Coordinator, BOE Constituent Services

Job Description

SUMMARY DESCRIPTION:

Under direction of the Ombudsman, the Coordinator of Board of Education (BOE) Constituent Services (Coordinator) monitors and coordinates the management system for inquiries, comments or concerns sent to the Board and serves as the Board's contact for stakeholders requesting information about policies, programs or practices. Under direction of the Ombudsman, the Coordinator provides accurate and timely information, addresses concerns, resolves complaints, and connects constituents with the appropriate resources or offices. The Coordinator monitors all incoming BOE email, drafts responses and manages the data log. Under the direction of the Ombudsman, creates and implements focused community engagement strategies and elevates community-wide awareness of mediation and facilitation services available through the Board office. The Coordinator is responsible for designing and implementing community outreach efforts both internally and externally to increase the visibility of the dispute resolution services housed in the Office of the Board of Education. The Coordinator evaluates effectiveness of constituent communications processes and strategies for purposes of continuous improvement. The Coordinator develops and manages relationships between MCPS offices and departments as well as community-based organizations to help resolve constituent cases.

CERTIFICATE LICENSE:

None

KNOWLEDGE, SKILLS, and ABILITIES:

Thorough knowledge of effective communication methods and strategies and ability to communicate with a broad range of stakeholders and diverse audiences. Exceptional customer service skills. Knowledge and understanding of the K-12 landscape. Multilingual skills preferred. Knowledge of case management, intake and research and decision-making skills, with ability to proactively find solutions and work independently, as well as to collaborate across a small team. Ability to utilize tact and discretion when interacting with other offices, constituents, community groups, and the public. Ability to maintain effective working relationships. Ability to work calmly in the presence of constituents who may express frustration or hostility. Excellent planning, organization, management, communications (oral and written) and human relations skills. Ability to treat confidential information with appropriate discretion. Ability to cultivate relationships with both internal and external stakeholders. Creates and maintains records including documenting communications, findings, requests, and research process. Ability to explain complex issues to a broad spectrum of stakeholders.

EDUCATION, TRAINING, and EXPERIENCE:

Bachelor's degree in communications, public relations, social work, education or related discipline required. Master's degree preferred; course work or experience in mediation, alternative dispute resolution (ADR), public education or a related field preferred. Minimum of three years of professional experience. Professional experience with constituent services, case management, social service delivery and/or client intake preferred. Successful experience in community engagement, case management or ADR, outreach plan development, and project implementation required. Ability to provide excellent customer service and employ problem-solving skills. Other combinations of education, training, and experience which provide the knowledge, abilities and skills necessary to perform effectively in this position may be considered.