Parent Call Center

The Parent Call Center at (202) 576-5000 acts as the primary link between the Division of Transportation, parents/guardians, school personnel, social workers and advocates. The Parent Call Center is directed by the Parent Call Center Manager and is operated by Customer Service Representatives. The staff is trained to address concerns regarding student transportation, including pick-up and drop-off of students. 

Operations Profile

1. Opens at 5 am – 7 pm every weekday throughout the year except designated holidays. Call your school for the holiday calendar if you do not receive it within the first few weeks of school.
2. Calls parents/guardians and schools when bus pick-ups or drop-offs will occur more than twenty (20) minutes before or after the scheduled pick-up or drop-off time.
3. Answers questions on changes in school schedules that impact transportation services for students with special needs due to inclement weather or other emergencies.
4. Distributes DOT literature including parent handbooks, policies, standards, etc.

Change in Address/Telephone Number

A CHANGE IN ADDRESS OR PHONE NUMBER MUST BE SUBMITTED TO OSSE. THE PARENT CALL CENTER DOES NOT HAVE THE ABILITY TO MAKE ADDRESS/TELEPHONE NUMBER CHANGES. ALL CHANGES MUST BE SUBMITTED TO THE SPECIAL EDUCATION COORDINATOR AT YOUR CHILD’S SCHOOL.

It is critical to maintain open communications between parents/guardians and the Division of Special Education Liaison. Always keep your address, e-mail, and telephone numbers current.  These include your home, work, cellular, and other emergency telephone numbers.  Send the new information, in writing, to your student’s assigned school. The assigned school will forward your information to the Office of Special Education in order to input the change in the transportation database.

All changes in address or telephone numbers require a minimum ten (10) business days notice to process the change(s) in the system. If you move prior to notifying us, you are required to provide transportation for your child to and from school during the ten (10) business day processing period.

Changes can only be made through the assigned school taking the following steps:

1. Complete and fax the following form to your child's assigned school: Change in Address/Telephone Number Form [PDF]
2. Mail the completed form to your child’s assigned school.
3. Keep a copy of all information for your records.

SPECIAL NOTE: For guardians of students that are Wards of the District and Foster Care Parents, all changes must be made with the Child and Family Services or the assigned Social Worker, and forwarded to the child’s assigned school.