Intake Specialist (Anticipated Vacancy) (SY26-27)

Boston Public Schools•Boston, MA

1d•Onsite

About The Position

This position is an anticipated vacancy. It is expected to be vacant by 09/25/2026. However, the current incumbent has a right to rescind their retirement, leave, or resignation up until the day of the expected vacancy date. Founded in 1647, Boston Public Schools (BPS) is the oldest public school district in the country. With approximately 49,000 students from over 114 different countries, more than 10,000 employees, and an annual budget of $1.2 billion, BPS is the largest school district in Massachusetts and is one of the most diverse as well. BPS has been recognized as one of the top urban school districts in the United Students and was recently awarded the Broad Prize for Urban Education as the most improved urban school district in the nation. OFFICE DESCRIPTION: The Office of Civil Rights (OCR) is charged with monitoring and working to ensure employment and educational equity within the Boston Public Schools. The Office has primary responsibility for investigating concerns regarding possible explicit bias-based incidents, including sexual misconduct, and taking proactive steps to prevent such incidents and ensure a welcoming, respectful, and equitable education and employment experience for all members of the BPS community. POSITION SUMMARY : The Office of Civil Rights (OCR), part of the Office of the Superintendent, plays a critical role in advancing equity and ensuring that all members of the Boston Public Schools (BPS) community are supported. The OCR Intake Specialist serves as the primary point of contact for students, caregivers, staff, partners, and other stakeholders who have questions, concerns, or complaints related to bias-based or sexual misconduct, civil rights issues, and the district’s Equity Circulars. The OCR Intake Specialist ensures exceptional customer service—by phone, email, or in person—and provides accurate information, documents complaints, initiates investigations when necessary, and facilitates access to appropriate resources. This role requires professionalism, a thorough understanding of BPS Equity Policies, and the ability to assess constituent needs, resolve issues directly when possible, or connect individuals to the appropriate individuals or departments for further support. The OCR Intake Specialist ensures accountability and transparency by maintaining accurate records through a technology-based tracking system and supports both the Office of Civil Rights and the Superintendent’s Office in timely and effective case management. The OCR Intake Specialist demonstrates strong communication and time-management skills, resource navigation, and the ability to thrive in a fast-paced, multilingual, and multicultural environment where continuous learning and improvement are essential.

Requirements

Minimum of a high school diploma or High School Equivalency (HSE) credential (prior customer service experience may be substituted)
Strong phone and verbal communication skills
Strong active listening skills, with demonstrated patience and empathy
Experience working with constituents from a diverse array of backgrounds and needs
Collaborative focus on work, while able to work independently
Excellent time management
Strong writing skills with a focus on clarity, accuracy and brevity
Ability to multitask in a fast-paced environment
Ability to stay calm in high pressure situations
Adaptable problem solving - able to generate creative and innovative solutions, while maintaining the integrity of BPS systems and policies
Ability to analyze and communicate complex issues effectively, both verbally and in writing
Curious learner who asks questions and seeks out answers
Ability and desire to go the extra step to ensure understanding
Demonstrates strong organizational skills, with the ability to effectively prioritize tasks, manage competing deadlines, and adapt to shifting priorities in a fast-paced environment
Demonstrated follow-through
Current authorization to work in the United States - Candidates must have such authorization by their first day of employment

Nice To Haves

Experience working as a family advocate, in a resource center or call center
Demonstrated ability to provide high quality customer service
Demonstrated skill and comfort with technology
Demonstrated experience with compliance or regulatory standards
Post secondary degree or relevant certification related to work
Fluent in one or more of the following languages: Spanish, Cape Verdean, Portuguese, French, Arabic, Chinese, Somali, Vietnamese, Haitian Creole

Responsibilities

Manage in a professional manner a heavy volume of inbound and outbound calls,emails, referrals and potentially in-person visitors, in a timely manner with linguistic and cultural appropriateness.
Be well-versed on all aspects of BPS, especially family-facing protocols and policies.
Build relationships with the various BPS department contacts, school superintendents, operation leaders, school leaders and others to support our services to families, students, partners and others for effective navigation.
Engage with all stakeholders to understand and address concerns within BPS.
Participate in briefings and be prepared to respond to timely topics (safety incidents, pandemic related issues, etc.)
Assist with investigations of possible bias-based incidents, including helping document investigatory meetings, collecting relevant evidence, and drafting and/or proofreading case summaries.
Assist with tracking and processing employee disability and pregnancy-related accommodation requests.
Determine constituent needs and: Provide information as requested; Provide recommendations for solutions Research more complex issues and provide responses; Record and track constituent interactions in real time through a shared documentation system to ensure accuracy and transparency.
Attend and actively participate in staff meetings, required trainings, BPS working groups and professional development.
Support critical incidents effectively as a member of the Intake team in adherence with the OCR protocols
Other duties as assigned.