Job Description

Job Title

Position Title: Program Associate I - Constituent Response

Location: Fisher Building, 3011 W. Grand Blvd., Detroit, MI 48202

Salary: $75,048 - $98,163

Reports to: Executive Director, Office of Strategy

Bargaining Unit: OSAS

Benefits Eligible: Yes

Telecommuting Eligibility: Eligible for telecommuting up to 20% (one day per week)

Position Summary:

The Program Associate I works with the Executive Director to support smooth and efficient operations across Central Office. The Program Associate will work across departments and support mission-critical projects to ensure that the district can fulfill its commitment to its students, families, staff and community partners. The Program Associate I will be responsible for managing the District's constituent response (CR) process and OnFlo ticketing system, ensuring that questions and concerns from families and the community are tracked, triaged, and resolved efficiently and with high-quality customer service.

The ideal candidate will be well organized, possess strong analytical skills, able to translate data findings into actionable insights, and a passion for supporting families and schools.

Minimum Qualifications:

• Must possess and provide evidence of a Bachelor's degree (or higher) from an institution accredited by the North Central Association of Colleges and secondary Schools or an equivalent higher education agency
• Demonstrated exceptional critical-thinking skills, ability to structure and solve problems, synthesize analysis into key takeaways and recommendations
• Demonstrated ability to thoroughly understand large school district landscape
• Ability to work independently and manage multiple tasks
• Proven writing and editing skills
• Strong verbal communication skills
• Strong interpersonal and teamwork skills with the ability to work effectively across teams and functions within the organization
• Must be able to maintain a strict level of confidentiality as it relates to handling the district's information and in relation to constituent response (CR) work associated with the Office of the Superintendent
• Ability to prioritize and respond quickly to competing demands
• A clear commitment to setting and upholding high standards
• Strong technical skills with the Microsoft Office 365 product suite, SharePoint, and Microsoft Teams.
• Familiarity with business intelligence applications (e.g., Power BI, Tableau, etc.) and dashboard design (preferred).
• Prior experience with customer service management (CRM) tools (strongly preferred).

Essential Functions:¿

Track and coordinate all constituent relations for the District.

Process constituent inquiries and complaints inclusive of entering contacts in a tracking database and working with other internal staff to ensure an accurate and timely response.

Support with drafting constituent responses as needed.

Provide responsive, courteous, and helpful customer service to District constituents.

Develop and provide actionable weekly reports on constituent issues and responses.

Analyze constituent response data to provide trends/insights to senior leadership.

Continually assess the constituent response system to identify opportunities for system improvement/enhancement.

Serve as the primary administrator for the District's OnFlo ticketing system, including system configuration, user access, and day-to-day operations.

Monitor and triage incoming tickets and inquiries from families and the community, routing them to the appropriate department for response.

Track ticket status from intake through resolution to ensure timely, accurate follow-up.

Develop and maintain standard operating procedures for ticket intake, escalation, and response.

Generate regular reports on ticket volume, response times, and resolution trends for senior leadership.

Analyze ticket data to identify trends to improve the user experience.

Train and support staff across departments on proper use of the OnFlo system

Serve as the point of contact for OnFlo system troubleshooting, coordinating with internal teams and/or the vendor as needed.

Lead continuous improvement efforts for the ticketing system and related workflows.

Perform other duties as assigned.

Security Clearance:

Internal Applicants

If you are a current Detroit Public Schools Community District employee, you do not have to submit to a new security clearance, unless your new role requires a different type of criminal background check.

External Applicants

In alignment with Michigan law, if you are hired to fill a position, you will be required to submit to a Detroit Public Schools Community District criminal background check. Information regarding required background checks will be shared at point of hire.

Method of Application:

Applicants must apply through the online application system. Only applications submitted through the online application system will be considered for any posted position and all applications require a resume to be considered.

Successful candidates are required to submit official transcript(s) at point of offer to hire. Teaching service outside of the Detroit Public Schools Community District must be verified by the applicant's prior employer(s) prior to hire. It is the applicant's responsibility to provide all documentation (including copies) as requested.

Applicants requesting assistance during the application process should contact the Office of Human Resources via email at [email protected] or phone at (313) 873-6897.