Client Assistance Coordinator/Supervisor-Lowell

Commonwealth of Massachusetts•Lowell, MA

7d•Onsite

About The Position

The Department of Transitional Assistance (DTA) is seeking compassionate leaders for the position of Client Assistance Coordinator/SNAP Supervisor. This role provides exceptional customer service to all DTA clients, ensuring clients with disabilities have equal access to Department benefits and services. The Client Assistance Coordinator is a supervisor role with primary CAC duties and secondary SNAP Supervisor duties. DTA values public service, fast-paced environments, and a commitment to diversity, equity, and inclusion.

Requirements

Knowledge of the principles, practices, and techniques of supervision and the ability to supervise.
Knowledge of the methods and techniques of performance evaluation.
Knowledge of the social and economic problems of the diverse client population and the related impact on employability and self-sufficiency.
Ability to read, interpret, apply, and explain the provisions of State and Federal laws, rules, regulations, policies, procedures, specifications, standards, and guidelines governing agency operations, assigned unit activities, and eligibility for financial assistance.
Ability to gather and assemble items of information in accordance with established procedures.
Ability to acquire information on local labor market conditions and trends for a variety of occupations.
Advanced knowledge and skill in the use of the principles and methods of employment counseling and employment placement.
Ability to maintain accurate records and communicate effectively both orally and in writing.
Ability to determine the applicability of client data, to draw conclusions, and make appropriate recommendations.
Ability to deal tactfully and establish and maintain harmonious working relationships.
Ability to exercise sound judgment, and exercise discretion in handling confidential information.
Ability to assess and prioritize tasks and demonstrate problem-solving skills.
Familiarity of the ADA accommodation process.
At least five (5) 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.

Nice To Haves

Dual proficiency in English and other languages, including American Sign Language (ASL), Spanish, Portuguese (Brazilian), Chinese (Cantonese), Vietnamese or Haitian Creole is desirable.
Demonstrated knowledge of DTA benefits and services, including eligibility requirements.
Demonstrated aptitude for and sensitivity in working with clients with disabilities, and the ability to implement Department policies accurately and in a timely manner.
Demonstrated knowledge of data tracking and PC software/applications.
Commitment to working with diverse populations.
Proficient PC based systems and applications skills.
Ability to work under adverse working conditions.

Responsibilities

Meet with referred and otherwise identified clients to conduct an inquiry into the possible existence of a disability.
Review evidence of disability to determine whether ADA standards/definitions are met and special assistance should be requested.
Explore potential barriers, solutions and options for assistance with clients.
Upon client request, assist in efforts to obtain accommodations, exemptions, good cause or other help when appropriate.
Work with case managers, other Department staff, and external partners, to assist clients with disabilities in learning about and accessing appropriate programs and services.
Review accommodation requests and participate in approval/denial process.
Serve as fixed member of Transitional Assistance Office (TAO) Accommodation Team and attend Department mandated trainings and meetings.
Monitor, track and oversee TAO accommodations using Department mandated software and applications.
Ensure correct and consistent implementation of accommodations in assigned TAO.
Meet semi-annually with Director of Disability Access to develop best practices for implementing accommodations.
Develop and support relationships with external partners, including agencies within EOHHS.
Supervise overall performance of the Transitional Assistance unit as assigned.
Direct workers in the performance of all tasks related to case maintenance and case management to accomplish goals and agency mission.
Monitor transitional assistance activities for client population to ensure compliance with applicable rules and regulations in the delivery of all services required to assist individuals and families transition to work.