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Information Specialist / Call Center Coordinator

Parent Training and Information Center

Part-time (20-24 hours / week)

Mission: The Federation for Children with Special Needs provides information, support, and assistance to parents of children with disabilities, their professional partners, and their communities. We are committed to listening to and learning from families, and encouraging full participation in community life by all people, especially those with disabilities.

Job Summary: Reporting to the PTIC Project Director, this position is responsible for providing information, support on special education laws, as well as, issues related to families, youth with disabilities (YWD), professionals and, the organizations with whom they work across the state. The individual in this position is also responsible for supporting and training Call Center interns and volunteers.

Essential Job Functions

  • Provide accurate and timely information, support, and referrals on special education and related matters by phone, email, and in-person to parents of children with disabilities, YWD, and the professionals and organizations with whom they work across Massachusetts
  • Provide high quality follow-up written materials in response to requests for information
  • Regularly input data required for grant purposes
  • Regularly conduct caller satisfaction surveys, review and incorporate feedback as indicated
  • Provide orientation, support, training, and supervision to Parent Consultant Training Institute graduates during their Federation internship, as well as volunteers
  • Research and develop knowledge of topics related to parent/family requests through continuing education, workshop and conference attendance, personal contacts, Federation resources, the Internet, and other opportunities.
  • Promote community awareness of PTIC and other Federation projects
  • Work collaboratively with PTIC and other Federation staff on agency wide projects, including the Visions of Community Conference.
  • Participate in project or Federation staff meetings and other activities as required.
  • Perform other tasks assigned by Project Director.

Required Qualifications

  • Bachelor’s Degree is preferred or equivalent experience.
  • Knowledge of federal and state special education laws and procedures
  • Minimum of 3 years’ experience successfully providing special education support to families
  • Excellent written and oral communication skills
  • Ability to work both independently and as part of a team in fast-paced environment
  • Proficiency with PC-based computer skills. Requires the use of e-mail, internet, and possible data entry.

To Apply: Send resume and cover letter by mail to: FCSN Human Resources, The Schrafft Center, 529 Main Street, Suite 1M3, Boston, MA 02129 or by email to: jhyatt@fcsn.org.

NOTE:This is a full-time (40 hours per week) position and eligible for all benefits as determined by FCSN policies.

The Federation for Children with Special Needs (FCSN) embraces the diversity of our staff and is committed to increasing the diversity of our organization. As an Affirmative Action/EEO employer, FCSN is also committed to providing equal employment opportunities to all employees and candidates for employment without regard to race, religion, color, national origin, ancestry, ethnicity, sex, pregnancy, gender identity, sexual orientation, age, physical or mental disability, genetic information, veteran status, or any other legally protected status or designation. We welcome parents of children with special needs or those with a disability to apply!