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9 Mar 2018

Instructional Support Education Specialist, Helpline

Advocates for Children of New York, Inc.

Job Description

Advocates for Children of New York, Inc. (AFC) seeks a full-time Education Specialist for its Helpline to provide critical information and support to families struggling to navigate the New York City public school system.

AFC is a not-for-profit organization that works in partnership with New York City’s most disadvantaged families to secure quality and equal public education services. AFC works on behalf of children and youth who are at greatest risk of academic failure due to poverty, race, ethnicity, disability, homelessness, immigration status/limited English proficiency, sexual orientation, gender identity, or involvement in the child welfare or juvenile justice systems. We use uniquely integrated strategies to advance systemic reform, empower families and communities, and advocate for the educational rights of individual students.

AFC operates the Jill Chaifetz Education Helpline, the only city-wide, independent resource to provide individual callers information, materials, support, and referrals regarding the broad spectrum of issues facing students and families in the New York City school system. The Helpline acts as the front line for AFC’s direct services for families by answering questions from parents, teachers, community advocates, and representatives of elected officials who are trying to assist constituents.

Major Duties and Responsibilities:
 Provide information and guidance on a wide variety of school-related issues.
 Conduct initial intakes, gather documents and assess cases for representation.
 Maintain clear and accurate records of all calls and activities in case management database (Salesforce).
 Develop a strong understanding of DOE regulations and protocols, and stay on top of new developments in public schools.
 Coordinate and monitor the phone system, including changing hold messages, distributing overflow calls, and monitoring call volume and wait time.
 Maintain updated information and referral sources for AFC guides and tip sheets. Review and update internal documentation for Helpline staff.
 Conduct periodic surveys to measure the impact of the Helpline’s assistance.
 Produce reports to identify current trends impacting students as well as reports on helpline usage.

 Bachelor’s Degree required.
 Fluency in Spanish or Mandarin is strongly preferred.
 Commitment to increasing access to quality education for all children in New York City.
 Excellent interpersonal and written communication skills.
 Strong organizational skills and resourcefulness.
 Ease and comfort with technology.
 Must have the ability to learn complex material and explain it clearly and simply.
 Strong multitasking skills
 Familiarity with the New York City public school system especially with discipline or
special education issues, a history of working with parents, prior hotline experience, or
experience with Salesforce are all pluses, but not required.

The salary depends on experience and includes generous benefits.

How to Apply

Please e-mail a cover letter and resume to with “Helpline Education Specialist” in the subject line. Candidates should highlight in their cover letter any personal or professional experience that demonstrates their connection to the populations that AFC serves. No  phone calls, please. Only candidates being scheduled for interviews will be contacted. Applications will be considered on a rolling basis. This position is available immediately, and candidates are encouraged to apply as quickly as possible. AFC is an affirmative action employer that actively encourages applications from a broad spectrum of people, including people of color, with disabilities, and of diverse religions, national origins, ages, gender identities, sexual orientations and socioeconomic backgrounds.

Bureaus: New York. Job Categories: Full-Time. Job Types: Instructional Support. Job Tags: 10001.

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