Program Associate I - Constituent Response

About the role

The Program Associate I supports the Executive Director in managing the District's constituent response (CR) process and OnFlo ticketing system. This role ensures that questions and concerns from families and the community are tracked, triaged, and resolved efficiently with high-quality customer service.

Responsibilities

• Track and coordinate all constituent relations for the District.
• Process constituent inquiries and complaints, including entering contacts in a tracking database and working with other internal staff for timely response.
• Support with drafting constituent responses as needed.
• Provide responsive, courteous, and helpful customer service to District constituents.
• Develop and provide actionable weekly reports on constituent issues and responses.
• Analyze constituent response data to provide trends/insights to senior leadership.
• Continually assess the constituent response system to identify opportunities for system improvement/enhancement.
• Serve as the primary administrator for the District's OnFlo ticketing system, including system configuration, user access, and day-to-day operations.
• Monitor and triage incoming tickets and inquiries from families and the community, routing them to the appropriate department for response.
• Track ticket status from intake through resolution to ensure timely, accurate follow-up.
• Develop and maintain standard operating procedures for ticket intake, escalation, and response.
• Generate regular reports on ticket volume, response times, and resolution trends for senior leadership.
• Analyze ticket data to identify trends to improve the user experience.
• Train and support staff across departments on proper use of the OnFlo system.
• Lead continuous improvement efforts for the ticketing system and related workflows.
• Perform other duties as assigned.

Requirements

• Must possess and provide evidence of a Bachelor's degree (or higher) from an accredited institution.
• Demonstrated exceptional critical-thinking skills, ability to structure and solve problems, synthesize analysis into key takeaways and recommendations.
• Demonstrated ability to thoroughly understand large school district landscape.
• Proven writing and editing skills.
• Strong verbal communication skills.
• Strong interpersonal and teamwork skills with the ability to work effectively across teams and functions within the organization.
• Able to maintain a strict level of confidentiality as it relates to handling the district's information and in relation to constituent response (CR) work associated with the Office of the Superintendent.
• Ability to prioritize and respond quickly to competing demands.
• A clear commitment to setting and upholding high standards.
• Strong technical skills with the Microsoft Office 365 product suite, SharePoint, and Microsoft Teams.
• Familiarity with business intelligence applications (e.g., Power BI, Tableau, etc.) and dashboard design (preferred).
• Prior experience with customer service management (CRM) tools (strongly preferred).

Qualifications

• Must possess and provide evidence of a Bachelor's degree (or higher) from an institution accredited by the North Central Association of Colleges and secondary Schools or an equivalent higher education agency.

Skills

• Exceptional critical-thinking skills.
• Ability to structure and solve problems.
• Synthesize analysis into key takeaways and recommendations.
• Thorough understanding of large school district landscape.
• Proven writing and editing skills.
• Strong verbal communication skills.
• Strong interpersonal and teamwork skills.
• Able to maintain a strict level of confidentiality.
• Ability to prioritize and respond quickly to competing demands.
• A clear commitment to setting and upholding high standards.
• Strong technical skills with the Microsoft Office 365 product suite, SharePoint, and Microsoft Teams.
• Familiarity with business intelligence applications (e.g., Power BI, Tableau, etc.) and dashboard design (preferred).
• Prior experience with customer service management (CRM) tools (strongly preferred).

Benefits

Benefits eligible: Yes

Pay

$75,048 - $98,163

Schedule

Not specified