REPORTS TO: Problem Resolution System Response Director ACADEMIC/NON-ACADEMIC: Non-Academic POSITION OVERVIEW: The Problem Resolution System (PRS) Response Specialist is a key member of the PRS Response Team and plays a critical role in ensuring that the District complies with its PRS obligations and that students and families receive the service and communication they deserve. The PRS Response Specialist is primarily responsible for conducting internal investigations and producing timely, accurate, and high-quality written reports for submission to the Department of Elementary and Secondary Education (DESE). The PRS Response Specialist manages a caseload of PRS complaints, moving cases through the intake, local report, and corrective action stages with a solutions-oriented mindset and careful attention to deadlines and detail. The PRS Response Specialist also works in close collaboration with PRS stakeholders that play an integral role in the PRS Response Team’s ability to process and address complaints, including BPS families, school personnel, and Central Office staff. In collaboration with the PRS Response Director, the PRS Response Specialist also works to identify case trends and systemic issues so that the District can develop systemic solutions and prevent issues from happening in the first place. As a key member of the PRS Response team, the PRS Response Specialist will be expected to play a lead role in strategic initiatives, including but not limited to developing and leading professional development opportunities to educate BPS stakeholders about PRS, with the goal of ensuring timely PRS processes and ultimately reducing PRS complaints, and overseeing the Team’s case management system. RESPONSIBILITIES Conduct internal investigations of allegations of education law violations, including gathering documentation, interviewing stakeholders, and evaluating evidence Own and execute the process for the submission of timely, accurate, and high-quality written reports Produce written reports that are responsive to the specific allegations, incorporate relevant evidence, and accurately and appropriately argue the District’s case Maintain an effective system for tracking case progress and timely submitting materials Build and maintain relationships with key PRS stakeholders, including school personnel and Central Office staff, to inform responses to PRS complaints Conduct interviews with BPS families and other PRS stakeholders and perform required research to determine the factual timeline and BPS response and action steps for each PRS complaint Interface with BPS departments to help ensure that PRS stakeholders have the knowledge and ability to respond to the PRS Response Team in a timely and effective manner Actively participate in ensuring that PRS stakeholders experience the PRS Response Team as professional, responsive, team-oriented, and courteous, including by providing timely and courteous communications Serve as a point of contact with personnel from DESE to ensure timely and accurate communication about the resolution of each case Work in partnership with PRS Response Director to identify and address both systemic issues involving the processing of complaints and internal underlying system issues that may be leading to complaints Engage in continual learning to understand BPS services and systems relevant to PRS complaints Identify, develop, and provide professional development opportunities for BPS departments that interact with the PRS Response Team to bolster productive engagement between departments and ensure timely responses and reductions in complaints Work with PRS Response Director, other BPS stakeholders, and outside vendor to ensure proper implementation and use of case management system Other duties as assigned by the PRS Response Director QUALIFICATIONS - REQUIRED: Bachelor’s degree At least two years experience working in public education and/or a related field (e.g., education law or policy) Demonstrated strong writing skills, particularly in creating high quality and easy-to-digest materials, strong first drafts that require minimal editing, and clear communications that make it easy for the reader to understand Strong oral communication skills, particularly in fostering collaboration and reaching clarity about expectations and agreed upon next steps Experience conducting investigations or similar casework Experience relating well to people and working collaboratively to reach desired outcomes Demonstrated commitment to driving toward results even in the face of roadblocks Excellent organizational and multitasking skills, including the ability to prioritize competing demands Demonstrated experience in successful and productive problem solving Demonstrated commitment to culturally and linguistically responsive practices An understanding of and commitment to gain greater understanding of what is necessary for an urban school system to enjoy continuous improvement in an increasingly complex and competitive environment Ability to successfully navigate within varying degrees of ambiguity in a fast-paced environment Experience working in a team-oriented environment while also working independently with a resolve to solve and a high degree of good judgment, responsibility, and discretion Experience with the Google suite, including Google Docs, Google Sheets, and Gmail QUALIFICATIONS - PREFERRED: Experience working with parents in an educational setting and/or DESE Experience with customer service and/or conflict resolution Experience with project management templates or relevant software BPS has a strong preference for linguistic diversity, and we believe that candidates who speak another language bring added value to the classroom, school, and district culture and diversity. BPS is particularly interested in candidates who are fluent in one of BPS' official languages: Spanish, Creole (Cape Verdean), Creole (Haitian), Chinese, Vietnamese, Portuguese, and Somali. Familiarity with Boston and Boston Public Schools Terms: Managerial, C43. The Boston Public Schools, in accordance with its nondiscrimination policies, does not discriminate in its programs, facilities, employment, or educational opportunities on the basis of race, color, age, criminal record (inquiries only), disability, homelessness, sex/gender, gender identity, religion, national origin, ancestry, sexual orientation, genetics or military status and does not tolerate any form of retaliation, or bias-based intimidation, threat or harassment that demeans individuals’ dignity or interferes with their ability to learn or work. " />

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Problem Resolution System Response Specialist (SY24-25)

Job Description

Primary Location Central Office - Chief of Staff

Salary Range C43 ($101,510) / 1.0 FTE

Shift Type Central Office

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