Description
Chicago Public Schools (CPS) is the third-largest school district in the United States, serving over 340,000 students in 600+ schools and employing nearly 36,000 people, most of them teachers. CPS has set ambitious goals to ensure that every student, in every school and every neighborhood, has access to a world-class learning experience that prepares each for success in college, career, and civic life. In order to fulfill this mission, we make three commitments to our students, their families, and all Chicagoans: academic progress, financial stability, and integrity. Six core values are embedded within these commitments – student-centered, whole child, equity, academic excellence, community partnership, and continuous learning.
The Healthy CPS Hotline Team Lead serves as the first line of oversight and support for the Healthy CPS Hotline Coordinators and Operators. They support the frontline to organize relevant information for distribution to callers for all health-related issues and concerns raised by schools and communities. Examples include, but are not limited to, lice infestation, infectious disease outbreak, medical compliance, training for school staff on public health policy and guidelines, health insurance enrollment and access to primary care, school food program, access to health services and food security programs, and all other related public health issues and concerns. They are also responsible for performance oversight through call auditing and report development. The Healthy CPS Hotline Team Lead will work closely with Social Service Integration and Innovation (SSII) management to manage the performance of the team.
The Healthy CPS Hotline Team Lead will be held accountable for the following responsibilities:
Typical Duties/Responsibilities:
Performance Oversight (30%):
Responsible for hiring, training, and performance management to support the team of Hotline Coordinators and Operators
Conduct one-on-one meetings with Hotline Coordinators and Operators on a regular cadence
Maintain documentation of priorities, active projects, and any issues impacting employees’ work
Escalate staff issues to SSII Leadership as appropriate
Provide narratives and data to support the MOY and EOY RISE Review processes
Perform Call Auditing in accordance with the Office’s Call Auditing Standard Operating Procedure.
Randomly audit calls for all SSII and CFBU staff who accept inbound calls and grade calls against predefined criteria and scorecard
Work with SSII Leadership to escalate concerns about performance and support Call Review meetings with call specifics and areas of opportunity
Conduct refresher training with staff who do not pass call audits
Monitor performance reporting from In-Contact and provide Hotline Team with initial performance feedback when negative performance trends appear
Reporting (30%):
Collaborate with SSII Leadership to identify Key Performance Indicators for the Hotline
Build and deliver regular reporting to SSII Leadership on KPIs and performance of SSII and CFBU Staff who support the Hotline
Review reporting and share trends with staff as appropriate
Conduct trend analyses to identify operational changes over time, and leverage these analyses to champion improvements within the Office
Resource Development (30%):
Curate and deliver new hire and refresher training to all CFBU and SSII staff
Maintain Hotline Processes documentation to ensure a central location for resources related to all health and community related issues and concerns raised by schools and communities
Form relationships with key contacts in relevant departments to receive any new contact information or department information that is relevant for the Hotline to answer school or community questions
Healthy CPS Hotline Support (10%):
Maintain availability for on-call support during Peak Call Times and Emergency State call volumes.
During these times, the Healthy CPS Hotline Team Lead will be pulled for Hotline support to:
Answer all inbound calls into the Healthy CPS Hotline and provide requested resources regarding public health issues such as infectious disease outbreak, medical compliance, training for school staff on public health policy and guidelines, health insurance enrollment and access to primary care, school food program, access to health services, and food security programs.
Log all calls answered and ensure they are routed to the correct staff member and/or department for further technical assistance.
Answer surface-level questions related to the four Office of Student Health and Wellness (OSHW) departments that include Health Promotion, Health Services, Health Information and the Children and Family Benefits Unit (CFBU).
Provide school-level support by fulfilling data requests related to staff training compliance.
In order to be successful and achieve the above responsibilities, the Job Title must possess the following qualifications:
Type of Education Required:
Bachelor’s degree required or relevant work experience.
Type of Experience Required:
Minimum 3 years of work experience with relevant customer service and administrative support experience.
Minimum 1 year of work experience within a call center or hotline environment.
Background in public health policy, All Kids, Medicaid and SNAP programs preferred.
Experience with data entry.
Experience managing multiple tasks in a fast-paced environment.
Knowledge, Skills, and Abilities:
Ability to effectively communicate over the phone, present information to callers and respond to questions from parents and school staff in a timely manner.
Bilingual English/Spanish, English/Mandarin, English/Polish, English/Arabic preferred
Ability to communicate effectively, both verbally and in writing with management.
Demonstrate computer proficiency, including knowledge of word processing, spreadsheet, and database software.
Ability to use a range of technology, including but not limited to Microsoft Office, Google Suite, and Adobe Creative Cloud.
Ability to work independently as well as function effectively and collaboratively in a team environment.
Excellent organizational skills and ability to effectively multi-task.
Residency Requirement:
As a condition of employment with the Chicago Public Schools (CPS), employees are required to live within the geographic boundaries of the City of Chicago within six months of their CPS hire date and must maintain residency throughout their employment with the district.
Apply Now
To help us with our recruitment effort, please indicate your email/cover letter where (vacanciesinsyria.com) you saw this job posting.