Issue 2: April 8, 2020

How Ohio Schools Communicate with Each Family

"In times of stress, the best thing we can do for each other is to listen with our ears and our hearts and to be assured that our questions are just as important as our answers.”  ~ Mister Rogers

Communication is more than delivering our own message. Listening is an important part of any partnership. In this newsletter, we feature examples and recommendations of communication with each family you serve. Listening for the perspectives, questions, and needs of families is important at any time, but especially now.

Effective Approaches to Communication with Each Family

1. Listen to families.
   • Ask: How can we support your family at this time? How is it going so far? What could we do differently or better?
   • Make it a habit: Don’t just check in once. Build a regular practice of gathering feedback as the experiences of students and families are rapidly changing.
2. Balance academic communications and social-emotional check-ins. The message should be: We’re still here for you, and your child is able to continue learning and preparing for their future.
3. Ensure teachers, counselors, and other key staff members have time and a way to make personal connections.
   • Provide staff who previously used office phone numbers with access to an internet-based phone number (such as Google or Skype) so that they can maintain regular contact with families.
   • Encourage staff to hold regular office hours so that students and families know when and how to reach teachers and counselors for support.

Recommended Messaging for Current Communications

Navigating the coronavirus (COVID-19) challenges demands ingenuity, compassion, empathy and spirit. The recommended messaging below will provide you with guidance on infusing the appropriate tone for communicating with families.

1. Be empathetic and focus on people:
   • Key Message: We understand this is a challenging time. Many of you are now unexpectedly full-time caregivers on top of your role at work. We value you, and we are prepared to support you in this unprecedented time.
2. Be action-oriented but never overpromising:
   • Key Message: You have questions, and we are committed to answering all of them fully and accurately. We are prioritizing the most immediate needs, and we appreciate your patience. 
3. Be thankful and optimistic:
   • Key Message: Thank you. We’re grateful for your support, dedication, and perseverance.

Highlights from Around Ohio

Communicating with Each Family:

• A school social worker in from Reynoldsburg City Schools called families of students to check in how students were coping with the change in their lives due to COVID-19. She offered reassurance and listened empathetically to families, and she provided a Google phone number established by the schools to use for reaching her in a remote working location.
• Willard City Schools has two-way communication channels for families and teachers anytime throughout the school day.  A school staff person is available through the district office to help families connect to resources they may need.

Recommendations

• Send postcards or letters to families from homeroom teachers
• Hold virtual office hours to share availability with students and families for support and assistance.
• Conduct virtual home visits through videoconferencing
• Allow for text messages between individual teachers and families via platforms like Class Dojo or Remind
• Establish a hotline for families to call and have a staff person answering calls for extended hours beyond the school day

“During challenging and uncertain times, it’s more important than ever to ask parents what they want and need. Go back and ask for feedback as you roll out resources and services. Feedback from parents can help with course corrections and refine what we offer and how and when we deliver support. This is our opportunity to prioritize listening and learning with families.”

~ from STEM Next Blog “Supporting Families and COVID-19: We’ve Got to Get This Right”

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