PublicSchoolWORKS - Customer Service Department of the Year

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Company: PublicSchoolWORKS, Inc. Cincinnati, OH
Entry Dubmitted By: KEH Communications, Inc.
Company Description: PublicSchoolWORKS is the ONE AND ONLY comprehensive, fully automated, risk management system available for schools, today. PublicSchoolWORKS combines powerful, web-based administrative software tools, content, and support services to implement, manage and sustain any or all of a school district’s staff and student health, safety compliance and behavior programs.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - Public Services & Education

Nomination Title: PublicSchoolWORKS

Tell the story about what this nominated department achieved since the beginning of July 2015 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes: TEXT REDACTED FOR PUBLICATION

PublicSchoolWORKS provides school districts with the content, technology and human resources needed to create, implement and sustain a comprehensive safety and risk management program. The program is nearly effortless for each district because of the district’s assigned PublicSchoolWORKS’ Program Management Coordinator (PMC) who does the initial implementation and provides ongoing support for each customer. These PMCs create a customized service plan to ensure each customer meets all district, state and federal requirements. This includes making sure all employees receive the appropriate type of training at strategic times throughout the school year, the scheduling of inspections and drills, determining who will be contacted when staff and student accident or bullying reports are filed and more. The PMC also uploads all forms, written documents and other required tools the district will need in order to be compliant during the school year. Each year, this plan is tweaked based on the district’s needs and new mandates.

The PublicSchoolWORKS 11 Client Services Department members including managers conduct the customized implementation of new customers and the program evolution of existing customers, handle customer service calls to answer user questions, and make outbound calls to ensure customers utilize the software suites to their highest capacity. User calls dramatically increase from July through September, PublicSchoolWORKS’ peak season, as this is when staff return to school and most staff safety training is deployed. During the 2015 and 2016 peak season, the Client Services Department responded to a total of 204,842 emails, answered 10,300 inbound calls and made 21,200 outbound customer calls.

The Client Services managers created new tools and training for support staff so they are better prepared to handle customer calls and the result of this was a better user experience because customer questions were handled on the initial call and eliminated the need to transfer calls to Level 2 support.

The Client Services Department also created an internal knowledgebase to enhance the PMC training program, document management, and knowledge transfer. The knowledgebase gives PMCs a centralized location to retrieve documents, get answers to questions, search status updates and locate customer documents. PMCs now have easier access to research information on current and changing laws to support customers; system trainings; Client Services standardized templates, protocols and procedures; and more.

The Client Services Department is also responsible for communicating any new content or features to customers and helping them implement them as directed to meet new and changing regulations. For example, PublicSchoolWORKS’ Research & Development Department created the “Healthy Schools Act” online training course this past fall to help California districts meet the California Healthy Schools Act’s training requirement. PMCs shared information about the course that was approved by the California Department of Pesticides Regulation with all eligible districts and assigned it to the appropriate employees to make sure the districts were in compliance.

When PublicSchoolWORKS launched its new product look and feel this summer, the Client Services Department contacted all customers briefing them of the changes prior to the switch. They alerted employees that they will see the new Safety Portal interface when taking online training courses or completing and submitting reports. They also helped central office and building administrators understand the value they would gain from the new Safety Portal. The portal features tiles with visual depictions of each of the EmployeeSafe and StudentWatch systems, thus providing administrators with visibility of every aspect of their safety, compliance and risk management program.

lthough peak season is when the Client Services Department is the busiest, they are constantly implementing new programs for districts, fielding questions and requests for custom solutions and checking in on districts to make sure they are meeting compliance requirements. The Client Services Department also reviews districts’ various reports to determine if there are any data trends illuminating potential risks for districts.