Director of Constituent Services

Commonwealth of Massachusetts•Worcester, MA

1d•Onsite

About The Position

The Director of Constituent Services, under the direction of the Chief of Staff, oversees the Cannabis Control Commission’s Constituent Services Department. Responsibilities will include development and management of policies, protocols, and processes for continuous improvement of workflows, program efficiency, and effective management of the Constituent Services team, in support of constituents and residents participating in its program and services. Responsibilities also include guiding the team in seeking additional resources and working with a multi-disciplinary team of external providers and other professionals to ensure Cannabis patients can achieve meaningful outcomes.

Requirements

Bachelor’s degree in Public Health, Healthcare Administration, Business Administration or related field from an accredited college or university; advanced degree preferred; or combination of education and experience required.
5-7 years program management experience in public service, private, or not-for-profit organizations, of which 3 years must have been in a management role.
Experience working with groups from diverse cultural and ethnic backgrounds required.
Knowledge of the Commonwealth’s adult and medical use cannabis laws, regulations, and protocols.
Strong written communication and customer service skills with the ability to tailor information that establishes rapport, and the ability to effectively disseminate information across the Commission and to the public.
Strong organizational and project management skills with attention to detail.
Strong computer skills (e.g., licensing and patient platforms, case management systems, Office).
Ability to use performance data to set and implement customer service standards.
Ability to resolve conflicts in a professional manner.
Ability to build constructive working relationships across diverse constituencies, characterized by a high level of acceptance, integrity, cooperation, and mutual regard.
Ability to seek opportunities to foster collaboration and innovation, achieve goals, or otherwise advance the Commission’s mission.
Maintain the highest standard of personal, professional and ethical conduct and support the Commission’s goals for a diverse and culturally aware workforce.
Demonstrate strong interpersonal and communication skills to effectively communicate with providers, other medical professionals, Commission leadership, staff, patients, caregivers, and other constituents.
Model behaviors that are guided by the Commission’s mission, vision, and core values.
Maintain transparency and act responsibly when making decisions.
Model exceptional customer service and effective communication when interacting with internal and external consumers.
Set clear expectations around accountability while at the same time holding self-accountable.
As a member of the leadership team, foster a supportive culture that aligns with the Commission’s DEIJB Initiative.
Participate in driving change that enhances program performance.

Nice To Haves

advanced degree preferred

Responsibilities

Understands and must be able to accurately interpret and apply the Commission’s laws and regulations, including but not limited to, the Medical Use of the Marijuana Program, licensing, investigation and enforcement, and badging processes, as they relate to the Constituent Services program.
Drafts departmental rules, policies, and standard operating procedures; facilitates appropriate review and approval processes through implementation and in accordance with Commission Policy on Development of Policies.
Responsible for ensuring the Commission’s constituent services program reflects the highest-level of quality and integrity in its daily operations.
Builds strong patient relationships by working closely with patients, caregivers, and other Commission departments to identify and eliminate possible barriers to access to services, effective and timely registration, and badging renewal processes that align with the Medical Use of Marijuana Program goals and objectives, with Commission mission, vision, core values, and with its rules, laws, and regulations.
Establishes and ensures the highest standards of customer service for both quality and quantity of responses, and develops metrics to measure outcomes, such as patient and consumer satisfaction, staff and program performance.
Ensures compliance with Commission laws, regulations, and protocols to ensure clear communication with all constituents including patients, providers, dispensaries, Licensees, and internal and external partners as appropriate.
Coordinates and collaborates with Complaint Resolution Administrator and other divisions and departments as necessary to provide accurate information and follow-up with constituents relative to the complaint process.
Develops educational materials and guidance documents for greater access and consumer understanding and interpretation, and that align with and meet constituents’ needs.
Develops relevant and appropriate resources and connects constituents to other agencies and services that add value to Constituent Services program patients and recipients.
Performs other duties and special projects assigned.
Management of Constituent Services Manager and all components of the Constituent Services Program.