] Office of Human Resources - Montgomery County Public Schools

OFFICE OF HUMAN RESOURCES AND DEVELOPMENT → CLASSIFICATION → COORDINATOR, BOE CONSTITUENT SERVICES

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Coordinator, BOE Constituent Services

MONTGOMERY COUNTY PUBLIC SCHOOLS CLASS DESCRIPTION
OFFICIAL TITLE: Coordinator CODE: 0660 SQ/OQ: Not Applicable
WORKING TITLE: Coordinator, BOE Constituent Services GRADE: N MONTHS: 12
SUMMARY DESCRIPTION OF CLASSIFICATION: Under direction of the Ombudsman, the Coordinator of Board of Education (BOE) Constituent Services (Coordinator) monitors and coordinates the management system for inquiries, comments or concerns sent to the Board and serves as the Board's contact for stakeholders requesting information about policies, programs or practices. Under direction of the Ombudsman, the Coordinator provides accurate and timely information, addresses concerns, resolves complaints, and connects constituents with the appropriate resources or offices. The Coordinator monitors all incoming BOE email, drafts responses and manages the data log. Under the direction of the Ombudsman, creates and implements focused community engagement strategies and elevates community-wide awareness of mediation and facilitation services available through the Board office. The Coordinator is responsible for designing and implementing community outreach efforts both internally and externally to increase the visibility of the dispute resolution services housed in the Office of the Board of Education. The Coordinator evaluates effectiveness of constituent communications processes and strategies for purposes of continuous improvement. The Coordinator develops and manages relationships between MCPS offices and departments as well as community-based organizations to help resolve constituent cases.
MINIMUM QUALIFICATION STANDARDS
KNOWLEDGE, SKILLS, AND ABILITIES: Thorough knowledge of effective communication methods and strategies and ability to communicate with a broad range of stakeholders and diverse audiences. Exceptional customer service skills. Knowledge and understanding of the K-12 landscape. Multilingual skills preferred. Knowledge of case management, intake and research and decision-making skills, with ability to proactively find solutions and work independently, as well as to collaborate across a small team. Ability to utilize tact and discretion when interacting with other offices, constituents, community groups, and the public. Ability to maintain effective working relationships. Ability to work calmly in the presence of constituents who may express frustration or hostility. Excellent planning, organization, management, communications (oral and written) and human relations skills. Ability to treat confidential information with appropriate discretion. Ability to cultivate relationships with both internal and external stakeholders. Creates and maintains records including documenting communications, findings, requests, and research process. Ability to explain complex issues to a broad spectrum of stakeholders.
EDUCATION, TRAINING, AND EXPERIENCE: Bachelor's degree in communications, public relations, social work, education or related discipline required. Master's degree preferred; course work or experience in mediation, alternative dispute resolution (ADR), public education or a related field preferred. Minimum of three years of professional experience. Professional experience with constituent services, case management, social service delivery and/or client intake preferred. Successful experience in community engagement, case management or ADR, outreach plan development, and project implementation required. Ability to provide excellent customer service and employ problem-solving skills. Other combinations of education, training, and experience which provide the knowledge, abilities and skills necessary to perform effectively in this position may be considered.
CERTIFICATE AND LICENSE REQUIREMENTS: None
PHYSICAL DEMANDS: (Special requirements such as lifting heavy objects and frequent climbing.) None
SPECIAL REQUIREMENTS: (Frequent overtime or night work required, etc.) Ability to work extended hours, including nights and weekends, as required by Board activities and office needs. May be required to use personal vehicle to travel to county or state events. Mileage reimbursement processes apply.
OVERTIME ELIGIBLE: No

EXAMPLES OF DUTIES AND RESPONSIBILITIES:

Note: (Incumbents may perform any combination of the essential functions shown below. This position description is not intended to be an exhaustive list of all duties, knowledge, or ability associated with this classification, but is intended to accurately reflect the core job elements.)

Coordinates and monitors all Board inbox communications and related activities, ensuring that messaging is current, accurate, timely and represents the Board's and MCPS' core values.

Provides case management for cases identified by the Ombudsman. Drafts responses to family, community or staff concerns and/or questions relating to the school system; forwards inquiries to the appropriate office or department when necessary and ensures follow-up.

Explains policies and procedures to parents, community members and representatives of various interest groups.

Facilitates meetings and special events for the Board office such as the Distinguished Service Awards and Back to School Fair.

Attends meetings with and for the BOE as required. These meetings and events may include some evening and weekend work.

Monitors case trends and data analytics to identify and propose recommendations for process improvement.

May conduct research on assigned topics.

Assists in creating presentations for events, meetings or targeted audiences as requested.

In coordination with the BOE Communications Coordinator, collaborates in the creation of informational content for the Board website or other Board communications channels.

Develops metrics and implements specific instruments to measure customer satisfaction.

Analyzes results and makes recommendations to improve communication and constituent services based on analysis.

Reviews correspondence to the Board members and office and drafts, revises, and edits written responses at the request of the Ombudsman.

Performs related duties consistent with the scope and intent of the position.
Class Established: 10/2024
Date(s) Revised:
Last Reviewed:

This description may be changed at any time.