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 of our services. 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. We serve one out of every nine people in Massachusetts – including working families, children, elders and people with disabilities. Our services include food and nutritional assistance, cash assistance, and employment supports. With our support, our clients are given the tools to improve their economic self-sufficiency.
This is a provisional appointment.
We are seeking qualified applicants for the position of Reception Coordinator. Our ideal candidate will assist in ensuring a high level of customer service in the local office, and supervise staff in a lower job grade and monitor client service needs within the reception area in a manner that continually focus on improving business processes. Duties may include but are not limited to:
Directs and facilitates client traffic flow in the reception area.
Ensures the Reception area meets Department requirements regarding poster display, brochures and other resources.
Assists in completing SNAP, Cash and other case transactions.
Determines the purpose and intent of an individual’s visit to the office and appropriately directs the individual.
Ensures that contacts and activities are appropriately scheduled and recorded.
Assists with EBT Issuance and other Department documents issued to waiting clients.
Triage dropped-off documents, determines urgent or non-urgent status, and routes to the EDMC or a case manager for urgent processing as appropriate.
Educates clients on the Assistance Line functionality, how to send documentation to the EDMC and how to work with DTA to ensure timely case processing and uninterrupted benefits.
Ensures that verifications delivered by clients are distributed to staff timely.
Reports to management observations and recommendations to improve service delivery in the reception area.
Effectively works with all staff to ensure that clients receive services in a timely, accurate and courteous manner that mandated by the Department's mission.
Applies principles and practices of effective training within the supervisory unit and with additional staff as required.
May provide direct client services.
Performs all other duties as required.
Demonstrate knowledge of benefits and services including eligibility requirements.
Prior case management experience with hard to serve populations including clients with mental health and substance abuse issues, physical impairments, cognitive limitations, homelessness and/or domestic violence.
Demonstrated aptitude for and sensitivity in working with clients with disabilities, and the ability to implement Department policies accurately and in a timely manner.
Proven ability to exercise discretion in handling confidential information.
Demonstrated knowledge of data tracking and PC software/applications.
Proven ability to communicate effectively orally and in writing.
Commitment to working with diverse populations.
Proficient PC skills.
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 and click on "Information for Job Applicants."
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.
For questions, please contact the CYF Office of Human Resources at 1-800-510-4122 and select option #2.
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.
- 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.
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.