Agenda Item #22
Job Description - Customer Care Administrator
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.
Recommend approval of the modified job description for the Customer Care Administrator.
Information - 11/22/2016
Consent after Information12/13/2016
Authority for Action
Involves Expenditure of Funds Directly in the Classroom
Source of Funding
Agenda Item will not Require the Expenditure of Funds
Rick Morton - Systems Analyst - Human Resources Services, ext. 253. Dr. Carol Kindt - Deputy Superintendent/Chief Human Resources Officer - Human Resources Services, ext. 200.