Executive Secretary, Board of Appeal

The Division of Insurance is committed to creating and sustaining a work culture that is welcoming, inclusive, and mutually respectful to all its employees regardless of race, color, age, creed, religion, national origin, ethnicity, sex, gender identity or expression, sexual orientation, genetic information, veteran or disability status. We strive to reflect diversity in all facets and levels of our agency. The Division of Insurance values inclusiveness and diversity within their employee and management teams. Within our community we strive to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

The Division of Insurance is committed to ensuring a diverse and inclusive workplace where all employees feel respected, valued, and empowered to maximize their skills and talents to serve our citizens.

Position Summary:

This position serves as the Executive Secretary ("Secretary") to the Board of Appeal of Motor Vehicle Policies and Bonds ("the board"), which is responsible for conducting administrative hearings for appeals of actions, rulings or decisions of the Registrar of Motor Vehicles under M.G.L. c. 26, § 8A and c. 90 , § 28; conducting administrative hearings on insurance cancellation complaints pursuant to M.G.L c. 175 , § 113D; and conducting hearings for at fault accident surcharges under the safe driver insurance plan or merit rating plans filed by insurance companies in accordance with M.G.L. c. 30A and 175E, § 7A. The "Secretary" of the Board of Appeal reports to the Chairperson of the Board of Appeal or as otherwise directed by the Commissioner of Insurance.

The "Board" falls under the auspices of the Division of Insurance ("Division") pursuant to M.G.L. c. 26, § 8A, and is comprised of three members: the Commissioner of Insurance or a designee, the Registrar of Motor Vehicles or two Assistant Attorneys general to be designated from time to time by the Attorney General of the Commonwealth.

The Board currently has fifteen (15) full-time employees, and is typically also staffed by 3 full-time co-op interns, who change every 6 months. The Chairperson of the Board reports to the to the Deputy Commissioner of Insurance and General Counsel. The Executive Secretary to the Board supervises the administrative management of the Board's affairs; serving as professional, technical and administrative consultant to the Board members, giving advice, as needed, and making recommendations on matters relative to the administrative hearings. The Executive Secretary is responsible for the Board's overall administrative operations, including planning and directing the administrative management of the Board's affairs, conducting administrative hearings as needed, modifying and modernizing the ways in which the Board processes and stores its records, interacting with representatives of the Registry of Motor Vehicles and insurance company representatives, and interacting with attorneys representing appellants and members of the public.

The Executive Secretary participates in modifying all notices, website updates, and promulgating office policies on the hearing processes. The Executive Secretary is responsible for overseeing the policies for storing the Board's data, as well as document retrieval for appellate matters.

The Executive Secretary of the Board is responsible for ensuring adequate staffing and resources for the Board to conduct its business.

About the Role:

The Secretary is expected to provide a high level of assistance and creative problem solving in order to meet the needs of the unit. In an environment prone to frequent changes, the Secretary must be able to identify and understand the large issue demands facing the operations of the agency and its personnel, implement necessary responses to these demands and create proactive initiatives and results in order to ensure the Board's efficient operation. Persons who are not able to rapidly shift gears and prioritize the competing needs for time and attention in the unit will not be successful in this role.

Duties and Responsibilities:

Manage the administration and operations of the Board

The Secretary manages and directs the Boards' staff of sixteen (16), who are responsible for conducting the Board of Appeal's daily business including: docketing appeal hearings, scheduling and conducting virtual hearings, responding to inquiries from members of the public, and writing and issuing appeal decisions. The Secretary is responsible for delegating duties to achieve desired productivity levels, creates and manages employee remedial development plans, if necessary; and implements workflow improvement initiatives. The Secretary compiles and maintains proper administrative records, obtains and maintains appeal data reports and ensures that the overall administrative hearings are scheduled in accordance with statutory and regulatory requirements. The Secretary works with the Chairperson to ensure work is efficiently and effectively performed, and endeavors to fill position vacancies with enthusiastic, experienced, and professional staff.

Supervision of Board Staff

The Executive Secretary oversees the work of the BOA's administrative staff and hearing officers, to ensure that staff timely and professionally meet appellant's needs. The Executive Secretary evaluates the performance of board staff through the Mass Perform System.

Interacts with other public agency representatives

The Secretary interacts with representatives of the Registry of Motor Vehicles, Merit Rating Board and insurance companies, to maintain and build professional relationships, to ensure the insurance carriers and their representatives participate in hearings, and to ensure that all parties comply with the Board's requirements for the appeal hearing process.

Carry out Operational Tasks

The Secretary assists in recruiting candidates for position vacancies to ensure a diverse pool of candidates, interviews and selects final candidates for hire, and communicates administrative and other policy information to staff to ensure the Board's compliance with agency and Commonwealth human resource policies.

Establish Department Goals, Performance Measures and Internal Controls

The Executive Secretary determines goals and priorities for the operation of the Board of Appeal, formulates and develops policies and procedures for appeal processing to ensure procedures and initiatives comply with applicable law, consumer interests, and agency goals.

Creating, Documenting and Testing Effectiveness of Internal Controls

The Executive Secretary is responsible for ensuring the existence of written procedures for business processes within the Board and that internal controls exist which provide reasonable assurance that the Boards' mission will be accomplished.

Interface with Various Constituencies

The Executive Secretary serves as the primary point of contact for internal and external constituencies on all matters pertaining to the Board. The Secretary renders verbal and written responses on weekly inquiries of appeal issues from external and internal sources. Such responses may relate to upholding an at fault accident appeal or a Registrar of Motor Vehicles suspension, to rescheduling an appeal, rescheduling or expediting an appeal hearing, and to improving productivity. The inquiries are many and varied.

Ensure Compliance By Insurance Companies of Board's Requirements

Ensure insurance companies and their representatives who participate in at fault accident appeal hearings comply with the Board's requirements relative to the appeal process.

Carry out other duties, as assigned.

The Executive Secretary will work with the Chairperson to make further improvements to the hearing and hybrid work processes.

Hearings - the Secretary responds to written and telephone inquiries from consumers, appellants, attorneys and state government representatives, and maintains and appropriately stores records of at-fault accident appeal hearings.

Hiring/Personnel - Assesses departmental staffing needs and coordinates the hiring processes in Mass Careers, including the formulation of interview questions, the selection of interview candidates and the completion of the interview process according to established protocols.

Implements internal operational policies in response to department needs.

Working Relationships:

• Deputy Commissioner & General Counsel, and Chairperson: Assist with establishing Secretary's goals and priorities.
• Administrative Staff and Attorneys; review issues concerning policies, practices and other appeal related matters for feedback to develop necessary and appropriate changes.
• Human Resources Division: Contact regarding direction on personnel matters and procedures
• Insurance companies: Contact regarding department policies related to at fault accident hearings and document submissions.

Preferred Qualification:

• Thorough knowledge of principles and practices of management.
• Familiarity with the principles of Massachusetts insurance laws and regulations.
• Ability to communicate in a clear and concise manner both verbally and in writing.
• Ability to establish and maintain effective working relationships with supervisor, associates, subordinates and other agencies.
• Ability to complete assignments within strict time frames
• Ability to coordinate the efforts of others in accomplishing assigned work objectives.
• Problem solving (knowing how to define and prioritize problems and decision making)
• Leadership skills - setting direction for staff and influencing people to follow
• Knowing how to build a supportive and effective team
• Addressing performance issues and ability to develop remedial action plans
• Ability to learn new computer systems and applications to support agency needs.
• Internal communications - knowing how to communicate effectively with the Agents, Brokers and Licensing staff, the Commissioner and Senior Staff, as well as other departmental managers within the Division of Insurance.
• External communications - Ability to communicate and represent the Division of Insurance with the general public including licensees and outside government agencies
• Thorough knowledge of principles and practices of management
• Ability to communicate in a clear and concise manner both verbally and in writing.
• Ability to establish and maintain effective working relationships with supervisors, associates, subordinates and other agencies.
• Ability to understand and implement complete instructions; to interpret laws, rules and regulations.
• Ability to learn computer databases, applications such as Microsoft Office, Outlook, Word, Excel and TEAMS.
• Proficiency in Microsoft Office Suite: Expertise in programs like Word, Excel and Outlook is a must.
• Experience with virtual office tools such as TEAMS or Zoom.
• Experience interacting with Executive Branch agencies.
• Experience in a fast-past environment.
• Ability to manage email management systems and other relevant software/applications.
• Experience in public administration at the state level is preferred.

Qualifications

MINIMUM ENTRANCE REQUIREMENTS:

Applicants must have at least (A) five (5) years of full-time or, equivalent part-time, professional, professional internship, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management or (B) 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 experience.

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

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

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

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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.