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  • Customer Service Value Statement:  

    At Pittsburgh Public Schools, we put Students First Always, in all ways. We expect a districtwide environment where: 

    • High levels of achievement are possible for all students; 
    • Diversity in all forms is valued; and 
    • Dignity, respect, and consistency are the standards. 

    Always remember that Pittsburgh Public Schools students and employees are customers, too.  By creating positive and supportive school cultures, all students will feel valued, families will feel welcomed, staff will feel supported, and community partners will feel engaged.  


    Customer Service is:

    • An attitude NOT a department.
    • A personal responsibility of every employee at all levels.
    • A marketing and recruitment strategy. 

    In developing the PPS Experience, we seek to develop standard expectations so customer experience from person to person and building to building are consistent. 



  • Parent Hotline - Student or School Concerns/General Inquiry:

    For help with an educational, curriculum, classroom or discipline issue, contact your child's school Principal as the first step toward a resolution. View our School Directory listed by school for a phone number, address or Principal's name.
    If you and the Principal do not reach a solution, contact the Parent Hotline the Parent Hotline by phone 412-529-HELP (4357), email parenthotline@pghschools.org or by submitting a ticket above on Let's Talk. The Parent Hotline operates from Monday through Friday, 6:30AM - 4:00PM. All contacts are logged by Parent Hotline staff and responses are provided within 48 hours. 


    English as a Second Language (ESL) Nine Line:

    Pouvez-vous parler français? 你會說中國 ¿Habla Espanol? Nǐ huì shuō zhōngguó Do you have questions about your child's progress in school? Do you have questions about your child's school? Call the Pittsburgh Public Schools Nine Line at 412-529-6463 (NINE)!
    We care about your questions and concerns and want to provide assistance in the language that you prefer. Please leave your name, phone number, the name of your child, the school your child attends, and your question or comment. An interpreter will be in touch with you within 48 hours. If a call is received on a Friday, please expect someone to reach out to your by the following Tuesday. If you would like to learn more about the Nine Line, please contact the ESL department at 412-529-3516.

    Administrative Offices:

    The Pittsburgh Public Schools Administration building is located at:
    341 S. Bellefield Ave.
    Pittsburgh, PA 15213
    412-529-HELP (4357)

    Career Opportunities:

    Interested in working with us? Visit our careers page.


    Student Records and Work Permits:

    • To request your student records, contact the school you attended. 
    • Visit the transcripts page to find out how to request student records from a school that is closed or for a GED record.
    • Please visit student work permits to learn more about how and when to apply.

    Technical Questions:

    Questions and comments about the content and function of this website? Email webmaster@pghschools.org
    If you are having an issue,
    please contact PPS Support support@pghschools.org for assistance. 

    Human Relations Concerns:

    It is the intent of the School District to provide a school and work environment that protects the individual rights of employees, parents, students and community members and ensures that all stakeholders experience mutual respect, tolerance and civility in a non-discriminatory environment.

    Concerns related to human relations may be reported by filing a Human Relations Complaint form through the Office of Employee Relations or reporting to an outside agency as described in the Human Relations Policy. Concerns also may reported to the Office of Employee Relations at 412-529-3607.

    Charter School Complaint:

    While you are encouraged to discuss all concerns and complaints with your school, students and parents may use this form to initiate a formal written complaint against a charter school in the City of Pittsburgh. As the authorizer or chartering district, the School District of Pittsburgh provides oversight and makes every attempt to ensure that the needs of all students are being met and that charter schools are living up to the terms and conditions of their charter agreements. More information about our Office of Charter Schools can be found here.

    Public Hearings:

    Those wishing to speak at a Board Public Hearing may now register by calling 412-529-3868, the District's new phone line dedicated for public hearing registration. Anyone wishing to speak at a Public Hearing must call 412-529-3868 beginning one week before and no later than noon on the day of the Public Hearing. Visit www.pghschools.org/publichearings for more information on procedures.
  • Say hello and begin each engagement with warmth and promptness. Smile, use a pleasant voice, make eye contact and be aware of body language. Conduct yourself in a friendly and engaging manner. If you are busy, communicate and set clear expectations.
  • Treat everyone with dignity and respect.   Respect the views of others – their choices or decisions. See the value in everyone, regardless of their situation, status, or beliefs. Avoid generalizations and be mindful of your biases - respect diversity (linguistic, cultural, racial, disability, religious, gender and sexual orientation) Maintain the confidentiality and privacy of students and their families.
  • Understand the needs of your customers so that you may anticipate their needs and exceed their expectations. Every customer is calling or visiting because they need our assistance. Do not be afraid to recommend a new approach to an ongoing problem. If you begin to see a pattern of need, work with your leadership team to put strategies in place to address a common need. Utilize the School Culture Resource Hub, pghschools.org/scrh, for school culture practices that can be used within the classroom and school.
  • Demonstrate great customer service. Provide the results you have promised. If something happens that prevents your delivery of what you promised – be transparent – and explain how you will fix the situation. Respond to emails, voicemails, and “Let’s Talk” tickets within 24 hours. If you are not the right person to help, please ensure your customer connects with the staff members best positioned to help them. Do not be afraid to say you are not sure, but you will find out the answer.
  • Engage kindly and empathetically. Take time to listen and understand the customer’s needs and determine how best to assist. Be mindful of their history with PPS (i.e., you may be the third person they were transferred to). Acknowledge and validate their experiences.
  • Never pass up an opportunity to promote your school, department, or the District. Share the good news of your school with parents and families. Provide easy ways to make the news easy for them to share. Make sure your stakeholders know the efforts that are underway districtwide to ensure positive outcomes and experiences for students.
  • Thank and check back in. Make sure the need or concern has been addressed. You have the power to change someone’s day through making them feel heard and solving their problem. Take a moment to evaluate your interaction – did you provide the best customer service? If not, what can you improve for the next time?
  • Students First Always, in all ways.