(June 9, 2009) School leaders are using various innovative methods to engage families and communities members, but if people feel unwelcome when they walk into the school, those great plans fail. Some schools are beginning to look at business models of customer service to garner community support for students. Aurelio Montemayor, M.Ed., director of the IDRA Texas Parent Information and Resource Center, talks about his customer service training with a school district that began by validating all staff positions as important to the success of students and extended to staff members building ways to support each other in actively welcoming families and communities. Aurelio is interviewed by Laurie Posner, MPA, an IDRA education associate. Send comments to
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