Administrative Unit Supervisor

Commonwealth of Massachusetts • Boston, MA

1d

About The Position

The Massachusetts Commission Against Discrimination (MCAD) is the independent state agency that enforces Massachusetts anti-discrimination laws in employment, housing, education, credit, and public accommodations by investigating, prosecuting, and adjudicating complaints of discrimination. The MCAD also offers remedial and preventative training and publishes resources online, such as model policies, posters, and guides.
The MCAD is seeking a dynamic and organized individual to fill the role of Administrative Unit Supervisor. The incumbent of this position will be responsible for supervising and managing the MCAD’s Administrative Unit and serving as the agency's Language Access Coordinator (LAC). The Administrative Supervisor will report directly to the Director of Preliminary Investigations (“DPI”) and will be expected to carry out their duties to assist the DPI to ensure the timely and appropriate resolution of all matters assigned to the Preliminary Investigations Unit within 30 days of filing, where practicable, including but not limited to, timely and effective service of complaints authorized for Formal Investigation.
As the Administrative supervisor, the incumbent will directly supervise the agency’s administrative staff located in the MCAD’s Boston, Worcester, and Springfield offices. As the Supervisor of the Administrative staff, the incumbent will supervise, plan, review, and evaluate work product and performance of subordinates. The majority of the Administrative Unit's work will take place in Preliminary Investigations after complaint filing, where the Administrative Supervisor and staff will carry out various administrative and preliminary investigative duties as assigned, working with investigative and legal staff, as well as the DPI. Additionally, the Administrative Supervisor and their staff may also be assigned to administrative work pre-complaint filing, and in Formal Investigations. The Incumbent will also be expected to provide on-the-job training for employees in their unit; resolve unit issues and/or problems; and on- board and evaluate the performance of newly hired assigned administrative staff during their probationary period.
As the agency's Language Access Coordinator, the incumbent will manage the agency's Language Access Plan and ensure access to language assistance for the constituents and team members of the MCAD. As the LAC coordinator, the Administrative Supervisor will be required to resolve requests for LAC services for in-person and virtual interactions with MCAD staff.

Requirements

• Applicants must have at least (A) four years of full-time, or equivalent part-time, professional, administrative or managerial experience in business administration, business management or public administration the major duties of which involved program management, program administration, program coordination, program planning and/or program analysis, and (B) of which at least one year must have been in a supervisory capacity, or (C) any equivalent combination of the required experience and the substitutions below.
• Display dependability, initiative, and ability to function independently in a key leadership position.
• Ability to utilize Microsoft, Word, Excel, Power Point, Outlook, and information data management systems.

Nice To Haves

• The incumbent in this position must be able to communicate effectively and efficiently both verbally and in writing.

Responsibilities

• Actively supervises reviews, evaluates, and analyzes the work performance and related work product of administrative staff. Incumbent is expected to complete performance evaluations (EPRSs) of subordinates in a timely fashion.
• Oversees and effectively manages the Front Desk and reception area, assisting constituents with CCMS intake procedures prior to filing and assignment to Preliminary Investigations, responding to information calls and online inquiries, ensuring that mail-in complaints are entered in CCMS, if there is an exception to online CCMS complaint filing, identifying and bringing to the attention of the DPI special or urgent issues that require the DPI’s input; the Supervisor will fill-in to perform these functions as operational necessary; Ensures timely and efficient service of complaints authorized to Formal Investigations.
• Under the direction of the Director of Preliminary Investigations, the Administrative Supervisor assists with the administrative Intake process. The Administrative Supervisor assists members of the public in accessing the CCMS online filing Portal and provides necessary information to the public about how to register for and utilize the Portal. Ensures that mail-in complaints are promptly and correctly docketed in the Comprehensive Case Management System (CCMS) by Administrative staff; supervises Administrative staff to notify and educate prospective filers about the online filing process. The incumbent shall ensure that complaints are promptly and properly served on the parties, through the portal and by US Mail, as necessary, that complaints are properly scanned and uploaded in CCMS as necessary; creates a monthly Intake schedule if deemed necessary.
• Ensures timely, accurate, and professional responses to information calls from the public, including requests for information regarding agency policies, procedures, laws, rules, and regulations, and CCMS
• Assists the DPI to ensure all requests for withdrawal submitted within 90 days of the complaint filing are processed within seven (7) days of receipt, and processes other withdrawals as directed by the DPI or Chief.
• Under the direction of the DPI, participates in the Substantial Weight Review process for dual-filed cases.
• Create and maintain updated reports in the MCAD’s case management system (CCMS) to effectively track case inventory.
• Meets regularly with administrative staff to discuss the quality of their work and, as necessary, suggests methods to increase productivity;
• Demonstrates an understanding of the skill level of each administrative staff member, identifies deficiencies in staff members' abilities to perform job duties and meet goals; proactively identifies areas of needed improvement to assist staff in developing their skill level;
• Keeps current on the unit's performance and progress and takes effective and timely steps to prevent and/or reduce and eliminate backlogs in the processing of mail-in intakes, document scanning and indexing, and administrative closures.
• Motivates unit members, through innovation, efficiency, and demonstrative leadership, effectively and efficiently guides the unit’s cases through the administrative process in a timely manner;
• Identifies documents and communicates to DPI and COI all personnel issues, performance concerns, disciplinary matters, and other problems that cannot be resolved within the unit in a timely manner;
• Recommends to the COI/DCOI to take immediate and corrective measures to address any violations of management directives, policies, procedures, or regulations by subordinates. Identifies and communicates to the COI /DCOI the achievements of unit members; systemic problems or the need for changes in policies and procedures, together with appropriate constructive recommendations to resolve these matters;
• Ensures that unit staff, as well as the incumbent, maintain a professional, courteous and helpful attitude when working with or meeting the public;
• Ensures that unit staff, as well as the incumbent, respond to all telephone calls, e-mail messages or inquiries of any kind within 48 hours, as far as practicable;
• Demonstrates commitment to the public, and compliance with MCAD regulations, policies and procedures;
• Effectively communicates with unit members by holding regularly scheduled unit meetings with unit members; performs other related duties as assigned.
• Serves as MCAD's Language Access Coordinator (LAC), administers the MCAD’s Language Access Plan (LAP), as updated. Performs the following LAC duties:
• Monitors and responds to LAP requests submitted through the agency’s CCMS.
• Manages the telephonic interpretation services using authorized vendors and quickly addresses staff and parties' concerns.
• Understand and support the Commission's official Language Access Program. Gathers language access survey data from all front-desk staff (all offices), as required. Analyze CCMS reports for trends in service
• Ensures LAP is audited on a bi-annual basis with an Assessment Report and recommendations and to be issued on or before July 1st.
• Evaluates LAP procedures to determine efficiency and effectiveness at delivering services to Limited English Proficient (LEP) individuals by conducting internal and external field research, analyzing data, and issuing LAP Assessment Report every two years with recommendations for process improvements.
• Holds regular LAP Committee meetings for staff involvement, feedback, and policy dissemination and implementation.
• Work with the Training Unit on language access outreach and training (internal and external training)

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!

What This Job Offers

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