Problem Resolution Team Supervisor (ESD)

Commonwealth of Massachusetts • Everett, MA

3d • Hybrid

About The Position

The Education Secretariat’s Problem Resolution Systems (PRS) works to expand, enhance, and ensure equitable access to high-quality educational options, particularly for historically underserved learners. PRS is committed to diversity, equity, inclusion, eliminating bias and racism, and promoting social justice within districts, schools, and programs.

PRS Supervisors oversee PRS Specialists who manage complaints and provide technical assistance on state and federal education requirements for special education and general education programs. Supervisors must have substantial experience with complaint management procedures and the applicable legal and regulatory requirements. They provide frequent guidance, support, and supervision, ensuring that staff guidance is accurate, timely, and consistent with law, regulation, Department guidance, and policy.

The role provides leadership and direct supervision for the review, analysis, and resolution of allegations of non-compliance and requests for technical assistance. It also involves regular coordination with staff and administrators, special projects, and other assigned duties. The position follows a hybrid model with three assigned in-office days per week; the primary work location is Everett. Travel throughout the Commonwealth is required.

Requirements

• Master’s degree in a specific or related educational content area.
• At least five years of full-time, or equivalent part-time, educational experience in a specific or related content area, educational program, or service.
• At least one year of supervisory, program coordination, or managerial experience, based on assignment.
• Excellent written and verbal communication skills, including the ability to write, edit, and synthesize complex material into clear statements, summaries, and findings.
• Demonstrated ability to lead a team and provide constructive feedback.
• Ability to work effectively under pressure, stress, or in a high-volume work environment.
• Flexibility and willingness to learn new material and adapt to change.
• Commitment to cultural competence and to performing duties in an unbiased and objective manner.
• Ability to travel throughout the Commonwealth.
• A current and valid Massachusetts Motor Vehicle Operator’s License or equivalent from another state may be required, based on assignment.

Nice To Haves

• Professional experience in a public or private elementary or secondary education setting, including teaching, education administration, or legal representation; special education emphasis or school-setting experience is preferred.
• Experience with dispute resolution processes involving school districts, local education agencies, state educational authorities, federal agencies, advocates, attorneys, or parents and guardians.
• Professional experience, training, or education in mediation, dispute resolution, or conflict resolution.
• Experience working with a broad and diverse range of constituencies.
• Experience working with state agencies.
• A doctorate in a specific or related educational content area may substitute for two years of the required experience.

Responsibilities

• Provide timely supervision and direct support to Specialist staff reviewing, analyzing, and responding to allegations of non-compliance and requests for technical assistance.
• Manage cases and matters through the PRS complaint management system, ensuring timely and accurate submissions consistent with PRS and Department practices and procedures.
• Review individual cases and matters promptly and provide consistent feedback.
• Advise Specialists on appropriate investigations and other follow-up in response to complaints.
• Ensure complaint determinations and Department orders comply with current laws, regulations, Department guidance and policy, and legal decisions.
• Supervise implementation of CAPS and corrective action plan (CAP) orders as needed, ensuring consistency with applicable laws, regulations, guidance, policy, and other requirements.
• Oversee and support timely complaint resolution within applicable timelines and in accordance with Department and PRS policies.
• Identify and support staff development in content expertise, letter writing, and technical assistance.
• Review PRS correspondence, including Requests for Local Report, extension letters, determination letters, and corrective action orders, for clarity, accuracy, legal standards, and consistency with PRS and Department practices and policy.
• Support the Director and Assistant Director with other tasks as assigned.
• Meet regularly with staff and administrators to share information, coordinate responses, resolve issues, and develop strategies to improve the unit and ensure compliance with applicable requirements.
• Complete special projects and other assigned duties.
• Travel throughout the Commonwealth.

Benefits

• Comprehensive employee benefits and rewards.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager