This process involves intervening with parents and schools by telephone as soon as a request for assistance has been made. The inquiry by the parent is viewed as an opportunity for the office to help clarify the problem, identify informal ways of addressing the matter, and proceed with resolving the situation when appropriate. In some states, this is a function of the department’s intake procedures; in other states, it is a more formal process where callers who articulate a concern or problem are referred. 

The Special Education Call Center is designed to assist families, school district personnel and the general public by providing information about special education laws and the rights and protections of children receiving special education services.

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