Disability Rights Information Specialist

Commonwealth of Massachusetts•Boston, MA

1d•Hybrid

About The Position

The Massachusetts Office on Disability (MOD) is a small state agency that provides information, guidance, and training on disability-related civil rights and architectural access. The Disability Rights Unit (DRU) is a small team within MOD that responds to inquiries from the public about disability rights and obligations. We help people understand disability rights and obligations, how regulations apply to the specifics of their situation, and practical steps they can take to assert rights and comply with the law. The Disability Rights Information Specialist will work within DRU primarily answering a high volume of inquiries from the public. Inquiries may cover matters related to reasonable accommodation in housing, employment, and other situations; equal access and barrier removal; how to comply with disability rights laws; and more. These are typically handled over the phone in 1-2 conversations, with email follow-ups.

Requirements

Ability to gather information by speaking with people, examining records, and reviewing documents.
Strong critical analysis skills and experience.
Proven problem-solving skills and experience, such as resolving demanding customer service issues and complaints.
Demonstrated ability to communicate complex and nuanced information both orally and in writing, using digestible language, and adjusting your communication depending on the individual’s needs.
Resilience for handling difficult conversations.
Ability to think on your feet and direct a conversation productively and respectfully.
Strong research skills to find and evaluate the information needed to understand a caller’s situation.
Reliability and cautious independence.
Excellent judgment for when to consult or ask questions to ensure that inappropriate guidance is not given out.
Intellectual curiosity and ability to quickly learn a lot of new information.
Ability to establish and maintain effective working relationships, especially as part of a small team.
Knowledge and proficiency using computers, particularly Microsoft Word, Outlook, PowerPoint and Excel; virtual platforms such as Zoom/Microsoft Teams; and information data management systems.
Skill writing concisely using plain language.
Ability to travel within Massachusetts for events (possibly 1-2 days per year).
Two 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, or any equivalent combination of the required experience and the substitutions below.

Nice To Haves

Ability to put yourself in the shoes of people on both sides of a situation and imagine their experience and concerns.
Ability to maintain neutrality and to diplomatically give someone the benefit of a different perspective. You are accurate and wary of misinterpretations and assumptions.
Knowledge of disability rights laws, including complaint and enforcement procedures.
Fluency in ASL and/or other languages commonly spoken in Massachusetts.

Responsibilities

Respond to disability rights inquiries that may come from people with disabilities, employers, landlords, advocates, business owners, ADA Coordinators, and local government officials.
Gather facts about the caller’s situation, including evaluating and analyzing information they provide; assist the caller in identifying what type of issue they have (e.g. disability rights, tenant rights, consumer rights, customer service, looking for services); and help the caller define their goals and priorities.
Use plain language to explain what disability rights laws say and how they apply to the specifics of the situation.
Perform research, as needed. This might be legal research into official guidance, wording of the law, or case law, or research to clarify information about the caller’s situation, or to point them in a sensible direction.
Guide callers on productive options for addressing their issue(s), including what they are legally required to do; identify best practices and practical approaches; point callers to organizations that provide the assistance they need; highlight key considerations in choosing how to proceed; and set realistic expectations.
Assist callers in wording a reasonable accommodation request, verbally or in writing, as appropriate.
Communicate and maintain clear boundaries and neutrality. MOD is not an enforcement agency, and we do not investigate complaints or report complaints elsewhere. MOD cannot intervene in disputes, advocate on behalf of callers, or provide ongoing support. We give legal information and guidance; we do not give legal advice or provide representation.
Maintain accurate records, provide information for reports and follow policies, including public records, protection of private information, and record retention.
Identify systemic issues and disability rights questions that MOD could address.
Undertake individual or team projects, such as writing/reviewing new guidance and training materials for the public, participating in outreach activities and events, or writing or updating internal reference materials.