Reception Coordinator- Nubian Square

Commonwealth of Massachusetts • Boston, MA

12d

About The Position

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.
· 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.
About The Department of Transitional Assistance:
The Department of Transitional Assistance (DTA) assists and empowers low-income individuals and families to meet their basic needs, improve their quality of life, and achieve long term economic self-sufficiency. The Department serves 1 in 9 people in the state with food and economic assistance and opportunities to find jobs and further their training. The Department's 1,600+ staff help clients by processing benefits, connecting clients with resources, ensuring programs are operating well, providing legal counsel, developing policy, and holding fair hearings.

Requirements

• 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.
• 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.

Nice To Haves

• 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.

Responsibilities

• 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.
• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level