Job Description
The Department of Transitional Assistance is seeking qualified applicants for the position of Reception Coordinator. Our ideal candidate will be responsible for the overall operations of the reception, self-service, and client facing areas as well as overseeing all tasks related to case maintenance/management for designated units within the Transitional Assistance Office (TAO).
DTA attracts people passionate about public service, who love to work in a fast-paced environment, and who are committed to diversity, equity, and inclusion.
Duties and Responsibilities (these duties are a general summary and not all inclusive):
- Ensure a consistent, high level of customer service by overseeing and monitoring service delivery needs in all areas within the TAO including the reception and self-service areas.
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- Direct and facilitate client traffic flow in the reception area by utilizing local office business model.
- Ensure the reception area meets Department requirements regarding poster display, brochures and other resources.
- Provide direct client services including processing case actions and assisting with the application process as needed.
- Provide education and demonstration of various self-service options for clients.
- Report observations and recommendations to management to improve service delivery in the reception area.
- Work with all staff to ensure that clients receive services in a timely, accurate and courteous manner.
- Work to establish harmonious relations among the diverse populations of workers, clients, vendors and employers.
- Supervise personnel in lower job grades including, but not limited to, clerical, BERS A/B and C, and HSA staff members.
- Apply principles and practices of effective training within the supervisory unit and with additional staff as required.
- Stay current with self-service options including but not limited to; Kiosks, scanning, DTA Connect and Mobile apps.
- Perform all other duties as assigned in accordance with the Department's policies and mission statement.
Required Qualifications:
- Knowledge of the principles, practices, methods and techniques of supervision and performance evaluation.
- Knowledge of the principles and best practices of customer service.
- Skill in the use of the principles and methods of employment counseling and employment placement, knowledge of the social and economic challenges of the diverse client population and related impact on employability and self-sufficiency.
- Ability to read, interpret, apply and explain the provisions of the laws, rules, regulations, policies, procedures, specifications, standards and guidelines that govern agency operations and assigned unit activities or affect eligibility for financial assistance.
- Ability to utilize interviewing techniques to obtain necessary information, communicate effectively, and maintain accurate records, both orally and in writing.
- Demonstrate problem solving skills and perform, understand and explain mathematical computations with accuracy (addition, subtraction, multiplication and division).
- Deal tactfully and establish and maintain harmonious working relationships, exercise sound judgment, and exercise discretion in handling confidential information.
Preferred Qualifications:
- Awareness, understanding and ability to apply changes in laws, rules, regulations, programs, policies, procedures, and guidelines governing agency operations and assigned unit activities.
- Current knowledge of all types and uses of agency forms.
- Proficiency in the use of all DTA related systems and related reports and documents.
- Thorough knowledge of referral sources and agencies available for clients.
- Competence in the application of the principles, practices and techniques of supervision.
- Ability to assess employee performance utilizing a continuous process of performance evaluation, teaching, coaching and mentoring, and identify the need for disciplinary action when necessary, working closely with the Management team.
- Ability to foster the development of staff through ongoing training and support designed to enhance knowledge, skills and abilities.
- Ability to motivate subordinates to work effectively and efficiently.
- Given the population served, bilingual or multilingual fluency.
Agency Mission:
The Department of Transitional Assistance (DTA) is the state agency responsible for administering public assistance programs to low-income residents of the Commonwealth. DTA is committed to providing a high level of service to all those in need. The mission of the Department is to assist and empower low-income individuals and families to meet their basic needs, improve their quality of life, and achieve long term economic self-sufficiency. DTA serves one out of every six people in Massachusetts - including working families, children, elders, and people with disabilities. Our services include food and nutritional assistance, economic assistance, and employment supports.
Learn more about our services and programs visit: www.mass.gov/dta
Pre-Offer Process:
A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit http://www.mass.gov/hhs/cori
Education, licensure and certifications will be verified in accordance with the Human Resources Division's Hiring Guidelines.
Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth's website.
If you require assistance with the application/interview process and would like to request an ADA accommodation, please click on the link and complete the ADA Reasonable Accommodation Online Request Form
For questions, please the contact the Office of Human Resources at 1-800-510-4122 and select option #4.
Qualifications
First consideration will be given to those applicants that apply within the first 14 days.
MINIMUM ENTRANCE REQUIREMENTS:
REQUIRED WORK EXPERIENCE: At least five years of full-time, or equivalent part-time, professional experience in social work or social casework, claims adjudication, job placement, recruitment, employment counseling, vocational or rehabilitation counseling, credit investigation, educational counseling, legal advocacy, or legal counseling. Based on assignment to second-level supervisory positions, at least one year of this experience must have been in a supervisory capacity.
SUBSTITUTIONS:
- A Bachelor's or higher degree may be substituted for two years of the required non-supervisory experience on the basis of two years of education for one year of experience.
- One year of education equals 30 semester hours. Education toward a degree will be prorated on the basis of the proportion of the requirements actually completed.
- No substitutions will be permitted for the required supervisory or managerial experience.
LICENSES: Based on assignment, travel may be required. Those employees who elect to use a motor vehicle for travel must have a current and valid Massachusetts Motor Vehicle Operator's license or the equivalent from another state.
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.