Parent Response Manager
Background
My School DC is the District's first-ever common lottery system for the DC Public Schools (DCPS) and 90 participating charter schools. This new process allows families to use a single online application maximizing the number of students matched to a school they want to attend. This year My School DC received 17,322 applications, and that number will continue to rise during the second round of the lottery and throughout the summer.
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's imperative that we have a strong customer support team in place. One of our largest levers is the My School DC hotline. The hotline staff is responsible for responding to parent inquiries and providing the necessary support many families need in order to complete their application, including completing applications on their behalf.
Position Overview
The Director of Operations seeks a Parent Response Manager to manage the My School DC hotline's daily operation and seasonal staff. Operation of the hotline also includes managing daily correspondence through the My School DC info@myschooldc.org email account.
The Parent Response Manager is expected to be the first line of response for parents, students, schools, and other stakeholders with questions about the common lottery application and process.
During the peak periods of the lottery (December – June) the Parent Response Manager will be responsible for hiring, training, and managing a team of customer service coordinators to respond efficiently, reliably and quickly to questions and requests for assistance from the parents, students, and school community members that will use My School DC.
The Parent Response Manager will work closely with the My School DC Data manager to investigate, and answer, parent inquiries. They are also expected to report parent concerns to the larger My School DC team, and suggest ways to continuously improve the common lottery process and application itself. The Parent Response Manager's feedback will also inform community engagement strategies, targeted outreach, and overall policy creation and revisions.
This position reports to the Director of Operations.
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 Parent Response Manager provides guidance and assistance to stakeholders. Specifically, the Parent Response Manager is expected to:
- Answer, and manage a team that answers, calls made to the My School DC Hotline.
- Train and routinely work with staff to improve the quality of information received and provided through the hotline.
- Respond to constituent correspondence, specifically email and telephone correspondence made to My School DC, with a priority on providing excellent customer service.
- Investigate issues received from internal and external stakeholders, and determine most efficient means of resolution. Solicit guidance and assistance from other My School DC team members when necessary. Monitor issues and ensure resolution in a timely manner.
- Provide customer support for users of the My School DC application and families navigating the My School DC website.
- Manage difficult or disgruntled users of the application, and effectively provide solutions or support to alleviate their frustration.
- Track and report progress of issues through use of the My School DC online tracker. Look for trends in the tracker data, and comes up with solutions to recurring issues when necessary.
- Generate regular usage reports to track trends and staffing needs.
- Occasionally staff My School DC parent and community events.
- Support and carry out the mission of the My School DC project.
- Perform other related duties as assigned.
Qualifications and key competencies include:
- Bachelor's degree required, and 2-3 year's work experience in a customer service field preferred
- Excellent phone etiquette and written communication skills
- Detail-oriented, with the ability to multi-task
- Ability to work in a fast-paced environment
- Experience working with families and low-income communities in the District of Columbia
- Comfortable using online databases and tracking tools
- Fluent in Spanish strongly preferred.
- Innovative Problem-Solving: Approaches work with a sense of possibility and sees challenges as opportunities for creative problem solving; takes initiative to explore issues and find potential innovative solutions.
- Adaptability: Excels in constantly changing environments and adapts flexibly in shifting projects or priorities to meet the needs of a dynamic transformation effort; comfortable with ambiguity and non-routine situations.
- Teamwork: Increases the effectiveness of surrounding teams through collaboration, constant learning and supporting others; sensitive to diversity in all its forms; respects and is committed to learning from others
- Dependability: Does whatever it takes to consistently deliver with high quality under tight deadlines; successfully manages own projects through strong organization, detailed workplans, and balancing of multiple priorities.
- Communication and Customer Service Skills: Communicates clearly and compellingly with diverse stakeholders in both oral and written forms; anticipates and responds to customer needs in a high-quality and courteous manner.
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