Escalating Device Issues for Families and Schools

Please review the following information on escalating device issues for families and schools:

• For general questions about devices and remote-learning support, refer families to the Technical Support for Families page on the DOE website, or have them fill out this Support for Families form for specific issues.

• For specific device-status checks, including student device requests, use the Remote Learning Device (RLD) report. For more information, see the Remote Learning Device Report InfoHub page.

• School-based staff can request access to the RLD report using this form (with supervisor’s approval).

• If additional support is needed, families can call the DOE Help Desk at 718-935-5100, and press 5 for family help.

• For more information on requesting support for families and school staff, see the Help Desk InfoHub page.

For questions about device requests and deliveries, reach out to the BCO support team member assigned to assist with this effort. For all other questions, email schooldevices@schools.nyc.gov.