Work the director request queue

When a parent sends a note through Talk to a director, it lands in this queue. Directors and admins can work it.

Where it is. On the web, open Director requests. In the app, open the School tab and choose Director requests under Parent requests, or find it on the director home under Later. Both read the same list.

What each row shows

Open requests are listed oldest first. Each row shows how long it has waited, the kind, the channel, a preview of the note and who has it, or Unclaimed.

The parent picks the kind:

• Billing: payments, invoices, plans.
• Schedule: days, hours, drop-off, pickup.
• Custody: who can pick up, court orders, split households.
• Concern: a worry about the child's day or care.
• Other: anything else.

The channel is how the parent wants to hear back: Call, Email or In person at pickup. It's a preference. Nothing is contacted automatically.

Take it

Select Take it to assign the request to yourself. It stays in the queue with your name on it. In the app, the button then reads Assigned to you.

If a colleague has already taken it, the app asks before reassigning: "Another director has already claimed this request. Reassigning will take it off their list." Choose Reassign to me or leave it. The web reassigns without asking, so check the assignee first.

Resolve

After you follow up, select Resolve and write a resolution note. The note is required and can run to 2,000 characters.

The note is saved on the family's timeline as a record of what you did. It is not sent to the parent, so contact them yourself first. Write it for your team: "Called dad, agreed to revised pickup at 4:30 starting Monday."

A resolved request leaves the queue. In the app, Resolve may be hidden. Rolling out: if you don't see it yet, it isn't on for your school yet. If you open a request that's already gone, you see "This request is no longer open."

Not the same as schedule requests

Free-text notes come here. Structured vacation and schedule changes go to Schedule requests, where approving applies the change.

For the parent's side, see Send a message to your director.