Ombuds Specialist

Commonwealth of Massachusetts•Boston, MA

18d

About The Position

The Department of Transitional Assistance (DTA) is seeking an Ombuds Specialist to provide customer service, manage and resolve complaints, and review cases to determine whether eligibility rules and calculations were correctly applied. The Ombuds Unit supports strong customer relationships among federal, state, and local government partners, stakeholders, vendors, advocates, recipients, and the public. It helps ensure that customers can access services accurately, promptly, and respectfully. The position involves resolving requests from a range of sources, maintaining professional relationships with partners, conducting interviews using the agency’s PC-based eligibility system, and explaining eligibility decisions. The specialist also supports continuous service improvement by managing complaints, tracking data to identify systemic barriers, and evaluating cases for compliance with applicable requirements. The role includes administrative work and direct client service when appropriate. DTA administers public assistance programs for low-income residents of Massachusetts. Its mission is to assist and empower individuals and families to meet basic needs, improve their quality of life, and achieve long-term economic self-sufficiency. The agency serves working families, children, elders, and people with disabilities through food and nutritional assistance, economic assistance, and employment supports. A criminal background check will be completed on the recommended candidate before hire, and education, licensure, and certifications will be verified. Travel may be required depending on assignment. The position’s salary placement depends on directly related experience, education, and the applicable compensation structure.

Requirements

At least four 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.
A bachelor’s or higher degree may substitute for two years of the required experience; education is prorated based on completed degree requirements, with 30 semester hours equaling one year of education.
Knowledge of methods used to prepare charts, graphs, and tables.
Knowledge of general report-writing methods.
Ability to understand, explain, and apply laws, rules, regulations, policies, and procedures governing assigned activities.
Ability to analyze data, determine its applicability, draw conclusions, and make appropriate recommendations.
Ability to gather information by examining records and documents and questioning individuals.
Ability to assemble information according to established procedures.
Ability to prepare and use charts, graphs, and tables.
Ability to prepare general reports and write concisely, express thoughts clearly, and develop ideas in a logical sequence.
Ability to give precise, understandable written and oral instructions and communicate effectively orally.
Ability to deal tactfully and establish rapport with others.
Ability to exercise discretion when handling confidential information.
A current and valid Massachusetts motor vehicle operator’s license, or an equivalent license from another state, is required for employees who elect to use a motor vehicle for travel when travel is required by assignment.

Nice To Haves

Highly self-motivated.
Proven ability to communicate effectively orally and in writing.
Ability to assess and prioritize tasks and plan and organize simultaneous work assignments.
Knowledge of DTA benefits and services, including eligibility requirements.
Experience with Electronic Document Management (EDM) and smart coversheets.
Aptitude and sensitivity in working with clients who face barriers or have disabilities, and ability to implement Department policies accurately and promptly.
Knowledge of data tracking and PC software or applications.
Commitment to supporting diverse populations.
Problem-solving skills.
Ability to work in a stressful, fast-paced environment.
Bilingual or multilingual fluency.

Responsibilities

Field and resolve requests from the USDA, the Governor’s office, elected officials, EOHHS, state agencies, stakeholders, municipalities and towns, local office staff, vendors, advocates, recipients, and the public.
Create and maintain professional relationships with external partners and key stakeholders.
Ensure clients receive services accurately, timely, and respectfully.
Conduct interactive interviews using the agency’s PC-based eligibility system.
Develop and maintain an integrated approach to customer relations, complaint management, and program development focused on continuous service improvement.
Track and monitor data to support systemic improvements and eliminate program barriers.
Prepare and deliver explanations of eligibility decisions.
Complete administrative responsibilities accurately and on time.
Evaluate and monitor client cases for compliance with applicable rules, regulations, and guidelines.
Report Domestic Violence issues immediately to the appropriate Domestic Violence specialist.
Ensure clients are made aware of ADA services.
Provide direct client services as necessary and appropriate.