Parent Support Administrator(Job Number: 1900018H)
The Chicago Public Schools (CPS) has set ambitious goals to ensure that every child - in every school and every neighborhood – will be engaged in a rigorous, well-rounded instructional program and will graduate prepared for success in college, career, and life. The Parent Support Administrators (PSAs) manage a high volume of parent inquiries and requests for assistance with escalated school related matters. PSAs help to strengthen parental participation and engagement by improving parental access to vital information, resources and support.
The Parent Support Administrator (PSA) will be held accountable for the following responsibilities:
Investigate and resolve all calls as a single point of contact (One-Stop-Shop Model) to resolve all calls from parents regarding inquiries and concerns, ensuring that students are served in the best way possible;
Serve as liaison between all stakeholders, providing one-on-one mediation as needed, responding to 100% of all parent/school community inquiries and concerns to mediate an equitable resolution, ensuring alignment with CPS policy.
Maintain compliance with established Parent Support Center Guidelines and Protocols to resolve parent and school community inquiries and requests for assistance;
Maintain and manage a Contact Log for all Parent and community requests in order to report volume, frequency of inquiries, requests for assistance and trends;
Proficiently use the District’s Ticket System as a tool to manage and appropriately maintain electronic case files, and other measures of documentation in a self-directed atmosphere to efficiently monitor and resolve 100% of requests for assistance from parents and school community regarding school-related inquiries, request for assistance and/or incidents;
Maintain, manage, compile and present data for all parent inquiries for the purpose of producing Monthly, Quarterly and Year-to-Date Reports for respective Network Chiefs, in an effort to contribute to the individual educational needs of all students, while recognizing parent contributions towards the same;
Communicate key concerns and call trends to school officials and Network Chiefs to continuously improve responses in a proactive, rather than reactive manner, when presenting information and resources for families and communities;
Prepare and disseminate oral/written communications to parent and school community to reflect a resolution of an inquiry or concern, when directed by theOffice of Network Support, Parent Support Center Executive Director, Network Chiefs and/or other CPS officials in an efficient, proactive and timely manner;
Maintain open communication with the Office of Network Support or designee, and respective Chiefs of Schools and Deputy Chiefs of Schools in an effort to coordinate resolution of concerns and provide appropriate guidance to school officials;
Liaise and partner with Office of Policy and Procedure, CPS Law Department, other Central Office Departments, and Subject Matter Experts to ensure minimum disruption in the student’s educational process;
Mediate conflict through investigations and dialogue with respective stakeholders, including parents, school administrators, Chiefs of Schools, Deputy Chiefs of Schools, Subject Matter Experts and school community;
Work in partnership to support parents, school officials, Chief of Schools and school community to establish a customer service model to provide parents with available resources and quality assistance, with the ultimate goal of ensuring all students graduate from high school, college and are career-ready;
Work to diffuse and mediate controversial parent matters to prevent escalation to CEO’s Office and beyond, by proactively resolving parent inquiries at point of entry;
Establish and maintain a supportive service to parents and school community that is collaborative, responsive and efficient, fulfilling role as impartial liaison while successfully partnering with various schools, Networks and CPS Departments;
Advise, provide guidance, engage and advocate in the best interest of students, parents, schools, Networks and school community by providing clarification to ensure compliance with Board Policies and Procedures, including the provision of translation services, as needed, to ensure effective communication between and amongst all stakeholders
Type of Education Required:
Graduation from an accredited college or university with Bachelor’s degree required
As a condition of employment with the Chicago Public Schools (CPS), employees are required to live within the geographic boundaries of the City of Chicago within six months of their CPS hire date and maintain residency throughout their employment with the district.