New Schools Official Wants to Untangle Bureaucratic Web for Parents

How does the nation's largest school system help families navigate dozens of regional offices and make them feel welcome in their children's schools?

New York City families have complained for years about not knowing where to turn for help with enrollment or transfer requests, or about how they get the run around when they call the Department of Education with a simple question. Many also believe the city hasn't viewed them them as valuable partners in making decisions about their school communities.

But now there's a new executive superintendent for Family and Community Engagement, or what the city's Department of Education calls FACE. Her name is Yolanda Torres. The former principal and Bronx superintendent sat down with WNYC's Jami Floyd to talk about the challenges ahead.

"Parents need to see themselves as partners with us," she said. And that happens when parents and teachers have a common language to talk about student achievement.

But there are cases when parents claim they are not treated very well. One mom in the Bronx, Tracey Jordan, told WNYC she received no help when she wanted to transfer her boys from their local elementary school after they were bullied. She has since moved them to a charter school, but they missed the first few days of classes this month while waiting to hear if they'd both get seats.

"I don't want parents to be discouraged," said Torres. "It's very important also for parents to understand that when they are unhappy with a particular school, there are some individuals that they need to reach out to."

She said the starting point is always the parent coordinator at the child's school, and then the principal. There are also regional, or district, offices around the boroughs where parents can ask to speak to their local superintendents.

Her Division of Family and Community Engagement is hosting parent conferences this fall around different topics; the first is for middle and high school parents on Oct. 3.