When a school nutrition team reaches out for software support, they need more than an explanation of where to click.
They may be preparing for an Administrative Review, learning a new feature, trying to fix an issue before meal service, or looking for an answer while managing a long list of other responsibilities.
Helpful software support needs to be clear, practical, and built around the way school nutrition programs actually work.
That’s why we’re excited to welcome Carly Shock to Health-e Pro as our Senior Support Manager.
Carly brings 17 years of school nutrition training and technical support experience to the team. Before joining Health-e Pro, she worked with Education Service Centers in Texas, supporting districts throughout Regions 2 and 3.
She’s trained school nutrition professionals on software, helped users through system launches, and supported districts during Administrative Reviews and regulatory changes.
Now, Carly brings that experience to Health-e Pro customers, helping teams find answers more quickly and learn the software through resources that are easier to follow.
Supporting Districts Through Training, Technology, and Administrative Reviews
Throughout her career, Carly has helped school nutrition teams work through complicated questions during some of their busiest and most stressful times.
She’s trained districts on school nutrition software and supported users as they learned new systems. That experience showed her that even helpful technology can feel overwhelming when teams are given too much information at once or instructions that don’t match the way they work.
Carly has also supported districts during Administrative Reviews. She helped teams understand what reviewers were asking for, locate the right documentation, and determine what they needed to provide.
Those experiences taught her that helpful support isn’t about giving someone the longest or most technical answer. It’s about understanding the school nutrition work behind the question and helping the customer take the next step.
A team preparing for a review may need help finding a specific record. Someone learning a new feature may need a short video that walks through the process. A director dealing with an urgent issue may need a few clear steps they can use right away.
Carly understands the difference because she’s supported school nutrition teams in each of those situations.
Supporting School Nutrition Teams of Every Size
During her time with the Education Service Centers, Carly worked with districts of many sizes. She especially connected with small districts, where food service directors often wear several hats.
In some districts, the same person may be planning menus, ordering food, preparing meals, training staff, completing paperwork, and getting ready for an Administrative Review.
That person doesn’t have time to search through a 150-page manual for one answer.
Carly understands that support resources need to respect the customer’s time. Instructions should be easy to follow, important information should be easy to find, and customers shouldn’t need technical expertise to understand what to do next.
Larger programs may have more people sharing those responsibilities, but they still need clear guidance that staff across multiple schools can use consistently.
Whether she’s supporting one director or a districtwide team, Carly’s goal is the same: help people find an answer they can put into practice.
How Carly Supports Health-e Pro Customers
As Senior Support Manager, Carly works with Health-e Pro customers through the support desk and helps create resources that make the software easier to learn.
Her work includes support articles, quick tip videos, and guidance for new features and product updates.
As Health-e Pro continues to release new tools and improvements, Carly helps customers understand what changed, why it matters, and how to use it in their day-to-day work.
That may mean creating a short video that walks through a new process, writing a step-by-step article for a common question, or helping a customer work through an issue that’s specific to their program.
Carly knows customers don’t all learn in the same way. Some people want written instructions they can save and reference later. Others would rather watch a quick example or talk through the question with someone.
Her goal is to make useful answers easier to find, understand, and put into practice.
What Stood Out to Carly About Health-e Pro
Since joining Health-e Pro, Carly has been impressed by the support customers receive from the beginning.
Health-e Pro’s Quick Start Services stood out to her because they help busy food service directors get started without entering every ingredient, recipe, and menu on their own.
Customers have a team helping with that setup, which reduces manual data entry and gives them more time to focus on their program.
She also noticed the number of resources available to customers, including training materials, recipes, documentation, posters, downloadables, and other materials designed for school nutrition teams.
What stood out most was the school nutrition experience behind those resources.
Health-e Pro is director-developed, and our team includes former school nutrition directors, registered dietitians, menu planners, state reviewers, and other professionals who understand the work school nutrition teams do every day.
To Carly, that experience matters.
Strong software support isn’t only about knowing how the system works. It’s also about understanding why the customer is completing the task, what requirements may be involved, and what else may be happening in the program at the same time.
Why School Nutrition Experience Matters in Software Support
Carly’s background reflects Health-e Pro’s commitment to providing support shaped by real school nutrition experience.
She understands district operations, software training, Administrative Reviews, changing requirements, and the challenge of finding time to learn something new during an already busy day.
That experience helps Carly do more than answer software questions. It helps her understand the work behind those questions and create resources that are practical, clear, and useful for school nutrition teams.
We’re excited to have Carly on the Health-e Pro team and to see how her experience helps customers find answers, learn new tools, and keep their programs moving.