FAQ: RollCall Parent Engagement

Modified on Thu, 10 Oct at 4:14 PM

General Questions

Q: What is RollCall Parent Engagement?
A: RollCall Parent Engagement is a process that allows schools to invite parents to use the RollCall system through a customised Welcome Email. This email provides parents with access to the RollCall Parent App, where they can track their child's bus location, manage bus bookings, receive notifications and make payment for bus travel.

Q: Who can use RollCall Parent Engagement?
A: The RollCall Parent Engagement process is used by School Admins to send Welcome Emails and by Parents, who receive the email to engage with the system and access the Parent App.

Q: What are the main components of RollCall Parent Engagement?
A: The main components of the process include:

System Readiness Check: Ensuring the RollCall system is accurately collecting transport data before engaging parents.
Feature Selection: Schools select which features parents can use in the Parent App.
Welcome Email Customisation: Tailoring the Welcome Email with school-specific content.
Sending Welcome Emails: Sending emails either in bulk or individually to parents.

System Readiness Check Questions

Q: How do I ensure the system is ready for parent engagement?
A: Ensure that the RollCall system is fully operational and collecting accurate data on student transport. Discrepancies in routes, stops, and student bookings should be resolved before sending Welcome Emails.

Feature Selection Questions

Q: How do I decide which features to include in the Parent App?
A: Schools should review all available features of the Parent App (e.g., live bus tracking, booking management, notifications) and select the ones that are most relevant for their parents. This selection can be customised before sending the Welcome Emails.

Welcome Email Customization Questions

Q: How can I customise the Welcome Email?
A: Contact the RollCall support team or your Implementation Lead to modify the Welcome Email content. Schools can include additional information such as links to bus policies, contact details, and other school-specific instructions.

Q: Can I add school-specific information to the Welcome Email?
A: Yes, schools can include custom information, such as web links to bus policy or fees and custom contact details within the Welcome Email.

Sending Welcome Emails Questions

Q: How do I send Welcome Emails in bulk to all parents?
A: From the Parent Settings Screen, use the "Send Bulk Welcome Email" option. You can filter parents by engagement status (Engaged, Unengaged) and role (Primary, Secondary) before sending the emails in bulk.

Q: How do I send Welcome Emails in bulk to selected parents?
A: From the Parent Settings Screen, use the filter options to display parents by engagement status (Engaged, Unengaged), student status (Bus Traveller, Casual) and role (Primary, Secondary) before using the selection check box and the "Send Welcome Email" option for all selected parents.

Q: How do I send an individual Welcome Email?
A: Open a parent’s record in the Parents Screen, and click "Send Welcome Email" from within the parent’s details.

Q: Can I resend a Welcome Email if the parent missed it?
A: Yes, you can resend the Welcome Email from the parent’s record if the original email was missed or if the invitation token expired.

Managing RollCall Parent Engagement

Q: How can I view which parents have engaged with the system?
A: In the Parent Settings Screen, you can filter parents by their engagement status (Engaged, Unengaged) to see who has or hasn’t accessed the system.

Q: Can I modify or cancel the Welcome Email after it's sent?
A: Once a Welcome Email is sent, it cannot be modified or canceled. If changes are needed, resend a new Welcome Email with the updated information. Contact RollCall Support to change your Welcome Email content.

Q: What should I do if I need to make changes to parent records after sending the Welcome Email?
A: If the parent wants to access the system using a different email address, then you will need to create a NEW parent record with the new email address. Don't forget to link their students to the new record and send a Welcome Email to the new email address. NOTE: If your school uses an API (TASS, Sentral or Wonde) to manage parent contact information, changes must be made in the external system that syncs with RollCall. Manual changes made within RollCall will be overritten by the API sync.

Technical Questions

Q: Why can’t I see the “Send Welcome Email” option in the Parents Screen?
A: Ensure that the parent’s record is complete, with valid contact information. If the system is not displaying this option, contact RollCall Support for assistance.

Q: What should I do if the Welcome Email doesn’t reach parents?
A: Check with the parents to ensure the email wasn’t marked as spam. Schools are encouraged to send a pre-Welcome communication to inform parents to look out for the RollCall system Welcome email.

Q: How do I update parent contact details if they are incorrect?
A: A change of email address requires a new parent record. All other details can be updated in the parent record by a School Admin or in the Parent App Account Settings tab by the parent user NOTE: If your school uses an API (TASS, Sentral or Wonde) to manage parent contact information, changes must be made in the external system that syncs with RollCall. Manual changes made within RollCall will be overritten by the API sync.

Still Have Questions?

If your question isn’t answered here, please contact RollCall Support at support@rollcall.com.au for further assistance.