Command Center

Mission:

The Command Center is dedicated to the delivery of premier service to all customers of Baltimore City Public Schools.

What We Do:

The Command Center is the single point of contact for all Baltimore City Public Schools requests and concerns. We receive calls from parents, students, employees and the community at large. The Command Center is responsible for the provision of excellent customer service in a professional and courteous manner. To achieve our mission, we continue to explore ways to improve our operations to ensure:

• Quick response to all inquires
• Accurate routing of all service requests
• Proactive approach to resolving issues
• Efficient use of resources to resolve requests

The Command Center is comprised of three teams: Call Center Services, Client Services and Telephone Services.

• The role of the Call Center Services team is to receive all incoming calls into the Command Center and to initiate the service request process. The Call Center Services team is committed to the accurate tracking of each request and the assignment to the appropriate team responsible for the resolution of the request.
• The role of the Client Services team is to ensure the timely follow-up and resolution to all Command Center service requests. Client Services will track all requests through resolution and will monitor customer satisfaction by actively seeking feedback regarding customer experience with the service request process.
• The role of the Telephone Services team is to respond to all telecommunication service requests to ensure the timely resolution of requests. The Telephone Services team resolves calls and work closely with several vendors to ensure that telecommunication systems, including Centrex, fax and cell phone devices, remain operational and stable.
  

How to Reach Us:

Hours of operations for the Command Center are Monday – Friday, 7:30AM – 5:00PM. We can be reached via the following methods:

• Phone: 443-984-2000
• Email: commandcenter@bcps.k12.md.us

Response Time:

Calls into our queue will receive a service request number immediately. All other methods of incoming requests will have a service request number assigned and be responded to within 1 business day. All requests for service received by the Command Center are assigned a service request number. This service request number should be referenced during any other communication regarding the request.

Critical Information:

The Command Center continues to receive an increasing number of requests for service. When contacting the Command Center, certain pieces of information can greatly assist us in routing and resolving the service request. Please be prepared to provide the following when contacting us:

• Who You Are
  • Parents: Please provide both parent and student names
  • Employees: Please provide employee ID, title, building/room number
  • Community: Please provide name and relationship to BCPS
• Contact Information
  • Best contact number
  • Alternate contact number
  • Email Address
  • Preferred time to be contacted
• Additional Information
  • Detailed description of request or concern
  • Background information regarding request or concern
  • Workstation name and make/model of equipment (technology requests)
  • Service request number (when calling about a previously reported concern)

Please note that providing greater detail regarding your request or concern can expedite the processing and resolution of your request.

Customer Satisfaction:

The Command Center is committed to providing the best possible service to all customers. Customers will always receive courteous, knowledgeable and professional service from the Command Center team. We are always interested in receiving feedback from our customers so that we can find ways to improve our service delivery. If you have any feedback about the quality of our service or any ideas you would like to submit, please send to premierservice@bcps.k12.md.us.