While I do feel it's important to listen to her concerns, I also feel it's important to send her through the right channels. If the issue is one that is specific to the school and not the PTO, I would direct her to the Superintendent or whomever is the necessary person to speak to. I would offer my assistance if she felt it necessary, but would make it clear that the PTO wouldn't be handling it for her.
I feel it is important to let people know the role of the PTO and the fact that we do not make choices for the school regarding budget, policies, staffing or anything else. Our role is to help the students, teachers and staff at our schools by providing funding, support and volunteers to help aid the educational process.
For me, I think of this along the lines of personal issues brought to and expected to be dealt with by the PTO, it's not a PTO related issue and while I understand the frustrations these situations create, it is not the role of the PTO to handle them.
We tried very hard to be clear on the role of the PTO and stick to PTO issues. This does take some tact, firmness, and sticking to the agenda when attendees bring up matters that are really school policy issues.
One thing we used was a handout called "The Role of the PTO". Especially at the beginning of the year, we handed it out or had a bit poster at meetings. In the very beginning, part of our introductions was to through this document first and explain that only PTO business was to be conducted at PTO meetings.
That document is in the File Exchange if you want to see it. (Go into advanced search, look for keyword "role", but only check the button for file exchange documents.)
This happened to me a few years ago. We had heard on the blacktop that a few parents were planning on coming to our next open meeting with a "few problems they want fixed and some answers too!" We immediately felt on the defensive. Luckily what happened was that only 2 women came that night and they were not as confrontational as we all had been expecting. I listened to her comments and concerns and when she finally came to her question at the end of her rant I think I said something like...."Thank you Mrs. SoandSo for coming to our open meeting - its so nice to see parents who are concerned and take an interest in what all of the PTO volunteers do...We have listened to your comments and heard all of your concerns. The problem/question you have does not inititally feel like a PTO concern, more of a school policy concern, but, we will certainly convey your concerns to our principal and other PTO board members who are not present here this evening and find out what we can do to address each issue. If you would please give us a few days to make the necesary phone calls and meet with the proper people, we will contact you as soon as we determine what we can do to address each concern and invite you to a special meetingwe will call, as to not make you wait 30 days until our next open meeting."
The woman was rather satisified with our response and actually went back to the general population and applauded our reply and the way we handled her situation. Hopefully you can adjust the language and apply it to your issue - I hope this helps
This is my second year as President and I am wondering how everyone deals with a parent who brings to the meeting an issue? Do you become involved and how in depth. She is expecting an answer and what should I tell her at the meeting? It is taking on an issue at the school itself... help!
