Problem Resolution Team Supervisor
Commonwealth of Massachusetts
Problem Resolution Team Supervisor
Commonwealth of Massachusetts
State government provides public services
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 follows a hybrid model of three (3) assigned in-office days per week. The primary work location is Everett.
Problem Resolution Systems (PRS) works to expand, enhance, and ensure equitable access to high quality educational options for learners of all ages, especially those who have been historically underserved. DESE and PRS are committed to diversity, equity, and inclusion and work to eliminate explicit and implicit bias, to dismantle racism and to promote social justice within districts, schools, and programs.
PRS Supervisors oversee PRS Specialists whose duties include implementing complaint management procedures through the Department's Problem Resolution System and providing technical assistance regarding interpretations of state and federal education requirements regarding both special education and general education program requirements. As a result, Supervisors are required to be highly experienced in complaint management procedures and in the legal and regulatory requirements that PRS oversees.
PRS Supervisors are responsible for providing high-quality leadership to their staff through frequent guidance, support, and supervision. Supervisors must ensure that their guidance is accurate, timely, and calibrated with law, regulation, and Department guidance and policy.
The primary duties of a Problem Resolution Team Supervisor are\:
1. Provide timely supervision and direct support to the Specialist staff in the review, analysis, and response to allegations of non-compliance and/or requests for technical assistance sought from the Department. Supervisors must ensure that PRS provides accurate technical assistance and determinations, follows proper investigatory procedures, issues clear and timely correspondence as required, and that Department/PRS procedures are followed. As a part of this responsibility, PRS Supervisors\:
• Manage cases/matters through PRS complaint management system, ensuring timely and accurate submissions consistent with PRS/Department practice and procedure;
• Provide timely review and consistent feedback on individual cases/matters;
• Advise Specialist staff to identify areas appropriate for investigation or other follow-up needed in response to complaints received by the Department;
• Ensure complaint determinations and Department orders are consistent with current laws, regulations, Department guidance and policy, and legal decisions;
• Supervise the implementation of CAPS and CAP orders, as needed, ensuring that the CAP procedures and decisions are consistent with current laws, regulations, Department guidance and policy, and/or other requirements.
• Oversee and support the timely resolution of complaints within applicable timelines and consistent with Department/PRS policies;
• 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.
• Review PRS correspondence, including Requests for Local Report, Extension Letters, determination letters, and corrective action orders, as needed for clarity, accuracy, conformity with legal standards, and consistency with PRS/Department practice and policy;
• Support the Director and Assistant Director with other tasks as assigned.
2. Meet regularly with staff and administrators to ensure PRS acts consistent with current laws, regulations, Department guidance and policy, and/or other requirements. These meetings are intended to provide an opportunity for staff, supervisors, and/or administrators to share information, coordinate responses, resolve issues, and develop strategies to improve the unit.
3. Special projects and/or perform other duties, as assigned.
The ability to travel throughout the Commonwealth is required.
Preferred Qualifications\:
Excellent written and verbal skills, including experience writing, editing, and synthesizing complex materials into clear statements, summaries, and findings.
Professional experience in public and/or private elementary or secondary education setting, including, but not limited to teaching, education administration, and/or legal representation. Emphasis in special education and/or experience in a school setting is preferred.
Demonstrated ability to lead a team, preferably through a motivating and supportive approach. Exemplary communication skills are a requirement for this role, which includes but is not limited to, the ability to administer feedback constructively.
Experience with dispute resolution processes involving public school districts, local education agencies, state educational authorities, federal agencies, advocates, attorneys, and/or parents/guardians. Professional experience, training or education in mediation, dispute resolution or conflict resolution is preferred;
Commitment to team mission and core values, which include acting with purpose, continuous improvement, collaborative teamwork, stewardship, learner-centered, equity and racial equity). Must have the ability to proactively support and uphold the team mission and core values.
Demonstrated ability to work effectively 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 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 working with state agencies is preferred.
Please include a cover letter with your resume.
Questions regarding this position or the application process should be directed to [email protected].
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 follows a hybrid model of three (3) assigned in-office days per week. The primary work location is Everett.
Problem Resolution Systems (PRS) works to expand, enhance, and ensure equitable access to high quality educational options for learners of all ages, especially those who have been historically underserved. DESE and PRS are committed to diversity, equity, and inclusion and work to eliminate explicit and implicit bias, to dismantle racism and to promote social justice within districts, schools, and programs.
PRS Supervisors oversee PRS Specialists whose duties include implementing complaint management procedures through the Department's Problem Resolution System and providing technical assistance regarding interpretations of state and federal education requirements regarding both special education and general education program requirements. As a result, Supervisors are required to be highly experienced in complaint management procedures and in the legal and regulatory requirements that PRS oversees.
PRS Supervisors are responsible for providing high-quality leadership to their staff through frequent guidance, support, and supervision. Supervisors must ensure that their guidance is accurate, timely, and calibrated with law, regulation, and Department guidance and policy.
The primary duties of a Problem Resolution Team Supervisor are\:
1. Provide timely supervision and direct support to the Specialist staff in the review, analysis, and response to allegations of non-compliance and/or requests for technical assistance sought from the Department. Supervisors must ensure that PRS provides accurate technical assistance and determinations, follows proper investigatory procedures, issues clear and timely correspondence as required, and that Department/PRS procedures are followed. As a part of this responsibility, PRS Supervisors\:
• Manage cases/matters through PRS complaint management system, ensuring timely and accurate submissions consistent with PRS/Department practice and procedure;
• Provide timely review and consistent feedback on individual cases/matters;
• Advise Specialist staff to identify areas appropriate for investigation or other follow-up needed in response to complaints received by the Department;
• Ensure complaint determinations and Department orders are consistent with current laws, regulations, Department guidance and policy, and legal decisions;
• Supervise the implementation of CAPS and CAP orders, as needed, ensuring that the CAP procedures and decisions are consistent with current laws, regulations, Department guidance and policy, and/or other requirements.
• Oversee and support the timely resolution of complaints within applicable timelines and consistent with Department/PRS policies;
• 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.
• Review PRS correspondence, including Requests for Local Report, Extension Letters, determination letters, and corrective action orders, as needed for clarity, accuracy, conformity with legal standards, and consistency with PRS/Department practice and policy;
• Support the Director and Assistant Director with other tasks as assigned.
2. Meet regularly with staff and administrators to ensure PRS acts consistent with current laws, regulations, Department guidance and policy, and/or other requirements. These meetings are intended to provide an opportunity for staff, supervisors, and/or administrators to share information, coordinate responses, resolve issues, and develop strategies to improve the unit.
3. Special projects and/or perform other duties, as assigned.
The ability to travel throughout the Commonwealth is required.
Preferred Qualifications\:
Excellent written and verbal skills, including experience writing, editing, and synthesizing complex materials into clear statements, summaries, and findings.
Professional experience in public and/or private elementary or secondary education setting, including, but not limited to teaching, education administration, and/or legal representation. Emphasis in special education and/or experience in a school setting is preferred.
Demonstrated ability to lead a team, preferably through a motivating and supportive approach. Exemplary communication skills are a requirement for this role, which includes but is not limited to, the ability to administer feedback constructively.
Experience with dispute resolution processes involving public school districts, local education agencies, state educational authorities, federal agencies, advocates, attorneys, and/or parents/guardians. Professional experience, training or education in mediation, dispute resolution or conflict resolution is preferred;
Commitment to team mission and core values, which include acting with purpose, continuous improvement, collaborative teamwork, stewardship, learner-centered, equity and racial equity). Must have the ability to proactively support and uphold the team mission and core values.
Demonstrated ability to work effectively 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 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 working with state agencies is preferred.
Please include a cover letter with your resume.
Questions regarding this position or the application process should be directed to [email protected].
First consideration will be given to those applicants that apply within the first 14 days.
Minimum Entrance Requirements\:
Applicants must have a Master’s degree and at least five years of full-time, or equivalent part-time, educational experience in a specific or related content area, educational program/or service; Based on assignment, candidates must possess at least one year of supervisory, program coordination or managerial experience;
a Doctorate degree in a specific or related educational content area may be substituted for two years of the required experience; one year of education equals 30 semester hours; education towards a degree in a specific or related educational content area will be prorated on the basis of the proportion of the requirements actually completed.
Special Requirements\: Based on assignment, possession of a current and valid Massachusetts Motor Vehicle Operator's License or the equivalent from another state may be required.
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.
Want the specifics?Explore our Employee Benefits and Rewards!
An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.
The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.
First consideration will be given to those applicants that apply within the first 14 days.
Minimum Entrance Requirements\:
Applicants must have a Master’s degree and at least five years of full-time, or equivalent part-time, educational experience in a specific or related content area, educational program/or service; Based on assignment, candidates must possess at least one year of supervisory, program coordination or managerial experience;
a Doctorate degree in a specific or related educational content area may be substituted for two years of the required experience; one year of education equals 30 semester hours; education towards a degree in a specific or related educational content area will be prorated on the basis of the proportion of the requirements actually completed.
Special Requirements\: Based on assignment, possession of a current and valid Massachusetts Motor Vehicle Operator's License or the equivalent from another state may be required.
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.
Want the specifics?Explore our Employee Benefits and Rewards!
An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.
The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.
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State government provides public services
The Commonwealth of Massachusetts runs state government operations to deliver public services and enforce laws for residents and communities. It provides programs and services through agencies and online portals, and residents interact by applying for benefits, renewing licenses, paying fees, or accessing records. Unlike private companies, it is funded by public funds and guided by policy, accountability, and transparency to serve all residents rather than shareholders. Its goal is to improve people’s lives by implementing legislative actions and delivering reliable, efficient public services.
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