11-22-2016 Organization of the Board with Oath and Regular School Board Meeting
Agenda Item #45


Title
Job Description - Customer Care Administrator

Discussion
As part of the new strategic plan, we are increasing our efforts to support schools, attract and retain students, and decrease time the divisions of Leading & Learning and Student Services spend addressing escalated school issues. Our pilot, spearheaded by Linda Piccolella (Principal on Assignment), has demonstrated the need to have a leader with school-based experience to effectively support the Customer Care team and this initiative. To support this endeavor, some of our top indicators for this decision are as follows: School-based issues require expertise in the field of conflict resolution; Customers want to speak with someone with administrator-level authority; Need for administrative support for escalated calls; Reduce redundancy and circular references; Collection of data for quality improvement; Provide an increase in customer satisfaction. We are utilizing retained funds from the district re-organization to support this initiative and working through a third party service provider to initially staff this position until it is operating at the intended capacity.

Recommendation
Recommend approval of the modified job description for the Customer Care Administrator.

Meeting Date(s)
Information - 11/22/2016
Consent after Information12/13/2016

Authority for Action
F.S. 1001.42(5)(a)

Involves Expenditure of Funds Directly in the Classroom
No

Source of Funding
Agenda Item will not Require the Expenditure of Funds

FY
Amount
Budgeted
Fund
Cost Center
Project
Function
Object
Program

Contact
Rick Morton - Systems Analyst - Human Resources Services, ext. 253. Dr. Carol Kindt - Deputy Superintendent/Chief Human Resources Officer - Human Resources Services, ext. 200.


Attachment:  CustomerCareAdmin.pdf