Helpline Specialist

Company Description Boston Public Schools, the birthplace of public education in the United States, is dedicated to transforming the lives of all students through high-quality teaching and learning. The district operates a system of innovative, welcoming schools that serve diverse communities across Boston. In partnership with families, students, and community organizations, Boston Public Schools strives to ensure that every learner develops the knowledge, skills, and character needed to succeed.

The organization is committed to educational equity, student-centered practices, and preparing young people for college, career, and life.

Role Description The Helpline Specialist is a full-time, on-site role based in Boston, MA, providing direct support to families, students, and staff who contact the district’s helpline. In this role, the specialist responds to phone calls, emails, and other inquiries, listens carefully to concerns, and offers clear, accurate information about school policies, services, and resources. The Helpline Specialist documents all interactions, tracks issues, and follows up to ensure timely resolution or appropriate referrals to other departments.

This position collaborates with school-based and central office teams to address complex concerns, maintain up-to-date knowledge of district initiatives, and improve the overall helpline experience. The role involves working in a fast-paced environment, using technology systems to manage cases, and demonstrating patience, professionalism, and cultural responsiveness in every interaction.

Qualifications

• Strong communication and customer service skills, including active listening, clear verbal and written communication, and a supportive, solutions-oriented approach.
• Experience in call center, help desk, or frontline support roles, with the ability to manage a high volume of inquiries and maintain accurate records.
• Proficiency with office and case management tools (e.g., phone systems, email, ticketing or CRM software, spreadsheets) and the ability to learn new systems quickly.
• Skills in problem-solving, conflict resolution, and de-escalation, with sound judgment in handling confidential and sensitive information.
• Understanding of or interest in public education and family engagement, preferably with experience in school, nonprofit, or community-based settings.
• Ability to work collaboratively with diverse teams and communities, demonstrating cultural humility and respect for all backgrounds.
• Fluency in English required; additional language skills (such as Spanish, Haitian Creole, Chinese, Vietnamese, or Cape Verdean Creole) strongly preferred.
• High school diploma or equivalent required; postsecondary education in communications, education, social work, or a related field is preferred.