Background
The current system for public school choice in DC requires families to apply separately to each charter school, and to DCPS, and navigate different deadlines, paperwork, and processes. Since each lottery is run independently, some students end up with multiple offers while others are waitlisted everywhere. To both streamline the process and ensure equal access for all families across the city, regardless of income, the DCPS Chancellor, charter leaders, DC Public Charter School Board, and the Deputy Mayor for Education have joined forces to build a common lottery system: My School DC. DC will be the fourth major city, after Denver, New Orleans, and Newark, to build a common lottery system for charters and district schools.
Successful implementation of My School DC requires a comprehensive parent education and public awareness campaign, beginning in fall 2013 and continuing throughout the spring and early summer, to ensure DC families are aware of the new lottery, and have the tools to make informed decisions. With the common lottery, families will need to make school choice decisions earlier in the cycle. Instead of applying to multiple schools and then choosing a school after receiving admission and waitlist offers, parents will preference rank schools at the time of application, requiring them to identify their preferences earlier.
To ensure that parents in every ward and at every income level are able to successfully access the My School DC application, and take part in the common lottery, it is imperative that we have a strong customer support team in place. We will need to staff a hotline, respond to parent inquiries, and provide the necessary support many families will need in order to complete their application.
Position Overview
My School DC seeks a Customer Service Coordinator to respond efficiently, reliably, and quickly to questions and requests for assistance from the parents, students, and community members that will use My School DC to apply for and enroll their child in public school, including assistance with completing their online application.
In addition to serving on the front line of parent engagement, the Customer Service Coordinator position offers consistent opportunities to facilitate access to, and increase parent education on, public school options for DC families.
The duration of this position runs from December 2, 2013 through June 6, 2014.
This position reports to the Parent Engagement Manager.
Essential Duties and Responsibilities
The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties, and/or skills required. Other duties may be assigned.
The Customer Service Coordinator provides assistance to stakeholders, including guidance on how to navigate the MySchoolDC.org website and online application. Specifically, the Customer Service Coordinator is responsible for the following:
- Answering calls made to the My School DC Hotline, a number for parents, students, and community members to call for assistance on how to apply for or enroll their child into participating public schools or general questions about the lottery between 9:00 AM and 5:00 PM every business day with extended hours on Mondays and Wednesdays until 6:00 PM.
- Responding to constituent correspondence by way of email received by My School DC, with a priority on providing excellent customer service.
- Effectively diagnosing issues received from internal and external stakeholders, and determining most efficient means of resolution with guidance from the Parent Engagement Manager; is expected to monitor issues and provide follow up until resolution.
- Providing customer support for users of the application, the My School DC website, and families looking for more information on their school choices.
- Managing difficult or disgruntled callers, and effectively providing solutions or technical support to alleviate their frustration.
- Completing applications via phone with families who have no access to computers or the Internet.
- Tracking and reporting progress of calls through use of the My School DC Smartsheet tracker, an online project management tool used to input call data.
- Occasionally staffs My School DC parent and community events.
- Supports and carries out the mission of the My School DC project.
- Performs other related duties as assigned.
Qualifications
• Bachelor's degree, or working towards a Bachelor's degree preferred.
· 1-2 years of professional work experience, particularly working directly with customers.
• Experience working with families.
• Advanced proficiency in Microsoft Word, Excel, and Outlook, as well as web-based applications.
• Must have access to the Internet and a computer or laptop for the entire duration of a shift. My School DC will not be able to provide equipment or reimburse for minutes used on mobile devices.
• Works well under a high-performing, highly motivated team of peers under tight deadlines.
• Exhibits strong attention to detail.
• Operates successfully within a fast-paced, small-team environment.
• Demonstrates sound decision-making skills.
• Responds well under pressure.
• Possesses the ability to mediate conflict fairly and impartially.
• Maintains a good sense of humor.
• The ability and discipline to work remotely.
• Bilingual in English and Spanish, Amharic, Mandarin, Vietnamese, or French a plus.
Interested candidates: Please email Aryan Bocquet, Parent Engagement Manager, at aryan@myschooldc.org.
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