Assistant Director of Problem Resolution Systems

The Education Secretariat is committed to equity and valuing the unique and diverse characteristics and experiences of every member of its workforce. We encourage an authentic workplace where colleagues show up as their full selves, where collaboration, innovation, and connections are key to realizing our mission that all children, youth, and families thrive socially, academically, and economically. We seek teammates who are committed to promoting a diverse and inclusive work environment, where everyone is valued and engaged. We encourage you to apply and identify your strengths in these areas.

This position would be expected to follow a hybrid model that combines at least two in-office workdays per week and telework days working within commuting distance of our office in Everett, MA as needed.

The Assistant Director of Problem Resolution Systems (PRS) works closely with the Director to coordinate daily operations of the unit and is uniquely responsible for ensuring the substantive consistency of the PRS investigation’s determinations. The PRS Assistant Director is responsible for the logistics, development and implementation of the unit’s goals and oversees the daily operations to ensure compliance with the state and federal requirements as well as the Department’s guidance and policies. They will directly oversee a team of PRS Supervisors.

Key Areas of Responsibility:

1. Oversee implementation of the Problem Resolution System Complaint System(s).

Assists the Director in developing and maintaining an effective system of managing state complaints filed with the Department that satisfies the relevant federal and state requirements related to the processing of state complaints, including, but not limited to issuing clear, accurate, and timely determinations, that followed proper investigatory procedures. Assists the Director by creating and maintaining system(s) for monitoring and verifying the satisfaction of ordered corrective action pursuant to determinations of non-compliance.

Develops, enhances, and maintains systems for efficient processing of complaints filed with the PRS system that alleges non-compliance on behalf of PRS (SEA Complaints). As SEA Complaints typically require an independent investigation, in collaboration with other relevant offices (e.g., the Legal Office), the Assistant Director must ensure that PRS provides accurate and timely responses to any investigation request received and implements any corrective action ordered pursuant to this process.

Supports the Director by ensuring that PRS provides responsive technical assistance resources to the public and that PRS resources remain accessible to all interested parties, including families, educators, and community members.

In collaboration with other offices, supports and ensures that PRS-related public record requests are timely, responsive, and comprehensive.

Assists the Director in managing all PRS Office functions, including unit staffing, budgeting, and developing office policies and procedures.

Improves upon and continues to enhance PRS’s data protocols to ensure that PRS can meet its reporting obligations and does so in a way that is efficient, comprehensive, and accurate.

2. Establish and maintain effective supervision structures.

Establishes and enforces norms and expectations for Supervisors regarding their responsibilities in oversight of PRS Liaisons and other team staff.

Develops and maintains a cohesive staff unit, to provide an opportunity for staff, supervisors, and/or administrators to share information, calibrate understanding and expectation of relevant matters, resolve issues, and develop strategies to improve the unit/Department’s functioning.

3. Collaborates to Enforce the Department’s General Supervision Authority

With the Director, collaborate with offices within the Department by utilizing data and information gathered through the state complaint process to inform the implementation of the Department’s general supervision authority.

Support the Director in complying with any audit(s) (e.g., U.S. Department of Education, Office of the State Auditor) and support implementation of any ordered corrective actions.

Oversee enforcement of determinations issued by the Bureau of Special Education Appeals (BSEA) to ensure implementation of BSEA orders.

4. Community Engagement

Offer informative and relevant training, resources, and technical assistance to audiences such as Department Advisory Groups, Districts/Schools, and parent organizations to educate on the PRS resources and relevant education-related topics.

5. Other projects as assigned by the Director.

Preferred Skills and Attributes:

Demonstrated ability to effectively lead a team, preferably a large team (5 team members) through a supportive approach. Leadership experience must include planning, organizing, directing, and motivating a team.

Exemplary verbal and written communication skills are a requirement for this role, which includes but is not limited to, the ability to administer feedback constructively. Possess the skillset to identify and support staff development in areas such as content expertise (i.e., special education law or regulation, student discipline, etc.), letter writing, and provision of technical assistance.

Demonstrated ability to work effectively and make sound decisions under pressure, stress, and/or in a high-volume work environment. Must be flexible and willing to learn new material and adapt to change.

Commitment to team mission and core values, which include acting with purpose, continuous improvement, collaborative teamwork, student-centered, and dedication to the Department’s Educational Vision. Must have the ability to proactively support and uphold the team mission and core values.

Knowledge of current state and federal education laws and regulations, including an extensive understanding regarding the requirements of a state complaint process, the Department’s General Supervision Authority, and PRS’s role in that supervision. Knowledge of the Department’s policies, procedures, and practices, including those of the PRS Office is a plus.

Excellent written and verbal skills, including experience writing, editing, and synthesizing complex materials into clear statements, summaries, and findings.

Commitment to achieving cultural competence and implementing their duties in an unbiased and objective manner. Experience working with a broad and diverse range of constituencies is preferred.

Experience in a public and/or private elementary or secondary education setting, including, but not limited to teaching and/or education administration.

Experience with dispute resolution processes involving public school districts, local education agencies, state educational authorities, and/or federal agencies. Experience handling complaints regarding school services and oversight of a state complaint system.

Experience working with school/district administrators to ensure compliance with state and federal program requirements.

Knowledge of PRS and DESE procedures and protocols strongly preferred.

Travel is required for this position.

Questions regarding this position or the application process should be directed to Dawn.E.DeRoche@mass.gov

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

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