Job Description

Office: Office of Employee Services


Date Posted: 12/29/2025


Salary Range: 1-5 / $61,945 - $69,876


NTE Date: N/A

Position Overview

The Office of Employee Services (OES) is dedicated to enhancing student success by attracting, hiring, and retaining top talent in DC Public Schools. By providing exceptional employee services support to our DCPS team members from recruitment to retirement, we aim to empower our employees to focus on what matters most--our students. With a focus on people-centered support and operational excellence, we leverage talent with a goal of all students being supported by staff who feel valued. OES is comprised of the following teams:


The

Compensation and Retirement

team is responsible for ensuring that DCPS administers compensation policies consistently and in accordance with applicable legislation and collective bargaining agreements. The team also provides support to departments during reorganizations, reductions in force (RIFs), and other personnel action such as hiring, transfers, promotions and demotions. Additionally, they offer counseling, guidance, and strategic planning for employee retirement. The

Benefits and Leave team

is responsible for administering employee benefits and managing leave of absence (LOA) and Family and Medical Leave Act (FMLA) processes. This team also oversees the agency's health, life, tax-sheltered annuity, flexible spending, and supplemental benefits programs. The

HR Information Systems and Records Management

team ensures systems data integrity, manages the data reporting function, processes personnel actions in PeopleSoft, provides position management support for schools and Central Services, provides time and labor support, and manages the personnel filing system for all DCPS employees. The team also serves as a key HR partner to external agencies like the Office of the Chief Technology Officer (OCTO), the DC Office of Human Resources (DCHR), and the Office of Pay and Retirement Services (OPRS). The

Employee Experience (EE)

team provides all new employees with robust onboarding support and leads the development and implementation of resources, workshops, and events designed to support employee needs. EE also supports procedural compliance related to background clearance checks for DCPS employees and manages additional support functions including the Employee Services helpline, walk-in visitor reception, and employee offboarding processes. The

Strategic Staffing

team is responsible for hiring for all positions in DCPS. The team provides budgeting support, works with principals and supervisors to develop their staffing plans and personnel budgets, and works with employees, principals, and hiring managers on staffing changes. The

Instructional

Talent Acquisition and Retention

division is responsible for the recruitment, selection, and retention efforts for educational aides, related service providers, instructional coaches, and teachers. This work includes nationwide recruitment to ensure that DCPS has excellent educators who are able to serve the diverse needs of our students.



As the ?rst point of contact for several DC Public Schools stakeholders, the Analyst, Customer Care will be an energetic, dynamic and friendly support agent on the Employee Services team! The Analyst is responsible for providing full-time front desk support for the Office of Employee Services, which includes greeting visitors and directing them to the appropriate resources; responding to and resolving essential personnel issues quickly, reliably, and efficiently; and collaborating with other teams and departments to meet these expectations. In addition, the Analyst will support the Manager & Director with special initiatives, programs, and projects managed by the Employee Services division, including auditing data systems, disseminating internal and external stakeholder communications, and developing resources to support cultivating excellent stakeholder experiences.


The Analyst, Customer Care will report to the Manager, Employee Services, Communication, and Training.

Essential Duties and Responsibilities

The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties, and/or skills required. Other duties may be assigned.


Liaise all Employee Services visitor reception services, including greeting guests, triaging complex inquiries, and monitoring visitor tracking tools to ensure all stakeholder concerns and issues are documented, tracked and resolved appropriately. Analyzes issues received from internal and external stakeholders and determines the most efficient means of resolution alongside practice area experts within DCPS. Develops strong professional relationships with various internal teams to drive collaboration and ensure a premium customer experience. Researches and collaborates to manage outgoing email communications related to clearance compliance, including providing updates on candidates' clearance statuses, assisting with application support, and escalating issues as appropriate. Provides technical support assistance for reviewing and analyzing data; performs audits of databases and reports any discrepancies; and processes updates as needed. Supports the Manager & Director with various routine and non-routine operational tasks, including but not limited to candidate compliance outreach, ID badge issuance, I-9 verification and process completion audits, and application updates. Maintains ?oor security, alongside OES colleagues, by following office policies and procedures, and controlling access to o?ce space. Tracks and reports on floor maintenance requests, and ensures reception area is tidy and presentable, and stocked with all necessary supplies and materials. Liaises the receipt and dissemination of floor mail, packages, and other correspondence appropriately. Keeps abreast of various DCPS procedural requirements and changes and adjusts operations accordingly. Troubleshoots and develops best-practice routines and processes pertaining to administrative matters.

Qualifications

Bachelor's degree and one year of experience OR two years of experience (no degree requirement). Previous exposure to or experience in the education sector a plus. Advanced Proficiency in Microsoft Word, Excel, and Outlook as well as web-based applications and information systems required. Human Resources and/or customer service experience required. Bilingual (Spanish-speaking) highly desirable. Natural problem solver and critical thinker. Availability to work occasionally, depending upon priorities and workload, before and after business hours and on weekends is essential. Strong oral and written communication skills, and ability to communicate e?ectively with individuals at all levels of the organization. Ability to multitask, retain information, and work under pressure in a fast-paced environment. Takes initiative and uses a can-do approach to be ?exible in spotting and resolving issues in a timely manner. Provides excellent customer service and is skilled in dealing with di?cult situations and personalities. Accepts constructive feedback, is cooperative, and has a strong willingness to learn. Tolerant of change and uncertainty. Skilled in establishing and maintaining strong interpersonal relationships, collaborating with others, and working in teams. Punctuality and reliability. Shows self-awareness, self-monitoring, ability to course correct when improvements are necessary, and good judgment.

DCPS Values

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STUDENTS FIRST

: We recognize students as whole children and put their needs first in everything we do.

COURAGE

: We have the audacity to learn from our successes and failures, to try new things, and to lead the nation as a proof point of PK-12 success.

EQUITY

: We work proactively to eliminate opportunity gaps by interrupting institutional bias and investing in effective strategies to ensure every student succeeds.

EXCELLENCE

: We work with integrity and hold ourselves accountable for exemplary outcomes, service, and interactions.

TEAMWORK

: We recognize that our greatest asset is our collective vision and ability to work collaboratively and authentically.

JOY

: We enjoy our collective work and will enthusiastically celebrate our success and each other.

We are an equal opportunity employer and are committed to creating an inclusive, accessible workplace. We welcome and encourage applications from individuals with disabilities. Accommodation and/or application assistance is available upon request at all stages of the application and employment process. To request accommodation, please contact dcps.eeo-ada@k12.dc.gov.