Ombudsman

The Ombudsman is responsible for providing an exemplary customer service experience for our claimants and employers by facilitating resolution of claim issues that are escalated to DFML from the PFML Contact Center, and other channels including the Governor's office, Legislature, employees, employers, and Stakeholder Organizations. The incumbent in this position will partner with PFML Contact Center staff and DFML Main Office staff in facilitating resolution. The incumbent in this position will be responsible for driving the Department's Customer Service Satisfaction Score, and striving for the reduction in the number of problem cases that are escalated to senior management.

This position will be a proactive problem solver for claimants who have unsuccessfully navigated our application process. The Ombudsman will have frequent contact with the general public, including employees and employers. These are often challenging interactions as most claimants will have encountered a barrier in an effort to remedy a particular situation. through traditional communication channels The incumbent in this position will provide courteous, expeditious and thoughtful interaction with various internal and external stakeholders when providing solutions to various problems. Understanding the integral balance between public policy and leave laws while interacting with external stakeholders.

Who we are:

DFML's mission is to implement and run the Commonwealth's Paid Family & Medical Leave program that provides income support to Massachusetts workers and their families during significant life events while serving as a partner to employers to deliver program integrity.

Why should you join DFML?

• The idea of working for a "government startup" excites you.
• You want to work for a place that values your contributions and ideas, moves quickly in implementing solutions, and at the same time, allows you the flexibility to have a good balance between your personal and professional life.
• You will work with a dedicated team who are fueled by our mission of helping the people of the Commonwealth smoothly navigate our program during the big moments in their lives and will value you as both a coworker and as a person.
• We have an office in downtown Boston and have a remote work / hybrid work environment.

Key Responsibilities:

• Monitors ServiceNow portal, Claims Processing System portal, integrated reporting, and other possible internal and external channels of communication to highlight and extract potential claimants and employers that require attention. Ensures that escalated claims are routed to appropriate DFML business units and contact center teams for response. Monitor social media channels as appropriate.
• Serves as a point of escalation for complex or high priority inquiries, claims and customer satisfaction oversight for the Department. Manage escalation to completeness through initial identification through resolution and insures appropriate communications occurs, both internally and externally.
• Facilitates identification and implementation of continuous improvement opportunities, and recommends appropriate changes to procedures through written and oral reports to improve efficiency and effectiveness. Oversight of Service Level Agreements of operational team performance.
• Maintains various data points related to claims processing and resolution, and the Customer Service Satisfaction Scores. Work in coordination with DFML leadership and DFML Contact Center Manager to ensure alignment and appropriate outcomes are achieved.
• Supervises staff as assigned.
• Is assigned special projects from the Director of DFML.

Preferred Qualifications:

We're seeking candidates who have:

• Fluency in MGL c. 175M and 458 CMR 2.00
• Ability to navigate and interpret federal and state employment and labor relations laws and regulations and translate into problem resolution for claimants.
• Strong understanding of MA public records law and determination of what is and is not a public record and associated exemptions for PFML.
• Previous supervisory experience preferred
• Previous customer service delivery and management experience
• Experience recommending improvements to the operational business solution

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.

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.