Customer Service Charter

An Educational Support Centre is: ‘a place in which services are provided for schools, teachers, parents, boards and other relevant persons which support them in carrying out their functions in respect of the provision of education which is recognised for that purpose by the Minister’ (Education Act, 1998).

Education Support Centres are independent statutory bodies and are managed by voluntary Management Committees elected annually. Each Education Centre has a defined geographical area of responsibility. Education Support Centres provide a comfortable and welcoming atmosphere for personal and professional development for our school communities.

The principal activities of Education Support Centres include the delivery of a varied local programme of support, training and professional development for teachers, school management, parents and school community members in response to demand. Activities also include the organisation and local delivery of national programmes for teacher professional and personal development on behalf of the Department of Education and Skills. KESC also works in collaboration with various local partners to advance innovative initiatives for the benefit of school communities.

Our Mission

Kildare Education Support Centre has a clear ambition as part of the network of Education Support Centres to meet the personal and professional development needs of all those working in our school communities. KESC will respond to learner, school and system requirements through the provision of high-quality learning opportunities.

What is a Customer Service Charter

This Customer Service Charter is a commitment to the quality of our service delivery to you and sets out what KESC will do for you, how we propose to do it, and in what time scale. KESC is committed to continuously monitoring and improving the quality of our service delivery to you.

How can you help us?

You can help us by:

• Providing feedback to enable us to improve our service.
• Providing accurate information in your dealings with us.

What to Expect from KESC

We will endeavour to ensure that our staff will:

• Deliver our services in a friendly and inclusive manner.
• Treat our visitors with courtesy and professionalism.
• Give you clear, accurate and helpful information.
• Deal with your requests, enquiries and concerns promptly.
• Treat all customers equally and without discrimination.
• Maintain confidentiality at all times.
• Continually explore new and better ways of delivering our service.

Where KESC cannot deal with your enquiry it will provide a referral to the appropriate agency.

Accessibility

• KESC will provide a meeting room where appropriate in order to conduct business in a confidential manner.
• KESC will ensure, in as far as is practicable, that all of our offices, facilities and resources are fully accessible in line with the Disability Act 2005. Any queries in relation to accessibility should be directed to the Director of KESC.

Equality

In our dealings with customers, we will ensure the rights to equal treatment established by equality legislation are upheld. KESC does not discriminate on the grounds of age, disability, gender, family status, race, religious belief, sexual orientation and membership of the traveller community.

Privacy and Confidentiality

All information, both personal and business, provided by you, will be dealt with in total confidence and in a manner that respects your dignity.

Communications

• KESC will deal with your enquiry promptly and in a helpful, courteous and responsive manner.
• We will identify ourselves by name on answering the phone.
• All e-mails and phone calls will be answered promptly and usually within 5 working days.

KESC is fully committed to providing quality client services.

How to make a Complaint

KESC are dedicated to providing a professional service and getting things right first time. Despite our best endeavours we recognise that customer expectations may not always be met. We have a standard procedure in place to ensure that we investigate your complaint fully and fairly.

• When received, we will acknowledge your complaint in writing or by telephone to confirm that we have understood your concerns correctly.
• We will investigate your complaint and respond within a reasonable time. We will also inform you of any actions and endeavour to try satisfying your complaint.
• If you are not satisfied with this response, you may raise your concerns and write formally to the Director of Kildare Education Support Centre.