Special and General Education Complaint Investigation Support Services

The Vendor is required to provide special and general education complaint investigation support services for include:
- Complaint investigation support
1. Act complaint investigation support
• Review complaint materials and supporting documentation provided by tea;
• Develop allegation-by-allegation factual chronologies and evidence summaries;
• Incorporate up to two defined rounds of revisions, with each round consisting of consolidated written feedback as necessary provided by tea;
• Complete each revision round within two (2) business days of receipt of tea comments;
• Submit deliverables in accordance with established milestones to support federally mandated timelines;
• Comply with all applicable federal and state privacy laws, including family educational rights and privacy act (FERPA), and safeguard personally identifiable information (PII); and
• Refrain from contacting complainants, local education agencies (leas), or other parties unless expressly authorized in writing by tea.
2. Operational assessment, design, and documentation
• Design and document tea-approved future-state workflows;
• Develop implementation-ready operating procedures;
• Written operations that define roles, responsibilities, handoffs, and decision points;
• Create or revise internal templates, guidance documents, checklists, and job aids;
• Review and update written procedures so they accurately reflect how work is performed, especially when new internal systems or applications change required workflows; and
• Incorporate tea feedback through iterative review and revision cycles.
- General school law violation and misconduct investigation support
• Receive and process assigned incoming matters from the agency’s designated system(s) and queues.
• Conduct completeness checks; identify missing information; route items for follow-up per agency direction.
• Prepare intake summaries for review, including allegations, timelines, and witnesses.
• Generate standardized correspondence and notifications using agency templates, as directed.
• Maintain accurate documentation, investigative summaries, analyses, case notes and recommended determinations using agency templates, standards, and decision frameworks.
• Track statutory and regulatory timeframes and internal milestones; escalate risks to timeliness immediately.