Family advocates AWOL on Public Advocate survey
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Public Advocate Betsy Gotbaum’s office today released survey results on their efforts to reach Family Advocates during the week of August 12 to 15. Guess what? They very nearly struck out, with only about a third of calls answered by actual people, 12 of 32 districts unreachable despite multiple attempts, and a paltry 6 of 63 voicemail messages returned within five business days. The news won’t surprise many parents but may serve as a wake-up call for the Office of Family Engagement and Advocacy, which announced cuts in Family Advocate staffing last month.
Gotbaum’s staffers called all 32 school districts three times — twice during business hours (once in English, once in Spanish) and right after work, between 5 and 6 pm. Of the 96 calls placed, 30 percent yielded an actual human connection. During business hours, a third of calls were answered, as opposed to 3 of the 32 calls placed after 5 pm. Calls in Spanish (32) were answered in 12 instances — but only 7 resulted in substantive, Spanish-language conversations. Granted, mid-August is the deadest of doldrums in New York City, but the DOE was and is still placing students in schools, registering new arrivals, and working in advance of the new school year. Parents have questions year-round; their calls, in any language, shouldn’t go unanswered.
New Yorkers can call the Public Advocate’s schools hotline (212 669-7250) for help with logistics, transportation, and registration information and have a look at Insideschools’ Parent Resources for details on schools, registration, navigating the system and more.
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Doesn’t she have anything better to do?
2, or in most cases, 1 DFA is assigned to a district office, with the responsibilites of answering to thousands of parents, is an almost impossible task. Especially if B.G. keeps fooling around with fake questions. I’ve called her office several times this year and receieved 1 response. She needs to use her common sense. DFA’s can’t take vacation during the school year, or when summer school is in session, so mid Austust is a good time to take a well earned break. At those times, there wws only one person covering an entire district. Maybe B.G. can investigate why so many DFA’s with no experience as parent coordinators or any other DOE position, paid or volunteer, were hired. Ask Martine that!
Comment by Xandi — September 4, 2008 @ 5:02 pm
I am a DFA who takes offense to this article. I have answered calls during hours, after hours some as late as 11:00 PM, as well as during my vacation time..If I am out of the office (making school visits)I call my voicemail to be sure all calls are returned to parents. This is an outrage that ALL DFA’s are “grouped together as AWOL. For all of the long hard hours and dedication I have given to the DOE… my reward was a letter of termination. This letter cam via mail as I was returning the 33 messages I just retrieved from my voicemail while I was on vacation. So …….
Comment by Anonymous — September 4, 2008 @ 9:33 pm
Xandi, I’d love to ask Martine how DFA’s without experience were hired, you bet. As far as the Public Advocate’s survey, one would hope that at least half of the calls would be answered in some constructive way, vacation season or not. And even though DOE people are understandably out of town in August (when else, as you note), families new to the city or new to the city’s schools tend to have more and more questions as the school year gets closer — so planning-wise, it makes sense that people would be able to respond in a timely way. And for 9:33, regrets at any perceived offense, and grateful for your obvious dedication. Incredible that a letter of termination arrived while you were away, not to mention graceless; DOE is notorious for its clumsy etiquette, but this is really something. Thank you for your service, and hope that you find new and satisfying employment soon.
Comment by Helen — September 8, 2008 @ 6:02 pm