DOR/CSS's core functions are to establish parentage, and establish, enforce and modify child support and health insurance orders. Much of our success depends on collaborations with a wide variety of state agencies and private entities.

Deputy Director

The Massachusetts Department of Revenue Child Support Services Division seeks a Deputy Regional Director for its office in Springfield.

Duties

• Oversee the delivery of child support services. Ensure that performance goals are met by implementing an effective workflow model in order to increase productivity.
• Work with the Regional Director to develop annual business plan and strategy to carry out mission of the CSS program, meet federal performance goals, and increase federal incentive dollars.
• Oversee the regional case management, service of process and case conferencing processes, as well as other regional operations, to support regional goals for establishment of parentage, and order establishment and/or order modification.
• Closely and continuously monitor and evaluate the business processes to identify inefficiencies, bottlenecks and areas for improvement. Utilize data and analytical information to report progress and make critical decisions. Continuously improve the business processes.
• Develop and implement project plans and metrics to track progress against planned performance goals.
• Foster and maintain a work environment in which staff work together as a team within their region, the central headquarters, and the customer service bureau to meet agency goals and to provide excellent customer service.
• Develop and implement professional development plans and remedial development plans for individual staff as part of the performance evaluation system.
• Serve as model for leadership. Empower staff at all levels to work at full performance levels and encourage staff engagement.
• Promote and support a diverse workforce where differing backgrounds, views, experiences, and competencies are welcomed and appreciated.
• Maintain a workplace environment that is inclusive, respectful, and fair; with opportunities available to all.
• Work with the Regional Director to develop partnerships with other state agencies and resources in the local communities to promote the mission of CSS.
• Serve as liaison to selected external parties.

Qualifications

• Leadership - Ability to lead employees in a results-driven environment, setting the pace through your expectations and example, in order to meet the organization's goals for productivity, quality and service; exercise this leadership through effective planning, organizing, delegation, cooperation, follow-through, good judgment and decision-making.

• Strategic Thinking - Ability to establish strategic goals and link these goals to the agency vision by integrating financial, business, service, operations and personnel development objectives for maximum performance, reviewing policies and practices for efficiency, identifying and resolving problems, developing and implementing innovative methods to advance goals and evaluating outcomes.

• Coaching - Ability to coach and mentor others by setting clear expectations, helping staff grow in knowledge and skill, fairly administering policy, implementing employee readiness strategies to manage change, encouraging individual accountability and inspiring employees to succeed through regular performance evaluation, professional development, positive recognition, motivation and/or constructive feedback.

• Teamwork - Ability to foster a spirit of teamwork and unity that empowers employees, allowing for candid discussions of different ideas, embracing diversity, engaging in healthy conflict resolution strategies, finding common ground and creating a cohesive environment that encourages openness, trust and challenge.

• Interpersonal Skills - Ability to build effective and responsive interpersonal relationships with staff members, colleagues and managers by demonstrating integrity, collaboration, respect and promoting a positive culture of continuous improvement.

• Communication Skills - Exceptional oral and written communication skills, including directing staff in a manner that enhances productivity and manifests excellence, effective listening techniques, strong negotiation/mediation ability and the capacity to build bridges with others to achieve shared goals.

• Flexibility - Ability to demonstrate flexibility and adapt one's priorities or approaches and those of staff to meet competing demands, organizational changes, modified operational requirements or emergency situations.

• Customer Service Orientation - Strong focus on customer service, including the ability to see the Child Support Services Program from the customer's perspective, understand his/her needs, forecast how certain business decisions impact the customer and develop creative solutions to best balance operational needs and customer satisfaction, ensuring the customer's needs are met.

As part of the Future of Work initiative, the agency is adopting a hybrid work model. Hybrid work is a mix of in-office work and telework. This position will work remotely some days and in-person on other days.

An external candidate recommended for a position with the Department of Revenue will be subject to extended background checks by the agency and the Executive Office of the Governor that includes checks for: state and federal tax compliance; child support compliance; education verification; Massachusetts CORI checks; criminal background checks in state(s) of current and previous residence/employment; validation of eligibility to work in the United States; and national fingerprint-based criminal background checks.

Qualifications

MINIMUM ENTRANCE REQUIREMENTS:

Applicants must have at least (A) five (5) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least one (1) year must have been in a project management, supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.

Substitutions:

I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.

II. A Bachelor's degree in a related field may be substituted for two (2) years of the required (A) experience.

III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.

IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.