Guild - Leave of Absence Specialist Grade 32 (SY2425)

About the position

The Leave of Absence (LOA) Specialist will serve as the initial Tier 2 point of contact for BPS employees, providing assistance to help them fulfill their responsibilities related to leave of absence documentation, tracking, and inquiries. The goal is to deliver excellent customer service to end-users, including HR Managers, RC Managers, Department Heads, Principals, and timekeepers. The position involves reviewing, analyzing, and processing leave of absence requests for all employee groups within the assigned caseload, ensuring customer satisfaction through effective and timely resolution of inquiries, and informing callers about Human Resources policies and procedures. The specialist will also participate in the development of instructional documentation and maintain job knowledge through educational opportunities.

Responsibilities

• Review, analyze and process requests for leave of absence for all employee groups within assigned caseload.
• Provide customer satisfaction through effective and timely resolution of inquiries.
• Ensure high priority requests receive immediate responses or are routed to the supervisor.
• Inform callers about Human Resources policies and procedures with assistance from the supervisor as appropriate.
• Research questions or concerns and escalate issues to appropriate personnel for resolution.
• Inform the development of instructional documentation such as FAQs and other knowledge management materials.
• Update content on the Hub Help Center site and citywide kiosks with supervisory approval.
• Participate in depositions and grievances related to leave of absence matters.
• Fulfill requests for personnel/medical file copies.
• Support requests for files for compliance audits.
• Assist with special projects as assigned.
• Maintain files, records, or logs as required.

Requirements

• Three (3) years of full-time, or equivalent part-time, clerical or administrative work with customer service experience.
• Knowledge of administrative and clerical practices and procedures.
• Knowledge of computer software programs such as Microsoft Office and Google Suite.
• Working knowledge of City of Boston's Human Resources policies, practices, and procedures preferred.
• Ability to plan, organize and process a high volume of work in a timely manner.
• Ability to effectively communicate orally and in writing, and to prepare reports and correspondence.

Nice-to-haves

• Experience in a Human Resources environment.
• Familiarity with leave of absence policies and procedures.

Benefits

• City of Boston Residency is required for this position.
• No onsite parking; on-street and limited lot parking based on lottery.