How do I handle a phone call or voicemail inquiry?

Whenever a guardian calls in:

1. A phone integration card pops up on your screen with a link to their guardian record in HubSpot.
2. Clicking that link takes you directly to their record, where you'll fill out the Family Support Card.
3. Fill out the family support card:

1. 1. Student: Select which student the guardian is calling about. If a guardian has multiple students, all will appear in this dropdown.
   2. Category: This is the most important field: it determines who owns and resolves the ticket. Take time to familiarize yourself with the available categories.
   3. Source: Select "In Person" for in person inquiries.
   4. Ticket Description: Jot down the guardian's question. This is the note that will be sent to the team.
2. Check Ticket Completed if resolved on the spot, or Escalate Immediately if it needs admin/DSO attention. Otherwise leave both blank.
3. Then click Create Ticket.

If the phone integration does not surface the guardian's record, follow the steps below:

Finding the Guardian Record

1. Ask the guardian for their name and search for it in the top search bar.
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2. Click their name to open their record
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3. Fill out the family support card 
   
   1. Student: Select which student the guardian is calling about. If a guardian has multiple students, all will appear in this dropdown.
   2. Category: This is the most important field: it determines who owns and resolves the ticket. Take time to familiarize yourself with the available categories.
   3. Source: Select "In Person" for in person inquiries.
   4. Ticket Description: Jot down the guardian's question. This is the note that will be sent to the team.
4. Check Ticket Completed if resolved on the spot, or Escalate Immediately if it needs admin/DSO attention. Otherwise leave both blank.
5. Then click Create Ticket.