NYC
Department
of
Education
P311
New
Employee
Orientation
2
Agenda
•Welcome
4
About
3
‐
1
‐
1
Central
source
of
information
about
what
residents,
businesses,
and
visitors
require
Front
door
for
NYC
government
DOE
employees
have…
Provides
a
single
point
of
contact
for
the
delivery
of
HR
transactional
and
administrative
services
to
all
DOE
employees
and
applicants,
supported
by
state
‐
of
‐
the
‐
art
technology
718
‐
935
‐
4000
7
What
is
P311?
•
P311
is
a
place
parents
can:
Receive consistent,
accurate, & timely
information
Have a positive customer
9
Structure
prior
to
P311
The
Need
for
P311
>Best possible education for their child
>To be heard (and respected)
>Easy access at multiple points – in person
or over the phone
>Clear, easy to understand information on
policies – especially those related to
enrollment, transportation, and special
education
>Consistent accurate answers – no
runaround
>Follow up from DOE that the issue is
resolved
Parents
want:
>Clear understanding of DOE policies and
procedures
>Clear escalation paths
>Consistent application of DOE policy
>Better responsiveness from fellow DOE
central staff
>Tracking of parent access, regardless of
point of contact
DOE
parent
‐
facing
staff
wants:
>Consistent services to all children and
parents
>A feedback loop to identify operational
pain points and make improvements
>Accountability for parent‐facing staff
>Optimized use of limited funds – best
services at the best price
>Improved public perception of the DOE – better understanding of Children First
reforms
DOE
senior
team
wants:
Create a “listening post” for parents, where
someone is always on the other end of the
phone.
Objective
Alleviate the burden of handling
straightforward informational calls from
staff with particular expertise so they can
better focus and succeed on more difficult
cases.
Pinpoint the source of recurring issues to
make systemic changes that lead to an
improved learning environment for
students.
