Parent Support and Early Complaint Resolution Coordinator (Education Specialist IV)

Texas Education Agency; Austin (TX); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Professional development

Job summary

The Texas Education Agency (TEA) is seeking a Program Coordinator for the Parent Support and Early Complaint Resolution Program. The role provides advanced consultative and programmatic support for parent inquiries, ADR coordination, and stakeholder engagement.

You will manage inquiry workflows, coordinate ADR activities, develop resources, and analyze data to foster continuous improvement, under supervision.

Qualifications

• Education: Graduation from an accredited two-year college or university
• Experience: At least four years of experience researching, interpreting, and applying policies, procedures, statutes, regulations, or guidance documents; developing guidance and trainings; and managing inquiries or projects in a fast-paced environment
• Substitutions: Education and experience may substitute for one another on a year-for-year basis

Responsibilities

• Coordinate intake, triage, tracking, and response activities for inquiries received through the Parent Support and Early Complaint Resolution Program.
• Coordinate ADR cases and facilitate communication between families, LEAs, and other stakeholders to resolve concerns.
• Develop and maintain program resources, guidance, and training materials; support knowledge management and communications.
• Support stakeholder engagement initiatives; coordinate webinars and outreach activities; gather feedback.
• Maintain program tracking systems, analyze inquiry trends, and contribute to reporting and continuous improvement.

Skills

Customer service

Stakeholder engagement

Data analysis

Policy interpretation

Education

AA/AS degree

Tools

Microsoft Office

Microsoft Teams

SharePoint

Smartsheet

Job description

Agency Information

The Texas Education Agency (TEA) oversees primary and secondary public education in Texas and is committed to improving outcomes for all public school students by providing leadership, guidance, and support to school systems across the state.

Core Values

• We are Determined: We are committed and intentional in pursuing our primary purpose of improving outcomes for students.
• We are People-Centered: We strive to attract, develop, and retain committed talent that reflects the diversity of Texas, with each individual contributing to our shared vision for students.
• We are Learners: We seek evidence, reflect on outcomes, and continuously improve in pursuit of excellence for students.
• We are Servant Leaders: We are public servants committed to improving opportunities for students and supporting those who serve them.

Job Description

This is a term position funded through August 30, 2027. Continuation of the position beyond that date is contingent on available funding.

Position Overview

The Texas Education Agency's Office of Governance (OG) is driven by a powerful mission: to proactively support school systems, keep students safe, and uphold Texas education law with integrity, objectivity, and excellence. Our core workstreams Field Support and Compliance & Investigations focus on strengthening governance, fostering a culture of accountability, and promoting continuous improvement across Texas schools. By working closely with school systems and agency teams, we help ensure every Texas public school student has access to a safe, high-quality education.

The Texas Education Agency's Parent Support and Early Complaint Resolution Program supports families, school districts, and other stakeholders by providing guidance, resources, and early intervention services designed to promote local resolution of concerns and improve stakeholder experiences. The program serves as a key connection point between families and educational systems by providing accurate information, facilitating access to resources, coordinating Alternative Dispute Resolution (ADR) services, and supporting collaborative approaches to problem solving.

The Parent Support and Early Complaint Resolution Coordinator performs advanced consultative and programmatic work to support parent inquiry management, ADR case coordination, stakeholder engagement, knowledge management, resource development, and continuous improvement activities. The position manages parent and stakeholder inquiries, coordinates ADR and early resolution efforts, develops and maintains program resources, supports outreach and training initiatives, analyzes program data, and assists with implementation of technology solutions designed to improve access to information and operational effectiveness. The Coordinator works under the supervision of the Parent Support and Early Complaint Resolution Program Supervisor and exercises considerable initiative and independent judgment in carrying out assigned responsibilities. This work supports the agency's efforts to improve customer service, reduce escalation of complaints, strengthen stakeholder engagement, encourage local resolution of concerns, and promote consistent guidance throughout the program.

Flexible work location in Texas may be considered for qualified candidates.

Essential Functions

1. Parent Support and Early Resolution Services: coordinates intake, triage, tracking, and response activities for parent, district, and stakeholder inquiries received through the Parent Support and Early Complaint Resolution Program. Provides accurate information regarding complaint processes, local grievance procedures, Alternative Dispute Resolution (ADR) services, and available agency resources. Ensures timely, consistent, and professional communication with stakeholders while maintaining accurate documentation and records and supporting early intervention efforts through appropriate resource and resolution referrals.
2. ADR Case Management and Early Resolution Facilitation: coordinates ADR cases and facilitates communication between families, local education agencies, and other stakeholders to support collaborative resolution of concerns. Monitors case progress, tracks timelines, documents activities, assists with resolution planning, and supports timely completion of ADR services. Maintains case records, monitors outcomes, and ensures adherence to established procedures and agency requirements.
3. Knowledge Management, Resource Development, and Communications: develops, organizes, and maintains program resources, guidance documents, knowledge repositories, training materials, and stakeholder communications that support consistent program implementation and informed decision-making. Researches local education agency policies, grievance procedures, and related resources while supporting the development, maintenance, and quality assurance of knowledge management systems, tools, and communication products.
4. Stakeholder Engagement, Outreach, and Training: supports stakeholder engagement initiatives designed to increase awareness of parent support services, ADR opportunities, local grievance procedures, and early resolution resources. Coordinates webinars, presentations, newsletters, focus groups, and outreach activities; gathers stakeholder feedback; and assists with training and engagement efforts that promote continuous improvement and positive stakeholder experiences.
5. Program Analysis, Reporting, and Continuous Improvement: maintains program tracking systems and operational data, analyzes inquiry and ADR trends, and supports development of reports, performance metrics, and leadership briefings. Identifies opportunities to improve efficiency, consistency, and stakeholder access to information and assists with implementation of technology solutions, process improvements, and operational enhancements that strengthen program effectiveness.

Qualifications

Minimum Qualifications

Education: Graduation from an accredited two-year college or university

Experience: At least four (4) years of experience in researching, interpreting, and applying policies, procedures, statutes, regulations, or guidance documents; developing written guidance, training materials, communications, resource documents, or stakeholder-facing products; and managing inquiries, cases, projects, or multiple priorities in a fast-paced environment

Substitutions: Education and experience may substitute for one another on a year-for-year basis

Other Qualifications

• Share the belief that all Texas students can achieve at high levels and are able to succeed in college, career, or the military
• Experience providing customer service, technical assistance, or stakeholder support to diverse audiences
• Experience facilitating communication and collaboration among multiple stakeholders with differing perspectives
• Ability to analyze data, identify trends, and make recommendations for program and process improvement
• Experience using Microsoft Office Suite, Microsoft Teams, SharePoint, Smartsheet, databases, and virtual meeting platforms
• Ability to remain professional, objective, and solutions-oriented when working with sensitive concerns, conflict-driven situations, or challenging stakeholder interactions
• Ability to build and maintain positive working relationships with internal and external stakeholders
• Experience in Texas public education, complaint resolution, alternative dispute resolution, conflict resolution, compliance activities, or stakeholder engagement is preferred
• A desire to self-reflect, give/receive feedback, and continuously improve
• Willingness to work as a contributing member of a team and foster positive and effective working relationships with a variety of individuals and groups, internal and external to TEA
• Willingness to seek efficiency in a teleworking or hybrid environment; stay organized and prioritize tasks to achieve goals and objectives; and deliver high-quality service to internal and external customers

New hires, rehires, and internal hires will typically receive a starting salary between the posted minimum and the average pay of employees within the same classification. Offers are based on the candidate's experience and qualifications and consider internal pay equity across employees performing similar work.

The top half of the posted salary range is generally reserved for candidates whose qualifications exceed the role's requirements. The maximum of the range is typically reserved for candidates who significantly exceed the required and preferred qualifications.

Benefits

TEA employees receive a comprehensive benefits package through the State of Texas and the Employee Retirement System of Texas (ERS), supporting health, financial security, and work-life balance.

Benefits include:

• Retirement through ERS and employer-paid health insurance for eligible employees
• Optional dental, vision, and dependent coverage
• Paid state holidays, vacation leave, sick leave, and longevity pay
• Wellness programs, employee assistance programs, and professional development opportunities
• Eligibility for the federal Public Service Loan Forgiveness (PSLF) program

To learn more about benefits available to State of Texas employees, please review the State of Texas Employee Benefits brochure and visit the TEA Compensation and Benefits page.

Military/Veteran Information

Applicants eligible for Military Employment Preference will be considered in accordance with applicable state and federal laws and regulations.

To explore how military experience may align with this role, applicants may review Military Occupational Specialty (MOS) codes within the State's Position Classification Plan. Please refer to the Military Crosswalk and select the occupational category that most closely corresponds with the classification listed in this job posting.

Additional Information

TEA is an equal opportunity employer and complies with all applicable federal and state nondiscrimination laws. Employment decisions are made without regard to race, religion, color, national origin, sex, disability, age, or veteran status.

TEA does not sponsor or assume sponsorship of employment visas.

This position requires the applicant to meet Agency standards and criteria which may include passing a pre-employment criminal background check, prior to being offered employment by the Agency.

To learn more about working at TEA, including hiring timelines, process details, and candidate resources, please visit the Careers at TEA page.

Due to the high volume of applications, we are unable to accept phone calls or respond to all email inquiries. Only candidates selected for an interview will be contacted.