, {"hash": "3b433wVcXSS", "uri": "/contracts/3b433wVcXSS#complaint-resolution-process", "label": "Collective Bargaining Agreement", "score": 21.0, "published": true}], "size": 2, "hash": "b207da35d8aa086a7c9ce7f0cf2be2e4", "id": 7}, {"snippet_links": [{"key": "a-dispute", "type": "definition", "offset": [7, 16]}, {"key": "this-agreement", "type": "clause", "offset": [30, 44]}, {"key": "the-beneficiary", "type": "definition", "offset": [46, 61]}, {"key": "first-contact", "type": "definition", "offset": [69, 82]}, {"key": "plan-manager", "type": "definition", "offset": [87, 99]}, {"key": "the-dispute", "type": "clause", "offset": [140, 151]}, {"key": "attempt-to-resolve", "type": "clause", "offset": [210, 228]}, {"key": "direct-discussions", "type": "clause", "offset": [240, 258]}, {"key": "mutual-cooperation", "type": "clause", "offset": [274, 292]}, {"key": "procedure-to-be-followed", "type": "clause", "offset": [379, 403]}, {"key": "in-the-event-of", "type": "clause", "offset": [404, 419]}, {"key": "controversies-or-disputes", "type": "clause", "offset": [428, 453]}, {"key": "authorized-legal-representative", "type": "definition", "offset": [519, 550]}, {"key": "the-investment-advisor", "type": "clause", "offset": [596, 618]}, {"key": "the-investment-manager", "type": "definition", "offset": [620, 642]}, {"key": "the-custodian", "type": "definition", "offset": [648, 661]}, {"key": "respective-affiliates", "type": "definition", "offset": [672, 693]}, {"key": "employees-and-agents", "type": "clause", "offset": [716, 736]}, {"key": "related-to", "type": "definition", "offset": [907, 917]}, {"key": "account-transactions", "type": "definition", "offset": [943, 963]}, {"key": "other-administrative-matters", "type": "clause", "offset": [967, 995]}, {"key": "the-parties-will", "type": "clause", "offset": [1029, 1045]}, {"key": "submit-to", "type": "definition", "offset": [1046, 1055]}, {"key": "binding-mediation", "type": "clause", "offset": [1060, 1077]}, {"key": "the-location", "type": "clause", "offset": [1138, 1150]}, {"key": "the-terms-and-conditions", "type": "definition", "offset": [1226, 1250]}, {"key": "settlement-agreement", "type": "clause", "offset": [1271, 1291]}, {"key": "following-the", "type": "definition", "offset": [1309, 1322]}, {"key": "the-mediation-process", "type": "clause", "offset": [1443, 1464]}, {"key": "court-of-law", "type": "definition", "offset": [1501, 1513]}, {"key": "between-the-parties", "type": "clause", "offset": [1534, 1553]}, {"key": "owned-by", "type": "definition", "offset": [1582, 1590]}, {"key": "the-treasurer", "type": "clause", "offset": [1603, 1616]}], "snippet": "Should a dispute arise out of this Agreement, the Beneficiary should first contact the Plan Manager to attempt resolution within 60 days of the dispute arising. The Beneficiary and the Plan Manager shall first attempt to resolve it through direct discussions in a spirit of mutual cooperation. The parties hereby establish the following out of court alternate dispute resolution procedure to be followed in the event of certain controversies or disputes involving STABLE or this Agreement that may arise between (a) an Authorized Legal Representative and/or Beneficiary and (b) the Plan Manager, the Investment Advisor, the Investment Manager, and the Custodian, or their respective affiliates, officers, directors, employees and agents (collectively, the \u201cPlan Parties\u201d). If a dispute develops between an Authorized Legal Representative and the Plan Parties or between the Beneficiary and the Plan Parties related to the Beneficiary\u2019s STABLE Account transactions or other administrative matters involving a STABLE Account, then the parties will submit to non binding mediation to address the dispute. The parties will mutually determine the location, date, duration, and process for any such mediation effort and be bound by the terms and conditions as set forth in any settlement agreement that is executed following the mediation. Adjudication of any controversies between a Beneficiary and the Plan Parties that cannot be resolved through the mediation process described above shall be heard in a court of law. Some controversies between the parties may involve claims that are owned by the Plan or the Treasurer and can only be brought by the Treasurer. This provision is not intended to cover such claims.", "samples": [{"hash": "itr6hmm3Imh", "uri": "/contracts/itr6hmm3Imh#complaint-resolution-process", "label": "Plan Disclosure Statement and Participation Agreement", "score": 24.0924034119, "published": true}, {"hash": "4sPAIRwlLT4", "uri": "/contracts/4sPAIRwlLT4#complaint-resolution-process", "label": "Plan Disclosure Statement and Participation Agreement", "score": 24.0924034119, "published": true}], "size": 2, "hash": "bb335b4342ab30827c70e8f272896177", "id": 8}, {"snippet_links": [{"key": "service-complaint", "type": "definition", "offset": [38, 55]}, {"key": "contractor-will", "type": "clause", "offset": [89, 104]}, {"key": "attempt-to-resolve", "type": "clause", "offset": [130, 148]}, {"key": "satisfaction-of", "type": "clause", "offset": [170, 185]}, {"key": "person-or-entity", "type": "definition", "offset": [190, 206]}, {"key": "in-writing", "type": "clause", "offset": [365, 375]}, {"key": "to-contractor", "type": "definition", "offset": [376, 389]}, {"key": "management-team", "type": "clause", "offset": [392, 407]}, {"key": "contractor-shall", "type": "clause", "offset": [423, 439]}, {"key": "notify-the", "type": "clause", "offset": [440, 450]}, {"key": "the-president", "type": "clause", "offset": [515, 528]}, {"key": "of-contractor", "type": "clause", "offset": [529, 542]}, {"key": "escalation-process", "type": "clause", "offset": [669, 687]}, {"key": "determine-whether", "type": "clause", "offset": [798, 815]}, {"key": "subject-of", "type": "clause", "offset": [833, 843]}, {"key": "performance-issue", "type": "definition", "offset": [857, 874]}, {"key": "iana-naming-function", "type": "definition", "offset": [965, 985]}, {"key": "terms-of-this-contract", "type": "clause", "offset": [1002, 1024]}, {"key": "consistent-with-the", "type": "clause", "offset": [1137, 1156]}, {"key": "terms-and", "type": "clause", "offset": [1157, 1166]}, {"key": "the-issue", "type": "clause", "offset": [1220, 1229]}, {"key": "review-process", "type": "definition", "offset": [1331, 1345]}, {"key": "an-independent", "type": "clause", "offset": [1356, 1370]}, {"key": "the-performance", "type": "clause", "offset": [1509, 1524]}, {"key": "iana-problem-resolution-process", "type": "clause", "offset": [1543, 1574]}, {"key": "section-82", "type": "clause", "offset": [1588, 1599]}], "snippet": "(a) If Contractor receives a customer service complaint from a customer (a \u201cComplaint\u201d), Contractor will review the Complaint and attempt to resolve it to the reasonable satisfaction of the person or entity who brought the Complaint (the \u201cComplainant\u201d) as soon as reasonably practicable. If the Complaint is not so resolved, the Complainant may escalate the matter in writing to Contractor\u2019s management team, in which case Contractor shall notify the CSC. If the Complaint is still not resolved, the Complainant or the President of Contractor may escalate the matter in writing to ICANN\u2019s Ombudsman.\n(b) If (i) a Complainant is a customer and (ii) after completing the escalation process provided for in Section 8.1(a), the Complaint is still not resolved, then (A) the CSC may conduct a review to determine whether the Complaint is subject of a persistent performance issue of Contractor or an indication of a systemic problem with Contractor\u2019s performance of the IANA Naming Function pursuant to the terms of this Contract (a \u201cPerformance Issue\u201d) and (B) the Complainant may (x) request mediation, which shall be conducted in a manner consistent with the terms and process set forth below in Section 8.1(c) and (y) if the issue is not resolved following such mediation and the Complaint meets the requirements of the Independent Review Process, initiate an Independent Review Process (as defined in the ICANN\u2019s Bylaws). If the CSC determines that a Performance Issue exists, the CSC may seek remediation of the Performance Issue through the IANA Problem Resolution Process described in Section 8.2.", "samples": [{"hash": "dIqGnWTtiWs", "uri": "/contracts/dIqGnWTtiWs#complaint-resolution-process", "label": "Iana Naming Function Contract", "score": 26.3059539795, "published": true}, {"hash": "cmx4f4AxceK", "uri": "/contracts/cmx4f4AxceK#complaint-resolution-process", "label": "Iana Naming Function Contract", "score": 24.3730316162, "published": true}], "size": 2, "hash": "c2a96ddf573eb6c4c3ce002a15356a70", "id": 9}, {"snippet_links": [{"key": "in-place", "type": "clause", "offset": [22, 30]}, {"key": "to-city", "type": "definition", "offset": [50, 57]}, {"key": "commencement-of-this-agreement", "type": "clause", "offset": [71, 101]}, {"key": "provided-services", "type": "clause", "offset": [238, 255]}, {"key": "a-copy-of", "type": "clause", "offset": [292, 301]}, {"key": "complaints-and", "type": "clause", "offset": [314, 328]}, {"key": "relating-to", "type": "definition", "offset": [366, 377]}, {"key": "individual-complaint", "type": "clause", "offset": [382, 402]}, {"key": "efforts-to-minimize", "type": "clause", "offset": [434, 453]}], "snippet": "Contractor shall have in place and make available to City prior to the commencement of this Agreement a Complaint Resolution Process. Such Process shall be used to address third-party complaints against the manner in which Contractor has provided services hereunder. Contractor shall provide a copy of any written complaints and any information and/or documentation relating to any individual complaint. Contractor shall use its best efforts to minimize complaints and resolve disputes with third-parties.", "samples": [{"hash": "dwFtsDOoXKe", "uri": "/contracts/dwFtsDOoXKe#complaint-resolution-process", "label": "Municipal Wrecker Services Agreement", "score": 34.4842720032, "published": true}, {"hash": "bU2UyCTzIIc", "uri": "/contracts/bU2UyCTzIIc#complaint-resolution-process", "label": "Municipal Wrecker Services Agreement", "score": 34.0111122131, "published": true}], "size": 2, "hash": "18eebdd54cd1bc18fa0cab13949e08ab", "id": 10}], "next_curs": "CmUSX2oVc35sYXdpbnNpZGVyY29udHJhY3RzckELEhZDbGF1c2VTbmlwcGV0R3JvdXBfdjU2IiVjb21wbGFpbnQtcmVzb2x1dGlvbi1wcm9jZXNzIzAwMDAwMDBhDKIBAmVuGAAgAA==", "clause": {"children": [["procedure", "Procedure"], ["group-complaints", "Group Complaints"], ["conversion-to-a-grievance", "Conversion to a Grievance"], ["individual-complaints", "Individual Complaints"], ["", ""]], "title": "Complaint Resolution Process", "parents": [["administration-and-operation", "Administration and Operation"], ["compliance-with-applicable-laws", "Compliance With Applicable Laws"], ["structure-and-governance", "Structure and Governance"], ["work-load", "Work Load"], ["engaging-in-a-strike", "Engaging in a strike"]], "size": 95, "id": "complaint-resolution-process", "related": [["grievance-resolution", "Grievance Resolution", "Grievance Resolution"], ["dispute-resolution-process", "Dispute Resolution Process", "Dispute Resolution Process"], ["complaints-process", "Complaints Process", "Complaints Process"], ["mediation-process", "Mediation Process", "Mediation Process"], ["disputes-resolution-procedure", "Disputes Resolution Procedure", "Disputes Resolution Procedure"]], "related_snippets": [], "updated": "2025-07-24T06:48:53+00:00"}, "json": true, "cursor": ""}}