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