At Pettengill Academy, we believe that strong, open communication with families is the foundation of a successful childcare partnership. Parents trust us with their children each day, and we take that responsibility seriously. Clear, consistent, and respectful communication ensures that families feel informed, confident, and connected to their child’s experience—while also allowing our educators to do their best work.
Our expectation is simple but powerful: be transparent, be respectful, and keep families informed—without surprises.To do this, we use multiple communication channels, each with a clear purpose, so parents always know what’s happening and where to go with questions or concerns.
Procare: Our Primary Communication Tool
Procare is our main communication platform and a key part of how we partner with families day to day. It allows us to share real-time updates and important information in a way that is accessible, documented, and consistent.
Through Procare, parents receive:
- Daily activity updates
- Photos and moments from the classroom
- Meal, nap, and diaper/toilet updates (age appropriate)
- Classroom and center-wide announcements
- Incident reports and documentation
Using Procare helps ensure that communication is timely and accurate. Parents don’t have to wait until pickup to learn how their child’s day went—they can see it as it happens. This transparency builds trust and reduces uncertainty, especially for working parents who may not be able to engage in lengthy conversations during drop-off or pick-up.
Just as importantly, Procare creates a shared record. Information is documented, clear, and available to both families and staff, which helps prevent miscommunication and ensures consistency across classrooms and centers.
In-Person Communication: Building Relationships
While digital tools are essential, we never underestimate the power of face-to-face connection. In-person communication allows us to build strong relationships with families and create a welcoming, supportive environment.
Our teachers and leaders prioritize:
- Warm greetings at drop-off
- Brief check-ins at pick-up when possible
- Meaningful conversations when time allows
These moments help us understand each child beyond the classroom and allow parents to share insights, updates, or concerns that may not always fit neatly into an app message. Even a short conversation can strengthen trust and reinforce that we see each child as an individual.
We also recognize that busy schedules don’t always allow for long discussions. When more time is needed, we encourage families to schedule a meeting or connect with a director to ensure concerns are addressed thoughtfully and without rushing.
Incident Reports: No Surprises at the End of the Day
Transparency is especially important when it comes to incidents, injuries, or behavioral concerns. At Pettengill Academy, our philosophy is no surprises at pick-up.
When an incident occurs:
- It is documented promptly and accurately
- Parents are notified through Procare
- An incident report is completed and shared
- Staff are available to answer questions
By posting incident reports to Procare as they happen, families are informed in real time—not at the end of a long workday when emotions may already be high. This approach allows parents to process information earlier and come prepared with questions if needed.
We are careful to be factual, clear, and respectful in all incident documentation. Our goal is not to alarm families, but to keep them informed and confident that their child’s well-being is our top priority.
Addressing Parent Concerns: Open, Respectful, and Solutions-Focused
We know that concerns will arise—this is a natural part of caring for children and working closely with families. What matters most is how those concerns are handled.
At Pettengill Academy, we encourage parents to share concerns early and openly. We believe that addressing issues sooner leads to better outcomes for everyone involved.
Our approach includes:
- Listening without defensiveness
- Asking clarifying questions
- Seeking to understand the family’s perspective
- Working collaboratively toward solutions
We expect our team to remain calm, professional, and respectful at all times—even during difficult conversations. Transparency does not mean oversharing or placing blame; it means being honest, thoughtful, and focused on what’s best for the child.
Encouraging Communication With Directors
While teachers are often the first point of contact, our directors play a critical role in supporting families and staff. We actively encourage parents to reach out to directors when:
- A concern requires more time or privacy
- A pattern or ongoing issue needs discussion
- A family would like additional support or clarity
Directors are trained to handle concerns with care, consistency, and professionalism. They serve as partners in problem-solving and ensure that communication aligns with our policies, values, and expectations.
We want families to feel comfortable bringing concerns forward—not worried about being dismissed or misunderstood. Open communication with leadership helps us grow, improve, and maintain strong relationships.
Transparency With Respect
One of our core communication expectations is to be transparent and respectful. These two values must always go hand in hand.
Transparency means:
- Sharing information honestly
- Communicating in a timely manner
- Keeping families informed about their child’s day
Respect means:
- Protecting children’s privacy
- Speaking professionally about staff and families
- Using thoughtful language, even in challenging situations
We are intentional about how information is shared, ensuring that communication supports trust, dignity, and collaboration.
A True Partnership With Families
At the heart of our communication approach is partnership. We see families as an essential part of each child’s success, and communication is how that partnership stays strong.
By using Procare effectively, prioritizing in-person connection, documenting incidents transparently, and welcoming open dialogue with our directors, we create an environment where families feel informed, respected, and valued.
At Pettengill Academy, communication isn’t just about sharing information—it’s about building trust, supporting children, and working together every step of the way.