Caregiver experiences with the Problem Resolution System (PRS) in Massachusetts

Massachusetts received the highest federal rating for special education compliance despite a federal investigation and state audit being performed concurrently. This study reports the experiences of 19 caregivers with the Problem Resolution System (PRS), the agency responsible for handling special education related complaints for the state. Interviews were performed during the federal investigation and state audit, both of which were completed in January and August of 2025, respectively. Despite their relative privilege (e.g., being white, English speaking, having higher socioeconomic status), almost all caregivers described situations in which power imbalances impacted PRS access, procedures, and outcomes. Specifically, caregivers tended to describe investigations that lacked transparency, failed to address all aspects of their complaint, did not include findings of fact, exceeded mandated timelines, and included remedies that they believed did not fully account for lost opportunities or the harm done to their child. Some caregivers also described situations in which local education agencies repeatedly made the same violations and failed to provide mandated remedies. Implications for practice and oversight are discussed, as well as study limitations and areas for future research.