Problem Resolution Team Specialist (ESC)

Commonwealth of Massachusetts; Hendersonville (MA); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Comprehensive employee benefits

Career development opportunities

Job summary

The Commonwealth of Massachusetts is seeking an Educational Specialist C for the Problem Resolution Team. This hybrid position is located at the Department of Elementary and Secondary Education in Everett, MA. The candidate will manage educational complaints and support compliance with educational standards.

Applicants must hold a Bachelor’s degree and have at least four years of professional educational experience. Exceptional communication and writing skills are essential for success in this role.

Qualifications

• Experience in educational complaint management and technical assistance.
• Ability to analyze allegations of educational non-compliance.
• Effective communication with diverse constituencies.

Responsibilities

• Implement complaint management procedures for educational non-compliance.
• Oversee implementation of corrective actions related to non-compliance.
• Provide technical assistance on education-related requirements.

Skills

Self‑Reflection

Interpersonal communication

Cultural competence

Team mission commitment

Writing skills

Education

Bachelor’s degree in a relevant area

Job description

Overview

The Education Secretariat is committed to equity and valuing the unique and diverse characteristics and experiences of every member of its workforce. We encourage an authentic workplace where colleagues show up as their full selves, where collaboration, innovation, and connections are key to realizing our mission that all children, youth, and families thrive socially, academically, and economically. We seek teammates who are committed to promoting a diverse and inclusive work environment, where everyone is valued and engaged.

The Department of Elementary & Secondary Education is looking for an experienced individual to work as an Educational Specialist C on the Problem Resolution Team in the Everett office.

Unit Mission

“PRS ensures that students, families, school districts and other community members have easy access to information regarding their children’s education rights and options and access to a forum for the resolution of their disputes that is prompt, accurate and fair.”

Responsibilities

Problem Resolution Team Specialists are responsible for implementing complaint management procedures through the Department's Problem Resolution System and providing technical assistance regarding interpretations of state and federal education requirements in regard to both special education and general education program requirements.

1. Review and analyze allegations of educational non‑compliance involving public education entities, develop correspondence and conduct investigations to reach a determination in each case, and draft letters containing a summary of the issues, the Department’s findings, and that explain the basis for the determination, consistent with applicable requirements.
2. Oversee LEA/public agency’s implementation of ordered corrective action related to a determination of non‑compliance. Verify implementation of ordered corrective action and provide technical assistance, facilitate negotiations, issue order(s), issue additional corrective action(s), and/or take other actions necessary to ensure that the LEA/public agency has achieved compliance. Develop and issue correspondence that outlines the corrective action verification process.
3. Providing technical assistance and guidance to parents, advocates, and educators on education‑related requirements.
4. Reviewing and approving waivers of regulatory requirements submitted by public school districts and collaborative programs; reviewing incident reports and restraint injury reports submitted by public funds recipients, reviewing public day school applications to establish programs, and responding to McKinney‑Vento Homeless Education Act residence disputes.
5. Performing other duties as required.

The ability to travel throughout the Commonwealth is required.

Qualifications

• Self‑Reflection – ability to practice self‑reflection and self‑correction to solve problems.
• Strong interpersonal, communication skills – ability to communicate and work effectively with a wide range of constituencies in a diverse community.
• Cultural competence – ability to learn and build on the varying cultural and community norms of students, families, school districts and other community members through awareness of one’s own cultural identity and views about difference.
• Commitment to team mission and core values – ability to proactively support and uphold the team mission and core values (including acting with purpose, continuous improvement, collaborative teamwork, stewardship, learner‑centered, equity and racial equity).
• Fluency in a second language in addition to English is highly preferred.

• Think in a highly objective and analytical manner to obtain and review information and reach objective and supportable conclusions consistent with legal and regulatory mandates.
• Communicate clearly and empathetically with members of the public and educators regarding their concerns, and provide them with accurate technical assistance.
• Possess exceptional writing skills, including the ability to organize and synthesize complex and diverse materials into clear statements, analysis, and findings.
• Be flexible and adaptable as requirements, procedures, or practices, and priorities change and adapt.
• Demonstrate skills in conflict resolution and de‑escalation, including the ability to work effectively under pressure and stress. Professional experience, training, or education in mediation, dispute resolution, or conflict resolution is preferred.
• Work with a broad and diverse range of constituencies and a commitment to achieving cultural competence and implementing duties in an unbiased and objective manner.

Minimum Entrance Requirements

Applicants must have a Bachelor’s degree and at least four years of full-time, or equivalent part-time, professional educational experience in a specific or related content area, educational program/or service. A Master’s degree or higher in a specific or related educational content area may be substituted for two years of the required experience – 30 semester hours equals one year of experience for substitution purposes.

Special Requirements

Based on assignment, possession of a current and valid Massachusetts Class D Motor Vehicle Operator’s License or the equivalent from another state may be required.

Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Location

This is a hybrid, full‑time position based at the Department of Elementary and Secondary Education in Everett, MA. This position is currently expected to work in‑person two days per week, increasing to three assigned days per week in‑person beginning August 31, 2026. Travel throughout the Commonwealth will also be required.

Application Information

Questions regarding this position or the application process should be directed to [e-mail]. Please include a cover letter with your resume.

An Equal Opportunity / Affidavit Employment Statement

First consideration will be given to those applicants that apply within the first 14 days.

An Equal Opportunity /affirmative action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self‑select out of opportunities if they don’t meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.