Chicago Public Schools (CPS) is the third-largest school district in the United States, serving over 340,000 students in 600+ schools and employing nearly 36,000 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.

Job Summary

The Office of Student Health and Wellness (OSHW) aims to eliminate health-related barriers to learning and promote health equity. OSHW leads the CPS Surveillance Testing Program for students, staff, and families. Under the direction of the Program Manager, the Outbound Call Operator is part of a team responsible for contacting individuals who test positive through the CPS Surveillance Testing Program. The Outbound Call Operator is responsible to make calls to CPS families regarding CPS Surveillance Screening and upcoming vaccine events.

This is a part-time/temporary remote position. This role requires access to reliable internet access in order to access the CPS network.

The Outbound Call Operator will be held accountable for the following responsibilities:

Outbound Calls:

• Surveillance Calls
  • Call CPS families to inform them of positive COVID test results from the CPS Surveillance Screening program. These calls will inform families of the test results and give them their return to public life/school date.
• Other Call Support
  • Call CPS families whose schools are hosting an upcoming mobile vaccine event to sign students up to be vaccinated and obtain relevant parent consents.
  • Call CPS families to assist them with enrolling their students into CPS Surveillance Screening Program. Help parents enroll in the program and obtain necessary consents for students to be tested in school.

Data Organization:

• Document outbound call encounters in tracking documents or systems
• Audit, store, organize, and distribute sensitive information to callers
• In collaboration with management, evaluate outbound call strategy and make recommendations for improvement.

In order to be successful and achieve the above responsibilities, the Outbound Call Operator must possess the following qualifications:

Type of Education Required:

• High school diploma

Type of Experience Required:

• Ability to effectively communicate over the phone, present information to callers and respond to questions from parents and school staff in a timely manner.
• Experience with data entry.
• Experience managing multiple tasks in a fast-paced environment.

Knowledge, Skills, and Abilities:

• Bilingual English/Spanish, English/Mandarin, English/Polish, English/Arabic.
• Ability to communicate effectively, both verbally and in writing with management.
• Demonstrate computer proficiency, including knowledge of word processing, spreadsheet, and database software.
• Ability to use a range of technology, including but not limited to Microsoft Office, Google Suite, and Adobe Creative Cloud.
• Ability to work independently as well as function effectively and collaboratively in a team environment.
• Excellent organizational skills and ability to effectively multi-task.

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.
• Be Fully Vaccinated or Submit to Weekly COVID-19 Testing - Employees are required to be fully vaccinated within 30 days of their hire date. Full vaccination is defined as at least two weeks after your second shot of a two-shot vaccination course, or at least two weeks after a one-shot vaccination course. Unvaccinated staff must submit to weekly testing.