Hotline Support Specialist

Chicago Public Schools (CPS) is one of the largest school districts in the United States, serving over 320,000 students in 500+ schools and employing approximately 44,000 people, most of them teachers. CPS has set ambitious goals to ensure that every student, in every school and every neighborhood, has access to a world-class learning experience that prepares each for success in college, career, and civic life.  In order to fulfill this mission, we make three commitments to our students, their families, and all Chicagoans: academic progress, financial stability, and integrity.  Six core values are embedded within these commitments – student-centered, whole child, equity, academic excellence, community partnership, and continuous learning.

Under the Office of Portfolio Management (OPM), the Office of Access and Enrollment (OAE) ensures all CPS students have equal access to high-quality programs that fit their educational needs. OAE manages the admissions process through the GoCPS Application platform for families who are seeking admission to early childhood through high school programs. 

Job Summary: 

Reporting to the Director of OAE, the Hotline Support Specialist will provide support to stakeholders seeking assistance with the GoCPS application process.  This role collaborates with the OAE Team on administrative milestones and tasks, and provides technical support to parents, school-based staff, and the vendor call center. This part-time/temporary position will be compensated for time worked on an hourly basis. The work schedule for this role will be up to but no more than 30 hours per week. Due to the part-time/temporary nature of this work, this is not a benefit-eligible position.

The Hotline Support Specialist will be held accountable for the following responsibilities:

• Respond to escalated parent and school administrator concerns received via the public-facing hotline regarding school application issues.  

• Respond to emails regarding the GoCPS application process from parents, students, schools, and Central and district office staff.

• Respond to requests for technical assistance on the GoCPS application.  

• Serve as a liaison between the public-facing hotline and Central OAE. 

• Provide informational updates to GoCPS Stakeholders.

• Provide administrative and office support on special projects as assigned, including, but not limited to Oracle and other CPS systems support.

• Perform other related duties as assigned.  

In order to be successful and achieve the above responsibilities, the Hotline Support Specialist must possess the following qualifications: 

Education Required: 

• High school diploma or GED equivalent required

• Associate’s degree from an accredited college or university preferred

 Experience Required: 

• Minimum of three (3) years of professional experience in a call center/customer support environment  

• Experience with or knowledge of the GoCPS application process preferred

Knowledge, Skills and Abilities: 

• Excellent communication skills (Verbal and Written)

• Excellent attention to detail 

• Ability to meet deadlines and manage competing priorities in a fast-paced environment

• Strong organizational skills

• Ability to multitask 

• Self-motivated with high ethical standards

• Information gathering and monitoring skills

• Troubleshooting and problem-solving skills 

• Proficiency with Aspen, FileMaker, Oracle, and SchoolMint systems preferred

Conditions of Employment

As a condition of employment with the Chicago Public Schools (CPS), employees are required to:

• Establish/Maintain Chicago Residency - Employees are required to live within the geographic boundaries of the City of Chicago within six months of their CPS hire date and maintain residency throughout their employment with the district. The Chicago residency requirement does not apply to temporary/part-time positions, however, all CPS employees must be residents of Illinois.