My son attended the Y Care After School Program at...

My son attended the Y Care After School Program at one of the elementary schools. At first, I had a lot of faith in this program because I've had 3 sisters-in-law work for Y Care in Indiana and they shared great things. Initially, I had my son attend both the Before and After program. I took him out of the Before School program because the site supervisor waited a week to let me know that my son was having a difficult time interacting with other kids- that he just stood and watched kids. This was a WEEK after having him start there! She had every opportunity to let me know of the concern she had since I saw her every morning but waited until I asked to speak with HER about a concern I had. She then told me that on his first day, they didn't know what class he was in, or grade for that matter, and that it took some time to figure out where he was supposed to be at. The site is located at the school, where the main office could've easily looked him up and they had my contact number. Again, I never knew about this until a week later. As a result, I had to speak with my supervisor to arrange me taking him to school myself and ended up withdrawing him from the morning program.
Everything else seemed fine after that. The other site manager, Colton, was nice and asked for ways to help my son open up in the after school program. He eventually began playing with everyone else and became quite the popular kid! A few weeks ago, I walked into the gym to pick my son up and saw the whole room in disarray. I noticed a girl laying underneath a table and knew immediately that she had some kind of meltdown. Having been a social worker and working with kids with behavioral concerns, I recognized what happened. I immediately went to Colton and asked what happened.
After he confirmed my assumption, I asked where my son was during all of it. He said they'd separated all the kids from her. I asked a lot more questions about training and the kids' safety. He let me know that the staff there have never been trained to work with children with behavioral/ emotional disabilities. I let him know that I would be speaking with the YMCA program supervisor. I thanked him for handling it the best he knew how.
May 31st, the next day, I called the YMCA Briggs branch and left a message for Sara Rocha. I mentioned I was a concerned parent and requested for her to return my call. Later that day, I asked for another supervisor that I could speak to since it was 1pm and I called at 9am. The excuse I was given was they must have been in a meeting this morning- well, that was the morning so what about now? I was given a number and again, had to leave a message.
Well, it is now June 20th. My son's last day of school was yesterday and I NEVER recieved a call from anyone from YMCA to address concerns with what I saw that day I picked my son up.
My son will not be going back to that program. Hopefully the staff at YMCA actually read this review since they're not too keen on returning calls from concerned, paying parents. Your overall YMCA program may be doing great things and getting rave reviews but your staff from Y Care could benefit from some additional support and training. I'm aware that the staff consists mostly of college kids and so the commitment might be lacking. However, that is no excuse for staff not communicating with parents about concerns regarding their child or for not having the tools to use some behavioral intervention with children who exhibit concerning behaviors. I trusted your organization to take care of my son (also paid you to do so). I don't think it's too much to ask that staff acknowledge me when I drop off or pick up my child especially if my son is having a difficult time with the transition. I also don't think it's too much to ask that a supervisor return my call.
Don't bother calling me now since it's been almost a month since I called. My son won't be returning. I do hope your organization reads this and takes it seriously so other parents have a better experience than I did.