In Customer Operations, I get to support families at some of the most important moments in their lives. When parents reach out to us, it is usually because they need clarity, reassurance, or help navigating something that feels overwhelming. That is why our mission is simple. Family first. Every family deserves support that is clear, caring, and responsive from the very beginning of their journey with Right At School.
In my role as Vice President of Customer Operations, my team supports families in three major ways. We answer calls, emails, and live chats for eleven hours a day. We help families access subsidies and understand what state assistance options look like. And we partner closely with districts to ensure every new program launch is smooth and stress free.
What sets us apart is how we design support for real life. Families can get live help or use our self service guides any time of day. Every district receives its own customized landing page with district branding, resources, schedules, and registration links. We want families to feel that their after school program is part of their community, not a cookie cutter solution.
We want families to feel that their after school program is part of their community, not a cookie cutter solution.
We work especially hard to reduce financial barriers, because access matters. Families have shared with us that affordability programs can feel confusing or intimidating. That is why we offer a range of discounts for district employees and for families receiving certain benefits. It is also why we collaborate closely with district leaders when funding models shift or when families need additional support. We listen, we understand the context, and we adjust so families can stay enrolled without feeling overwhelmed.
A big part of our work is making complex systems easier to navigate. Families told us the subsidy process was too hard to understand, so we built state specific guides that even drill down to county information with phone numbers, provider IDs, and step by step instructions. We interpret the bureaucracy so families can focus on their children.
Feedback guides everything we do. We review surveys throughout the year, follow up on comments we receive online, and complete weekly quality assurance to make sure our support stays consistent and compassionate.
At the end of the day, my goal is simple. I want families to feel cared for and districts to feel confident in our partnership. When support feels accessible and human, children have what they need to thrive in our programs.
We listen, we understand the context, and we adjust so families can stay enrolled without feeling overwhelmed.
