Manage director request queue

When a parent sends a note through Talk to a director, it lands here. The director request queue is your shared backlog of those messages. Open requests sit at the top, oldest first, so the ones that have waited longest pull your eye.

You can work the queue from the web admin (Director requests) or from the app, under Classrooms. Both read the same list.

What the queue shows

Every row is one parent request, with the details you need to triage it at a glance:

• Age: how long it has been waiting. The web spells it out (5 min ago, 3 hr ago, 2 days ago); the app keeps it tight (5m ago, 3h ago, 2d ago). In the app, the age color shifts as time passes, from gray to amber to red, so the ones that have been sitting longest stand out.
• Kind: the topic the parent picked. On the web the queue's Kind column shows the raw value in capitals (BILLING, SCHEDULE), color-coded by topic (see below); the app shows a title-case label with a single accent color.
• Channel: how the parent wants to be reached.
• Body: the parent's note. The list shows a preview; open a request to read the whole thing.
• Assignee: who's on it, or Unclaimed / Unassigned if no one has taken it yet.

The web view counts open requests in a badge next to the Director requests title, and has a Refresh button to pull the latest. On the app, pull down on the list to refresh.

Request kinds

The parent chooses a kind when they write. On the web, each one carries its own color so you can scan the queue by topic (the app uses a single accent color for all kinds):

• Billing (gold): payments, invoices, plans
• Schedule (blue): days, hours, drop-off, pickup
• Custody (purple): who can pick up, court orders, split households
• Concern (red): a worry about the child's day or care
• Other (gray): anything that doesn't fit the rest

Channels

The channel tells you how the parent expects to hear back:

• Call
• Email
• In person

This is a preference, not an automatic action. Reaching out is still up to you.

Claiming a request

Tap or click Take it to assign the request to yourself. No extra step, no menu. The request stays in the open queue but now shows you as the assignee, so the rest of the team knows it's covered.

In the app, opening a request shows a Take it button on the detail screen. Once it's yours, that button reads Assigned to you and the assignee row shows You.

If a colleague has already claimed a request, the app asks before it hands the request to you. You'll see Another director has already claimed this request. Reassigning will take it off their list. Confirm with Reassign to me, or cancel and leave it with them. On the web, Take it reassigns without that prompt, so check the assignee column first.

Resolving a request

When you've followed up, resolve the request. Click or tap Resolve, then write a resolution note. The note is required. You can't resolve without it.

That note is the audit trail. It's recorded on the family's timeline and sent back to the parent as the resolution. Write it for both readers: a short, plain account of what you did.

Example: Called dad, agreed to revised pickup at 4:30 starting Monday.

Once you resolve a request, it leaves the open queue. From the app's detail screen, resolving takes you back to the list. The note can run up to 2,000 characters.

Open, assigned, and resolved

The queue is a list of open requests only. Within that list:

• Unclaimed / Unassigned: open, waiting for someone to take it.
• Assigned: open, but someone owns it. Still in the queue, with the assignee shown.

Resolving a request removes it from the queue entirely. If you open a request from the app and it's already gone, you'll see This request is no longer open. It may have been resolved by another director. That usually means a colleague got to it first.

How this connects to the parent side

This queue is the staff end of the parent's Talk to a director feature. When a family sends a note, picks a topic, and chooses how they'd like to be reached, that's what becomes a row here. Your resolution note closes the loop back to them.

For the parent's view of the same flow, see Send a message to your director.

For a fuller picture of a family (their timeline, notes, and tasks), see Family records: notes, tasks, and assignments.