I'm diagnosing by the symptoms you have reported, cloudy water and grayish "dirt" that puffs away when touched, two things that usually indicate an algae bloom has begun. If left unattended for a day or two you would start to see green algae accumulate. Elevated CC indicate something organic in the water, usually algae but not always, however it is always an indication that you need to complete the slam process.
If you plan to drain and replace water to lower the CH go ahead and do that first, adjust pH to around 7.2, then begin the slam process.
i don't think she has a Tf-100 test kit or a comparable test kit that measures FAS/DPD. I think she goes to the pool store for water analysis. Also, the pool store did not give her a CYA reading. Doesn't she need to know her CYA level and a FAS/DPD test kit to do a SLAM?