Board Thread:News and Announcements/@comment-8846246-20161230032049/@comment-8846246-20161230092948

"What's the point in having other people doing the same job if you're not supposed to go to them first?"

You can. This is mainly for new users looking for the quickest reply. A head would probably be someone who is very active in the rank. But if they aren't replying fast enough, attempting to contact someone else is also recommended.