Customer Experience

Back to School Edition 2021

This edition of the Customer Experience newsletter provides updates on offices and services in the District. With many offices implementing telework schedules, these updates are useful in communicating with those seeking to connect with CMSD.

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The CMSD Welcome Center

The CMSD Welcome Center, located at 1111 Superior Ave., is open Monday through Friday to assist customers with enrollment and related functions (i.e., transcript requests). Enrollment assistance and services for preschool, Project ACT, School Choice and Enrolment and Special Education are all housed at the Welcome Center.


Customers are welcome on a walk-in basis or may schedule an appointment. The Welcome Center hours are 8:00 a.m. to 5:00 p.m., with the last appointment at 4:00 p.m. Please share this information with our families. To assist customers with visiting or scheduling an in-person appointment with the departments listed below, please click on one of these links:




The Customer Experience team, housed in the Welcome Center, is available to assist customers and fellow educators with their visit to CMSD central offices at 1111 Superior. You may contact Kimberly Eddie, Welcome Center ambassador, and Tommiesha Winston, Welcome Center assistant, at (216) 838-0429 or via email at WelcomeCenter@clevelandmetroschools.org.

Special Education Department

The Special Education Department at 1111 is available to assist with a variety of needs. All students with disabilities should be enrolled or transferred through this office. A call to the main line at (216) 838-7733 can connect callers with an enrollment specialist. This office may also be reached via email at specialeducationenrollment@clevelandmetroschools.org for copies of documents or questions pertaining to enrollment, address changes, and transfer requests. If a customer provides documents at the building, please do not turn them away. In those instances, complete enrollment by entering the building of assignment as "9995 - Program Change Holding," followed by an email to specialeducationenrollment@clevelandmetroschools.org with enrollment documents, IEP and ETR. Upon receipt of the email, Special Education will review the enrollment information and will determine placement.


Copies of special education records (IEP, ETR) and 504 plans can be requested by having the parent/guardian or individual email specialeducation@clevelandmetroschools.org with a copy of their ID, name, and birthdate of the student and documents needed. Copies of transcripts should be requested from the building of last attendance. If that building is now closed, please request a copy of the transcript through the Office of School Choice and Enrollment. Families who want to enroll a new student or request a transfer to a new school should go to www.choosecmsd.org to make their school choice.


Families can submit the required documents to enroll a new student at 1111 Superior or through a link that they receive through the portal.


Evaluations should be made at the school of attendance. For any other questions feel free to reach out to the main line at (216) 838-3675.

Talent Department

Educators may advise people with questions to email employeerelations@clevelandmetroschools.org or visit https://www.clevelandmetroschools.org/Page/3700, where FAQs and other resources (I.e. sick day donations) may be found.

Telephone & Voicemail Greetings

Office/School Telephone Protocols & Requirements


  • As a General rule, all phones should be answered within three rings and not be answered by an automated phone system during normal business hours.
  • The voicemail greeting for all main numbers should be an "after hours" greeting that clearly states when callers can expect to reach a helpful person at that line. All voicemail greetings should include the following information:
  1. Department/Office hours of operation
  2. Options for caller (e.g., leave a message, website address, information about important services available after normal business hours)
  3. An alternative number where someone can assist until you return



  • All calls should be returned within 24hrs or by the next business day.

Sample Voice Mail Messages for all Main Lines in Schools and Departments:


Thank you for contacting the Cleveland Metropolitan School District. You have reached the voicemail box of the __________ School/Department. Our normal business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Please leave your name, number and a brief message and someone will return your call within 24 hours.

[Option 1] For additional information about our school/department, visit ClevelandMetroSchools.org.

[Option 2] If your call is urgent and cannot wait for a return call, call or text (Name/Title) at (Phone).

Thank you for calling (Name of School/Department).


Standard Voicemail Message for all other CMSD Phones:

Every CMSD desk telephone and cell phone must be equipped with a voicemail greeting that is professional and concise and that conveys relevant and useful information to the caller.

All desk/cell phone voice mail greetings should include:


  • Name of employee
  • Title of employee
  • Department
  • Telephone number to dial for immediate assistance.
  • Statement indicating that calls will be returned within 24 hours or the next business day.



Mandatory 'Out of Office" Voicemail Greeting for all employees:

Every employee who will be out of the office for more than two business days must:

  • Forward all calls to an employee in the office.
  • Record an extended-absence greeting. This greeting should outline the expected date of return and an alternate contact person who can assist.


Instructions for Recording Voicemail Messages

Save the Date

We look forward to celebrating National Customer Service Week October 4 through October 8, 2021. Stay tuned for more details.


This year's official theme is Celebrating the Heart of Service!