The N.C. Department of Public Instruction released preliminary results from an audit of the state’s teacher licensure system.  The agency “contracted with TNTP to review its licensure process and identify opportunities for implementing current licensure law more efficiently and with greater customer satisfaction.”  TNTP found,

Finding #1 – People charged with implementing licensure policy are uncertain what current policy is and how to implement it.

Finding #2 – A major pain point in communications is in availability of reference information.

Finding #3 – Data syncing and user log-in issues may be stemming from a system flaw where duplicate entries for the same social security number can be entered.

Finding #4 – A root cause of confusion may be inconsistency of policy development. While NCDPI has a process for updating state board policy, many deviations are made that could lead to poor coordination.

Finding #5 – Another root cause of operational and communications challenges may be insufficient support systems for licensure staff.

Survey responses from educators and school districts reveal just how bad it is.

Of educator respondents who did not have smooth interactions with the call line (114) or with e-mailing for assistance (82), 23% of call-line respondents and 20% of e-mail respondents chose “I received contradictory or incorrect information” as a reason.

10 of 13 LEA personnel in interviews mentioned receiving inconsistent or unhelpful responses when calling the call line depending on with whom they spoke.

When 14 LEA officials were asked, “Do you feel you have all the information you need regarding NC licensure policies and processes within existing resources?” None were unequivocally positive.

Of the 197 educator respondents who did not have a smooth interaction with the Online Licensure System, 56% chose “It was unclear in the system how to proceed” as a reason.

In an independent review of the website, six people were given twelve tasks based on frequently asked questions. On average, they were able to find the answer 40% of the time.

Wowza!  When the term “none were unequivocally positive” is used, you know it’s bad.