Disability Rights Information Specialist

Commonwealth of Massachusetts•Boston, MA

2d•$65,579 - $94,378•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 communication based on individual 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 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.
A Bachelor's or higher degree with a major in business administration, business management or public administration may be substituted for the required experience.
A Bachelor's or higher degree with a major other than in business administration, business management or public administration may be substituted for a maximum of one year of the required experience.

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.
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 from people with disabilities, employers, landlords, advocates, business owners, ADA Coordinators, and local government officials.
Gather facts about the caller’s situation, evaluate and analyze information provided, assist the caller in identifying their issue type, and help the caller define their goals and priorities.
Explain disability rights laws and their application to specific situations using plain language.
Perform research, including legal research into official guidance, law wording, or case law, to clarify caller situations or suggest directions.
Guide callers on productive options for addressing their issues, including legal requirements, best practices, practical approaches, and pointing them to relevant organizations.
Assist callers in wording reasonable accommodation requests, verbally or in writing.
Communicate and maintain clear boundaries and neutrality, as MOD is not an enforcement agency and does not investigate complaints or provide legal advice or 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 guidance and training materials, participating in outreach activities, and writing or updating internal reference materials.