Job Description
Position Summary: The Division of the First Deputy Chancellor implements and establishes strategies to strengthen the New York City Public Schools (NYCPS’s) efforts to engage and support public schools and families throughout New York City.
Reporting directly to the Superintendent, the Family Support Coordinator (FSC) will support the development and implementation of NYCPS policies and strategies to strengthen family engagement at all levels of the NYCPS and provide a single point of entry for families to resolve escalated concerns. This will entail resolving individual family concerns that could not be resolved at the school level, and communicating NYCPS initiatives, programs, policies, and regulations to families. The FSC will provide operational, family outreach and community engagement support to further the Department’s vision that all NYCPS families feel welcomed and respected in their children’s schools. Performs related work.
Reports to: Community/High School Superintendent
Direct Reports: N/A
Key Relationships: The FSC serves as a case manager for all family issues and inquiries received at the district level. The FSC tracks the progress of individual cases to conclusion, while providing updates to families as necessary. This requires collaboration with the Superintendent, District Family Advocate (DFA), Office of School Support and Supervision, various NYCPS offices, network and cluster teams, principals, parent coordinators, the school community, and community-based organizations.
Responsibilities
• Create a welcoming and professional office environment for families.
• Serve as a single point of contact for all family issues and inquiries that cannot be resolved at the school level (i.e., with principal, parent coordinator, etc.).
• Address all family concerns escalated to the district office via telephone, walk-in, email and the P-311 system on issues regarding NYCPS policies and regulations.
• Document all family and school community concerns in the P-311 system, according to the protocols established by the Office of School Support and Supervision. This involves documentation of family service requests and complaints, as well as data analysis related to improving the district’s customer service through tracking and responding to family concerns.
• Analyze trends within schools and proactively assist in developing strategies to address family concerns within each of the school communities.
• Create systems to allow for fluid communication and escalation between families, schools, and the district office.
• Serve as a district communication liaison to various NYCPS offices on family and community concerns and operational requests.
• Promote district level family and community engagement activities and communications, with the goal of promoting student success in the district.
• Represent the district and provide support during family meetings, workshops and district events.
• Work cross functionally with internal offices in the implementation of NYCPS initiatives within the school community.
• Gather, analyze and share family and community members’ feedback with the Superintendent and FLC, and work to develop community based initiatives.
• Spearhead family information and action work for the district and each of the school communities.
Qualification Requirements
Minimum
• A baccalaureate degree from an accredited college and two (2) years of experience in community work or community centered activities in an area related to the duties described above; or
• High school graduation or equivalent and six (6) years of experience in community work or community centered activities in an area related to the duties as described above; or
• Education and/or experience which is equivalent to “1” or “2” above. However, all candidates must have at least one (1) year of experience as described in “1” above.
Plus
In addition to meeting the minimum requirements, individuals must have two additional years of relevant work experience.
Preferred
• Knowledge and understanding of local family and community needs and concerns.
• Ability to case manage multiple inquiries simultaneously.
• Demonstrated customer service mindset and/or previous customer service experience.
• Ability to proactively and strategically work to resolve family issues and inquires.
• Ability to work and function as part of a team.
• Ability to build relationships with diverse constituencies.
• Well developed strategic thinking and planning skills.
• Attention to detail.
• Highly motivated, self directed team player with a history of success.
• Strong interpersonal and communication skills.
• Familiarity with NYCPS programs, policies, regulations, and systems related to areas of expertise.
• Strong computer skills and ability to input, track and document information in an online database.
Salary: $72,114
(Internal candidates who are selected for this position and who currently hold comparable or less senior positions within the DOE will not earn less than their current salary.)
Please include a resume and cover letter with your application.
NOTE: The filling of all positions is subject to budget availability and/or grant funding.
• New York City Residency is NOT Required *
We encourage all applicants from the New York City tri-state area to apply.
AN EQUAL OPPORTUNITY EMPLOYER
DOE Non- Discrimination Policy
The Department of Education of the City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment upon any legally protected status or protected characteristic, including but not limited to an individual's actual or perceived sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, or pregnancy. For more information, please refer to the DOE Non-Discrimination Policy.
REQUESTING AN ACCOMMODATION - APPLICANTS
Any prospective employee (applicant) who is a qualified individual with a disability may request a reasonable accommodation to assist in the application process. If an applicant for employment believes that they have a qualifying disability and are in need of a reasonable accommodation in order to participate in the application process on an equal basis as applicants who do not have a disability, they should request an accommodation with their interview team or contact ODA by emailing ODA@schools.nyc.gov. The determination of the accommodation request will be communicated to the applicant in writing.
https://infohub.nyced.org/docs/default-source/doe-employees-only/personnel-memorandum-6-2024-2025---accommodations.pdf
Public Service Loan Forgiveness As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education's website at https://studentaid.gov/pslf/.