Messages are read by a person on the editorial team, starting with the person's name, agency, unresolved questions and available records.
Replies can take days or weeks rather than hours, because each case is read properly before the team responds.
No. Originals stay with the family; the team works from scans or photographs and asks which documents may be shared.
No. Some become case files or interviews, some wait for records and some cannot be worked on now, which families are told honestly.
Create or update a community record, gather documents, request records you are entitled to and log contact with the agency.