This article lists mobile-based scenarios when substitutes and employees should contact their District's Organization Administrator (and not Frontline support). While Frontline's mobile app provides a Support option (referenced below), these specific scenarios cannot be handled by Frontline support and should be directed to your organization.
Contact Support Options for Substitutes and Employees:
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Mobile Frontline Support: Log in to mobile app. Go to Menu > Contact Support.
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District/Org Support: Log in to system web browser. Go to Help Resources and note district contact details.
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Substitute Scenarios
Job-Specific Questions
- Questions about teacher schedules or job details upon arrival
- Requests to modify or work part of a job
- Follow-up questions after speaking with a teacher
- Concerns about district-modified assignments
- Missing a job without canceling
- Requests to cancel after district cutoff time
- Error messages when canceling a job
Kelly Substitutes: WebTime
- Questions about submitting timesheets
- Questions about using WebTime
Sub Qualifications
- Questions about eligibility for certain jobs
- Questions about district or program requirements
District Policies
- Certification expiration
- Questions about meeting district required minimum working days
- Questions about last-minute acceptance or arriving late
- Questions about district procedures
Time Off
- Requests for account suspension
- Reporting an arrest
- Requests for time off during long-term assignments
School or System Access
- Requests for school computer or kiosk login credentials
- Issues accessing school-based systems
Past Work Removed
- Assignments no longer visible on the calendar
Feedback
- Requests to view feedback from teachers or districts
Employee Scenarios
Removing or Canceling an Absence
- Requests to remove or cancel same-day absences
- Requests to cancel past the district cutoff time
Employee or Client ID
- Requests for employee or client ID information
Timeclock Issues
- Missing Timeclock feature in the app and web
Absence Reasons and Balances
- Missing absence reasons
- Blank absence reason dropdown
- Incorrect balances during absence creation
Auto-Populated Times
- Auto-populated hours that differ from the actual schedule
Absence Approvals
- Questions about approval timing
- Requests for creation timestamps
School Change
- Account showing previous school after transferring