NSPRA Academy: Customer Service track
For most families, staff, and community members, their experience with
a school district is shaped by everyday communication – phone calls, emails, front office interactions, and responses to questions or concerns.
The Customer Service track of the NSPRA Academy is designed to help
school communicators strengthen how communication happens in these moments. Rather than focusing on long-term engagement strategies, this experience centers on improving the clarity, consistency, and
effectiveness of day-to-day interactions across the organization.
Participants will learn how to support staff, establish clear
expectations, and build systems that ensure communication is handled consistently and professionally, especially when situations are complex or high-pressure.
Module 1:
Friday, September 18, 2026 (2 - 4 p.m. ET, Virtual): Mapping
Communication Touchpoints
Communication happens across
multiple entry points in a district, often without consistency or coordination. This module focuses on identifying where communication occurs most frequently and where breakdowns are most likely.
Participants will map key touchpoints and evaluate how communication is currently handled across schools and departments.
Guest
Facilitator: Brooke Allen, APR | Director of Communications, Crown Point Community School Corporation (Ind.)
Module 2: Friday, October 2, 2026 (2 - 4 p.m. ET,
Virtual): Strengthening Service and Response Practices
Staff who answer phones, respond to emails, or interact with families
are often expected to represent the district—but may not have clear guidance on how to do so. This module focuses on creating practical expectations and tools that support consistent, effective
communication without over-scripted responses.
Guest
Facilitator: Angela Griffin Ankhelyi, APR | Chief Communications & Community Engagement Officer, Folsom Cordova Unified School District (Calif.)
Module 3: Friday,
October 16, 2026 (2 - 4 p.m. ET, Virtual): Responding
to Concerns and Escalation
Difficult conversations are a regular part of school communication.
This module focuses on creating a consistent approach to responding to concerns, complaints, and emotionally charged situations. Participants will explore how to maintain clarity and professionalism
while ensuring issues are addressed appropriately.
Guest
Facilitator: Jeannette Hartwig | Public Information Officer, North Plainfield School District (N.J.)
Module 4: Friday, October 30, 2026 (2 - 4 p.m. ET, Virtual):
Making
Customer Service the Standard
Build systems that reinforce exceptional customer service and create
consistent stakeholder experiences across your organization.
Guest
Facilitator: TBD
Full
program registrants will receive calendar invites for each module after registration.
Pricing
-
Full
program: $599 Members, $799 Non-Members
Single
modules: $199 Members, $249 Non-Members