Split Family - Feedback on process

Amy Kesterson

This is our second year, and we have a goodly portion of split and unique family situations, and we have had nothing but problems. I have been in touch with Blackbaud for aid numerous times today already for various situations. We have returning families whom I've had to manually complete contracts for and reenroll in tuition management, because nowhere was it mentioned to us that split families need their own special contracts if they are returning. We have families that have divorced over the summer and receive errors when trying to complete a contract. We have returning families with children from a different parent who can't even complete their contracts for the new student, and Blackbaud has no idea how to fix it. The system for split families is in major need of a rework, in my opinion

Crystal Bruce

Hi @Amy Kesterson thank you for posting - you took the time to lay out the scenarios you are running into clearly and those kind of specifics help drive improvements. I'm going to take a look at your support case and see where things stand and I'll let you know what I find out from my team!

Crystal Bruce

Hi @Amy Kesterson I checked with support on this they said you could manually return the contract then add them in TM or remove and reassign the contract and the parent needs to link the correct ID. Both should solve the issue. If not, please let me know and I'll escalate again on my end.