FCSN > PTIC > Call Center

Lady on the phone leaning against a windowComplete a Call Center Intake Form for your special education questions.  If you’d prefer, you may also call 617-236-7210 (413-323-0681 in Western MA).  The Call Center is staffed from 10:00 am to 3:00 pm, Monday through Friday.  We will do our best to get back to you in no later than two business days.

The Call Center is available to answer questions from parents and professionals about special education.  It is staffed with information specialists and parent consultant volunteers trained in the federal and state special education laws, procedures, and related matters.  Call Center staff is knowledgeable about the availability of additional community resources that can support parents and help them meet their child’s needs.

Some examples of the types of questions:

  • whether the child is eligibility for special education
  • how to apply for special education
  • how to request independent educational evaluations
  • how to determine whether the child is making progress
  • what to do if the child is not making progress
  • the school’s responsibilities in the special education process
  • the parent’s role as a member of the team
  • how to maintain a collaborative relationship with the school
  • the options for resolving differences with the school
  • when to involve a parent consultant or advocate
  • when to involve an attorney

The Call Center can connect parents to other Federation programs such as:

  • The LINK Center, a joint project with the PTI, which provides information and training on transition planning for life beyond high school
  • Mass Family Voices, which provides information on health insurance issues, including eligibility screening and assistance applying for MassHealth and/or private insurance coverage for children
  • Family TIES of Massachusetts, which provides emotional support and connects parents facing certain challenges to parents who have experience with those challenges

The Call Center can refer parents to parent consultants or attorneys, if necessary:

If the parent needs more assistance then can be accomplished by telephone, the Call Center can provide referrals to parent consultants or advocates. For example, the parent may need someone to review and explain school records and evaluations, and/or attend an IEP meeting.

Call Center staff make the effort to match the parent with parent consultants who understand the child’s disability, work in the parent’s geographic area, and have a fee structure that meets the parent’s financial abilities.

Additionally, the Call Center can refer the parent to special education attorneys in instances where a more complex level of professional support is deemed necessary (e.g., a hearing before the Bureau of Special Education Appeals).