• Listen to concerns and perspectives as an impartial, independent, neutral and confidential resource
  • Provide a non-judgmental, timely, empathetic, and accurate response to concerns and help identify issues at hand
  • Build relationships with community members to allow FCPS to better serve them

Develop Options

  • Provide a confidential place to voluntarily share concerns, evaluate situations, and plan next steps
  • Explains policies, regulations, relevant provisions of Code of Maryland Regulations (COMAR) or negotiated agreements, if applicable, and how they relate so that community members can make more informed decisions about their next steps in resolving concerns
  • Clarifies school system processes and seeks options for resolutions to achieve fair, equitable outcomes consistent with school system processes
  • Review options and discuss strategies to achieve the best possible outcomes for students and families


  • Offer collaborative problem-solving and dispute resolution tools to help resolve conflicts
  • Provide equitable access to information and resources to all members of the community
  • Provide coaching and education for problem resolution to community members
  • Help community members advocate for themselves to resolve concerns

Analyze Data

  • Collect data to identify and report on trends while respecting confidentiality
  • Identify areas in Board policies or FCPS regulations that could be improved
  • Share trends with the Board of Education
  • Identify possible policies or regulations to review for the effectiveness of FCPS educational outcomes and organizational efficiency