Intake Specialist (Anticipated Vacancy) (SY26-27)

Boston Public Schools; Boston (MA); On-site; USD 53,000 - 64,000; Full time

Job summary

Boston Public Schools (BPS) is hiring an Intake Specialist (Anticipated Vacancy) for the OCR in the Central Office. This role serves as the first point of contact for questions, concerns, or complaints related to bias-based or civil rights issues and the district’s Equity Circulars.

The Intake Specialist provides accurate information, documents complaints, initiates investigations when needed, and connects individuals to the right resources.

Qualifications

• Strong phone and verbal communication skills.
• Active listening with patience and empathy.
• Experience with diverse backgrounds and needs.
• Strong writing skills: clarity, accuracy, brevity.
• Ability to multitask in a fast-paced environment.
• Strong organizational skills and prioritization.
• Must have current authorization to work in the United States.

Responsibilities

• Handle high volume calls, emails, referrals, and visitors with professionalism.
• Know and communicate BPS policies for families and students.
• Build relationships with BPS departments and leaders for navigation.
• Engage with stakeholders to understand and address concerns.
• Assist investigations of bias-based incidents and document findings.
• Track constituent interactions in real time using shared system.
• Participate in trainings, meetings, and professional development.
• Support incident response according to OCR protocols.

Skills

Verbal communication

Active listening

Diversity experience

Writing skills

Multitasking

Organizational skills

US work authorization

Job description

Intake Specialist (Anticipated Vacancy) (SY26-27)

Starting Date: Immediately

Boston Public Schools Central Office - Civil Rights - Boston, Massachusetts Open in Google Maps

This job is also posted in Boston Public Schools

Job Description

This position is an anticipated vacancy. It is expected to be vacant by 09/25/2026. However, the current incumbent has a right to rescind their retirement, leave, or resignation up until the day of the expected vacancy date.

Founded in 1647, Boston Public Schools (BPS) is the oldest public school district in the country. With approximately 49,000 students from over 114 different countries, more than 10,000 employees, and an annual budget of $1.2 billion, BPS is the largest school district in Massachusetts and is one of the most diverse as well. BPS has been recognized as one of the top urban school districts in the United Students and was recently awarded the Broad Prize for Urban Education as the most improved urban school district in the nation.

Office Description

OFFICE DESCRIPTION:

The Office of Civil Rights (OCR) is charged with monitoring and working to ensure employment and educational equity within the Boston Public Schools. The Office has primary responsibility for investigating concerns regarding possible explicit bias-based incidents, including sexual misconduct, and taking proactive steps to prevent such incidents and ensure a welcoming, respectful, and equitable education and employment experience for all members of the BPS community.

Position Summary

POSITION SUMMARY:

The Office of Civil Rights (OCR), part of the Office of the Superintendent, plays a critical role in advancing equity and ensuring that all members of the Boston Public Schools (BPS) community are supported. The OCR Intake Specialist serves as the primary point of contact for students, caregivers, staff, partners, and other stakeholders who have questions, concerns, or complaints related to bias-based or sexual misconduct, civil rights issues, and the district’s Equity Circulars.

The OCR Intake Specialist ensures exceptional customer service—by phone, email, or in person—and provides accurate information, documents complaints, initiates investigations when necessary, and facilitates access to appropriate resources. This role requires professionalism, a thorough understanding of BPS Equity Policies, and the ability to assess constituent needs, resolve issues directly when possible, or connect individuals to the appropriate individuals or departments for further support.

The OCR Intake Specialist ensures accountability and transparency by maintaining accurate records through a technology-based tracking system and supports both the Office of Civil Rights and the Superintendent’s Office in timely and effective case management. The OCR Intake Specialist demonstrates strong communication and time-management skills, resource navigation, and the ability to thrive in a fast-paced, multilingual, and multicultural environment where continuous learning and improvement are essential.

Responsibilities

• Manage in a professional manner a heavy volume of inbound and outbound calls, emails, referrals and potentially in-person visitors, in a timely manner with linguistic and cultural appropriateness.
• Be well-versed on all aspects of BPS, especially family-facing protocols and policies.
• Build relationships with the various BPS department contacts, school superintendents, operation leaders, school leaders and others to support our services to families, students, partners and others for effective navigation.
• Engage with all stakeholders to understand and address concerns within BPS.
• Participate in briefings and be prepared to respond to timely topics (safety incidents, pandemic related issues, etc.)
• Assist with investigations of possible bias-based incidents, including helping document investigatory meetings, collecting relevant evidence, and drafting and/or proofreading case summaries.
• Assist with tracking and processing employee disability and pregnancy-related accommodation requests.
• Determine constituent needs and:
• Provide information as requested;
• Provide recommendations for solutions
• Research more complex issues and provide responses;
• Record and track constituent interactions in real time through a shared documentation system to ensure accuracy and transparency.
• Attend and actively participate in staff meetings, required trainings, BPS working groups and professional development.
• Support critical incidents effectively as a member of the Intake team in adherence with the OCR protocols
• Other duties as assigned.

Qualifications Required

• Minimum of a high school diploma or High School Equivalency (HSE) credential (prior customer service experience may be substituted)
• Strong phone and verbal communication skills
• Strong active listening skills, with demonstrated patience and empathy
• Experience working with constituents from a diverse array of backgrounds and needs
• Collaborative focus on work, while able to work independently
• Strong writing skills with a focus on clarity, accuracy and brevity
• Ability to multitask in a fast-paced environment
• Ability to stay calm in high pressure situations
• Adaptable problem solving - able to generate creative and innovative solutions, while maintaining the integrity of BPS systems and policies
• Ability to analyze and communicate complex issues effectively, both verbally and in writing
• Curious learner who asks questions and seeks out answers
• Ability and desire to go the extra step to ensure understanding
• Demonstrates strong organizational skills, with the ability to effectively prioritize tasks, manage competing deadlines, and adapt to shifting priorities in a fast-paced environment
• Demonstrated follow-through
• Current authorization to work in the United States - Candidates must have such authorization by their first day of employment

Qualifications Preferred

• Experience working as a family advocate, in a resource center or call center
• Demonstrated ability to provide high quality customer service
• Demonstrated skill and comfort with technology
• Demonstrated experience with compliance or regulatory standards
• Post secondary degree or relevant certification related to work
• Fluent in one or more of the following languages: Spanish, Cape Verdean, Portuguese, French, Arabic, Chinese, Somali, Vietnamese, Haitian Creole

Workplace Type

Workplace Type: In-Person , occasional external meetings and events.

Terms

Terms: A21

Job Details

Position Type: Central Office

Salary: upto $58,540 1.0 FTE

Job Requirements

• Citizenship, residency or work visa required

Contact Information

• Boston Public Schools, Office of Human Resources
• 2300 Washington Street
• Roxbury, Massachusetts 02119
• Email: [e-mail]