New York City’s public school system, the largest in the United States, recently implemented an unusual strategy to improve performance: executive coaching for central office employees. This initiative, a partnership with BetterUp, aims to bolster the unseen infrastructure that keeps the city’s 1,800+ schools running smoothly. The goal is not to fix failures, but to proactively build resilience and effectiveness in the teams responsible for budgets, policies, and resource allocation.
The Need for Behind-the-Scenes Support
For years, the link between central office functions and classroom success has been clear: when administrative systems work well, schools thrive. However, the pandemic and ongoing shifts in priorities created uncertainty and burnout among central staff. These employees, often overlooked in favor of direct school-based support, play a vital role in ensuring that schools have the resources they need.
The coaching program addresses a key issue: central staff often feel unseen and unsupported. Rather than viewing coaching as a punitive measure, the district framed it as a tool for cultural improvement, encouraging voluntary participation and building a more engaged workforce.
From Skepticism to Buy-In
Initial reactions were mixed. Some staff initially saw coaching as just another obligation, but testimonials suggest a rapid shift in perception. One employee described going from skepticism to enthusiastic participation after a colleague shared positive experiences. Another credited coaching with the confidence to speak up respectfully, leading to a promotion.
The success of the program hinges on making it optional, ensuring people approach it with genuine interest. This voluntary approach has resulted in increased participation and stronger engagement, with staff actively choosing to continue sessions long-term.
AI and Human Coaching: A Hybrid Approach
The program offers both human and AI-powered coaching options. While some leaders prefer the personal touch of a human coach, others, particularly younger employees, find the non-judgmental environment of AI coaching more comfortable for role-playing and difficult conversations. The district’s approach is pragmatic: if a tool supports schools, it’s considered valuable.
Transformative Leadership
The benefits extend beyond individual skill development. The district’s executive director of organizational development, Tracie Benjamin-Van Lierop, notes that coaching has transformed her own leadership style, fostering curiosity and challenging assumptions. This shift in mindset translates into stronger work products and clearer connections between central offices and schools.
Employee Resource Group (ERG) leaders have also benefited, using coaching to amplify employee voice and strengthen organizational culture. By providing space for reflection and skill-building, coaching enhances the impact of these often-overburdened roles.
“This is an investment in your people. If your people are going to do the job well, they need to feel invested in, and this is one of the best investments I’ve experienced in my career.”
Key Takeaways for Other Districts
NYC’s experience offers three key lessons for districts considering similar initiatives:
- Make coaching voluntary. Forced participation breeds resentment.
- Demand effort. Coaching is a two-way partnership, not a passive service.
- Track progress. Data-driven refinement ensures the program remains effective.
Investing in central office staff is not a luxury, but a strategic necessity for maintaining a stable, high-performing school system. By supporting the people behind the scenes, NYC Public Schools is strengthening the foundation for success in classrooms across the city.
