Bilingual Engagement Specialist

Position Type:

Administration and Professionals

Date Posted:

2025-04-09

Location:Administration or As Assigned

INTRODUCTION: CONTEXT AND MISSION

The Cleveland Metropolitan School District (CMSD) serves approximately 37,000 students in 100+ schools. Over the past several years, the Greater Cleveland community has united behind the collective goal of ensuring every child in Cleveland attends a high-quality school and every neighborhood has a multitude of great schools from which families can choose. The Cleveland Plan defines CMSD’s approach to the reinvention of public education and holds our community accountable for the success of Cleveland’s schoolchildren. The Cleveland Plan is supported by Ohio House Bill 525, which provides much-needed flexibility and autonomy for the district and its schools. Our schools have autonomy over human and financial resources in exchange for accountability for

performance. The principal has primary responsibility and accountability for establishing his or her school as a high-quality, high-expectations academic center with a focus on personalized instruction, professional support for teachers, and school-wide practices that lead to measurable results.

The Cleveland Metropolitan School District has developed standards of excellence that the district applies to all parts of the organization inclusive of schools, principals, school leadership teams, networks, and central office. Alignment between Standards of Excellence (SoE) and the district’s Theory of Action helps ensure that principals are able to focus on scholar achievement and that central office supports are timely and effective.

Our Vision for Learning in a Post-Pandemic World:

In our pursuit of a more fair, just, and good system of education, we want each of our learners, both each of our scholars and each of their educators, to be individually and collectively presented with academically / intellectually complex tasks that are worthy of their productive struggle and allow them authentic opportunities to demonstrate their work and their learning of academic content and transferable skills in a joyful and adventurous environment.

THE OPPORTUNITY:

 

Location: Administration or As Assigned
Reports to: Director, Customer Experience
FLSA Status: Non-Exempt
Salary Band: 11
Compensation: $40,800.00 - $57,120.00

The Bilingual Engagement Specialist position is in the Customer Experience Department. This is a nonunion central office-based position. This position is responsible for servicing the public and providing direct support to the Customer Experience Department in the coordination and execution of department priorities, service delivery-centered efforts and school based support, Communicate with H.E.A.R.T. program components and Ombuds Office support. This role will serve as lead and support the implementation of special projects and division initiatives such as the Let’s Talk® service delivery platform. The Bilingual Engagement Specialist will provide the highest level of customer service to visitors and guests in a face-to-face atmosphere and will work collaboratively with the Welcome Center teams to coordinate visitor management protocols and ensure continuous improvement processes are in place for pleasant, engaged, and efficient visitor experiences. This individual will prioritize responsibilities to meet scheduled timelines and agendas, working independently and in coordination with department managers and District teams to get the job done.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Delivers excellent customer service via the Communicate with H.E.A.R.T. model
• Provides administrative support to the Customer Experience Department
• Leads, coordinates, and assists with service delivery training, special projects and school supports (i.e., Serve as H.E.A.R.T. Trainer, Shop for H.E.A.R.T., serve as lead/global user for Let’s Talk® communication platform, National Customer Service Week, PACE Out of School Time, Literacy Bridge School Outreach, CMSD Goes Red, H.E.A.R.T. Campaign)
• Assists the Customer Experience Ombuds Office to initiate routine intake, follow-up and “close the loop” communications (i.e., via Let’s Talk® platform, telephone, and email correspondence)
• Works collaboratively with Ombuds Manager and provides on-going caseload support as assigned
• Assists and supports the engagement and reception of visitors to the Welcome Center receptions areas (floors 1 & 2); ensures continuous improvement processes/protocols are in place for stellar visitor experiences with Welcome Center depa