Parentmail queries from parents

[genesis]

Hi

We are using ParentMail for parents to manage dinner money payments. When new students are added to ParentMail, the system sends a link to their parents for registration and to top up dinner money.

 

Each September, IT handles tasks like removing leavers, rolling up year groups, and adding new Year 7 students to the system.In cases where parents face issues topping up dinner money for their child, admin staff have been the point of contact, assisting parents, diagnosing the problem, and, when needed, raising support calls with ParentMail to resolve it.

 

Recently, however, some of the new administrative staff seem to expect IT to take on these tasks, which is unusual. Our IT team has day-to-day responsibilities that need attention, and this expectation is adding strain.

 

Could you provide some guidance on how to clarify to the admin department that handling ParentMail-related issues, such as assisting parents with dinner money top-ups, is typically managed by the admin team rather than IT?

 

Thanks

[dmj]

 

Each September, IT handles tasks like removing leavers, rolling up year groups, and adding new Year 7 students to the system.

 

^^ this was your first mistake.

You need to setup a sync with your MIS.

 

Sounds like the new staff just need training and some input from their manager, or is their manager passing it off to you?