All of our interactions with families, staff, and communities are documented and tracked by school, network, and type of call. This allows us to implement proactive measures to address the most common concerns and gives us the data to make appropriate recommendations to departments and school leaders.

We work with families and staff to resolve concerns, educate families and school staff on DPS policies and initiatives, connect families with district resources, and facilitate skill building opportunities for families and staff.

Tier 1: Tier 1 calls are mainly general inquiries regarding Denver Public Schools. We may provide general answers to questions, transfer calls directly to the appropriate department, or clarify Board of Education Policies.

Tier 2: Tier 2 calls are typically concerns or requests that call for more intensive assistance, and frequently require that we facilitate a meeting between the caller and school leaders. Once we determine that the caller is in need of our services, the concern is assigned to a Specialist for ongoing support. The Specialist will research the concern to get clarity on what has occurred from the perspective of both the parent or community member and the school leaders. In cases where a clear resolution isn’t established through phone or email communication, a “Mediation” meeting can be scheduled to offer an opportunity for families and school leaders to rebuild relationships or reestablish communication.

Tier 3: Tier 3 calls reference situations where a Specialist may need to navigate the concern with content experts from outside departments. This could include the legal department, SEO, RAS, RAIS and Operational Superintendents. Calls that require the intervention of a senior manager or department head fall into this category as well.