Position Summary:
Under the direction of the Ombudsman, the Resolution Specialist will provide strategic coordination, oversight, and implementation of projects and initiatives designed to strengthen communication, transparency, and accountability in alignment with the mission of the PGCPS Office of the Ombudsman to provide independent, neutral and confidential conflict resolution services. The incumbent of this position will ensure that all projects and processes within the Office of the Ombudsman are effectively planned, executed, monitored, and evaluated in accordance with federal, state, and local regulations governing education and administrative dispute resolution.
Duties and Responsibilities:
- Develops and manages strategic and operational project plans to support the mission of the Office of the Ombudsman (e.g., complaint resolution systems, public outreach initiatives, or compliance reviews) to advance confidential, impartial, and equitable dispute resolution across the district;
- Analyzes current workflows related to complaint intake, investigation and resolution to identify inefficiencies or gaps and implement process improvements and standard operating procedures (SOPs) to increase efficiency and accountability for family engagement at the school and district level;
- Coordinates and provides training and technical assistance in partnership with other district family engagement staff to ensure consistent implementation of the Ombudsman escalation process, high-quality customer service practices, and collaborative resolution practices;
- Sets goals, milestones, and timelines for new initiatives (such as process improvements, policy updates or reporting systems) with internal district staff, external agencies and community stakeholders to ensure alignment of district objectives;
- Measures impact and effectiveness using key performance indicators (e.g., resolution time, satisfaction rates, reduction in repeat complaints) by using project management tools to monitor progress toward strategic goals;
- Creates and prepares presentations, reports, publications, and dashboards for the Board of Education, executive leadership, administrators and the public;
- Tracks, manages, and monitors contracts and resource allocation for Ombudsman initiatives and oversees vendor relationships (when applicable) for technology platforms, training or external evaluations; and
- Performs other duties as assigned.
Qualifications:
- Knowledge of PGCPS policies and procedures, and federal, state, and local educational regulations and policies;
- Understands strategic planning, data-driven decision-making and performance management practices;
- Knowledge of key concepts of data analysis, data collection and management, and continuous improvement processes;
- Effective written and verbal communication skills for preparing reports, presentations and stakeholder correspondence;
- Strong interpersonal and collaboration skills to build and maintain effective working relationships with school leaders, central office staff and community partners;
- Ability to gather and analyze information;
- Ability to problem-solve, think critically and manage conflict constructively in fast-paced environments with various stakeholders;
- Ability to facilitate meetings, trainings and professional development sessions that promote engagement and shared understanding; and
- Ability to work with diverse racial, cultural, linguistic and socioeconomic groups.
Education and/or Experience Requirements:
Bachelor’s degree from an accredited college or university in public administration, communications, or related field required; Master’s degree preferred. A minimum of three (3) years of related experience required.
Certification:
None required.
Supervisory Responsibilities:
No direct supervisory responsibilities.
Physical Demands:
The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand, talk, hear, walk, sit, and use fingers, tools or controls. The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision such as to read handwritten or typed material, the ability to adjust focus, and depth perception. While performing the duties of this job, the employee may occasionally push or lift up to 25 lbs.
Working Environment:
The work environment characteristics are representative of those an employee encounters while performing the essential functions of the job.
Additional Information:
None.
