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 for learners of all ages, especially historically underserved learners. PRS Supervisors oversee PRS Specialists who manage complaints and provide technical assistance on state and federal education requirements, including special education and general education program requirements. Supervisors are expected to have substantial experience with complaint management procedures and the legal and regulatory requirements overseen by PRS. They provide frequent guidance, support, and supervision, ensuring that staff guidance is accurate, timely, and aligned with law, regulation, Department guidance, and policy.

This position is intended to supervise the PRS Corrective Action Team, though supervisors may be called upon to support other responsibilities as organizational needs evolve. The role follows a hybrid model with three assigned in-office days per week; the primary work location is Everett. Travel throughout the Commonwealth is required.

The supervisor leads staff in reviewing, analyzing, and responding to allegations of non-compliance and requests for technical assistance. The role includes managing matters through the PRS complaint management system, reviewing casework and correspondence, advising on investigations and follow-up, ensuring determinations and corrective action orders comply with applicable requirements, supporting timely resolution, and developing staff expertise. The supervisor also meets regularly with staff and administrators to coordinate responses, resolve issues, and improve the unit, and undertakes special projects or other assigned duties.

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, program, or service. Depending on assignment, at least one year of supervisory, program coordination, or managerial experience is required. A doctorate in a specific or related educational content area may substitute for two years of required experience. A current and valid Massachusetts motor vehicle operator’s license, or equivalent from another state, may be required depending on assignment.

Requirements

• Master’s degree in a specific or related educational content area, program, or service.
• 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.
• A doctorate in a specific or related educational content area may substitute for two years of the required experience.
• Ability to travel throughout the Commonwealth.
• Depending on assignment, possession of a current and valid Massachusetts motor vehicle operator’s license or equivalent from another state may be required.

Nice To Haves

• Excellent written and verbal communication skills, including experience writing, editing, and synthesizing complex materials into clear statements, summaries, and findings.
• 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.
• Demonstrated ability to lead a team, preferably through a motivating and supportive approach, and to provide constructive feedback.
• Experience with dispute resolution involving public 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.
• Commitment and ability to proactively support the team’s mission and core values, including purpose, continuous improvement, collaborative teamwork, stewardship, learner-centeredness, equity, and racial equity.
• Demonstrated ability to work effectively under pressure, stress, or in a high-volume environment; flexibility and willingness to learn new material and adapt to change.
• Commitment to cultural competence and carrying out duties objectively and without bias; experience with diverse constituencies is preferred.
• Experience working with state agencies.

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 Specialist staff on appropriate investigations and other complaint follow-up.
• 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 orders as needed, ensuring consistency with applicable laws, regulations, guidance, policy, and requirements.
• Oversee and support timely complaint resolution within applicable timelines and 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 conformity, and consistency with PRS and Department practice and policy.
• Support the Director and Assistant Director with other assigned tasks.
• Meet regularly with staff and administrators to coordinate responses, share information, resolve issues, and develop strategies to improve the unit and ensure compliance with applicable requirements.
• Undertake special projects and perform other assigned duties.
• Travel throughout the Commonwealth.

Benefits

• Comprehensive employee benefits and rewards.

What This Job Offers

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