Director of Integrated Constituent Services

1 month ago

Boston, United States Boston Public Schools Full time

**REPORTS TO**: Chief of Community Engagement

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**POSITION OVERVIEW**:
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The Director of Integrated Constituent Services resides within the Office of Family and Community Advancement of the Boston Public Schools, reporting to the Chief of Community Engagement. This position will provide administrative coordination of central office efforts to assess and consolidate the multiple hotlines/helplines and constituent service lines currently operating in the district.

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The director will work cross departmentally and across divisions, to include serving on committees or workgroups for the purpose of building and implementing systems that more effectively lead to timely and appropriate messaging of information to constituents, including sharing in culturally and linguistically appropriate ways information, responding to incidents, and navigating support.

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The Director will be responsible for data collection and for revising components of the Constituent Services and Hotlines/Helpline efforts to maximize impact. Toward that end, the Director is ultimately responsible for delivering on outcomes aligned with the Superintendent’s priority for elevating family and community engagement as it relates to constituent (customer) service and support at the Central Office level.

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The Director will participate in strategic planning and other aspects of the OFCA division’s leadership team. As needed, they will be asked to lead and/or collaborate in projects that lend value to related department’s activities and initiatives.

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**RESPONSIBILITIES**:
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The Director will lead and/or oversee all facets of engagement that relate to high quality customer service for constituents across the multiple Hotlines/Helplines.

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- Supervise the Helpline Manager and the overall expansion and quality of the Helpline to be the district’s primary source of information and support for families, community members and others contacting BPS in search of information or services.****:

- Evaluate and expand on the technical framework for BPS community support through our investment in Fresh Desk, CRM extension opportunities and/or other tools previously approved by the district.****:

- Directly support matters that are presented as inquiries at the request of the PRS team in order to provide early intervention support where deemed possible.****:

- The Director will provide assistance to the PRS investigatory process as needed to ensure that requests for local report are fully researched, particularly on cases maintained through the BPS Helpline services****:

- Identify and establish cadence of communication with point staff responsible for each of the current Helplines/Hotlines within the district.****:

- Coordinate the assessment of the current landscape of the diverse Hotlines/Helplines of the district.****:

- Make recommendations for the process, timeline and phasing of the potential merger of lines for the district.****:

- Prepare reports as needed to build knowledge regarding the functionality of the call centers****:

- Partner with OFCA’s administrative leadership to actively track data, proactively monitor trends and insights to elevate and recommend solutions to district leaders, to include service or engagement opportunities for the BPS community, as well as for the purpose of proactively considering policy, process or systems changes to enhance constituent experiences.****:

- Coordinate with district staff and leadership to build systems that actively assess and inform our community and stakeholders on resources and progress towards district priorities (ex. Dashboards, knowledgebase, etc.) through an evaluation of data trends.****:

- Evaluate and invest in improvement and/or growth opportunities for direct reports; coach direct reports to do the same.****:

- Perform such other tasks and responsibilities as may be assigned by the Chief of Community Engagement.***

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**Qualifications - Required**:
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- Masters Degree in the Education field, Public Administration or related field****:

- Experience managing an effective call center, to include working with vendors and developing staff and protocols to ensure high quality service delivery****:

- Demonstrated knowledge of, and relationships with, a vast array of resource providers in Boston****:

- Demonstrated experience as both a staff and project manager, including evaluation****:

- Proven ability to collaborate well with staff across all facets of a large organization to develop systems and maintain or expand programs in comprehensive ways****:

- Experience effectively managing budgets****:

- Ability to think critically, solve problems and adapt to changing educational landscapes as well as the ability to work in a high pressure and fast paced environment****:

- Proven ability to collaborate, being equally comfortable serving as a member of a team or leading the team****:

- Equity-centered leadership practice***

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