EOHLC Operations Coordinator

Commonwealth of Massachusetts • Boston, MA

1d • Hybrid

About The Position

The Executive Office of Housing and Livable Communities (EOHLC) is seeking an Operations Coordinator/Program Coordinator III in the Deputy Secretary’s Office. The EOHLC Operations Coordinator is responsible for overseeing the daily staffing and operations of the EOHLC Reception area, serving as the first point of contact and public face of the organization. This role is responsible for providing a welcoming, professional experience by greeting all visitors and handling incoming calls courteously and promptly, while ensuring the reception desk is staffed daily. The EOHLC Operations Coordinator ensures continuity of reception support services, including logging and distributing mail and deliveries, as well as monitoring and maintaining adequate inventory levels for agency office supplies. They administer and update, as necessary, EOHLC office-space reservation system known as Commonwealth Workplace Reservation System. The incumbent serves as a liaison to the Executive Office of Technology Services & Security (EOTSS) MassVoice team for telephone systems, as well as to external vendors supporting EOHLC’s wireless communications. The role further includes developing and maintaining databases of key operations documents, generating routine and ad hoc reports, and performing data quality assurance by analyzing databases, identifying, resolving or escalating issues.

Requirements

• At least (A) four 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
• Of which at least one year must have been in a supervisory capacity
• A Bachelor's degree with a major in business administration, business management or public administration may be substituted for a maximum of two years of the required (A) experience.
• A Graduate degree with a major in business administration, business management or public administration may be substituted for a maximum of three years of the required (A) 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 (A) experience.
• No substitutions will be permitted for the required (B) experience.
• Current and valid Massachusetts Class D Motor Vehicle Operator's license or the equivalent from another state.

Nice To Haves

• At least intermediate proficiency using Adobe Acrobat, and Microsoft Office 365 including Word, Excel, PowerPoint, Outlook, SharePoint, Teams and other Microsoft office suite products with the ability to quickly learn new systems.
• Experience supervising staff and projects.
• Exceptional customer service skills.
• Excellent organizational skills.
• Previous state experience, knowledge of state managed systems & resources.
• Proactive and committed to working with employees and visitors to provide a high level of timely, courteous, and professional assistance.
• Willingness to learn and to adjust to varying or changing situations to meet emergency situations or changing requirements.
• Basic knowledge of printer and scanner user interfaces, hardware configurations, and vendor troubleshooting platforms.
• Basic knowledge of facility or building management portals and standard procedures.
• Ability to understand, apply and explain pertinent laws, rules, regulations, policies and programs.
• Ability to exercise sound judgment and maintain confidentiality when handling sensitive information and materials.
• Ability to lift 25 – 30 pounds of equipment, office supplies and other items.
• Ability to manage multiple competing priorities effectively and adapt quickly to changing operational needs and assignments.
• Occasional travel to EOHLC Field Office locations may be required.

Responsibilities

• Provides supervision to administrative staff which includes coordinating, scheduling and assigning work; establishing performance measures, goals, objectives and priorities; evaluating work performance by providing feedback, direction and guidance; and keeping staff informed of new or revised procedures.
• Oversees the EOHLC reception area and related front-office operations, including ensuring the main telephone line is consistently monitored and answered, directing calls appropriately, stepping in to provide reception coverage when needed, processing incoming and outgoing mail and deliveries, and notifying appropriate staff of deliveries and visitors in a timely and professional manner.
• Administers and updates as necessary, EOHLC office-space reservation system known as the Commonwealth Workplace Reservation System, which allows staff to reserve workspaces and collaboration rooms when working at EOHLC’s Central Boston office.
• Generates reports to track utilization.
• Maintains and updates the Operations section of EOHLC’s intranet web site to ensure current and relevant information is accessible to staff.
• Anticipates operational needs that can be addressed through intranet content.
• Functions as one of the primary contacts with building management and security staff.
• Works with the building security staff with onboarding/offboarding staff access when needed.
• Ensures the protection of confidential information.
• Assists the Administrative Officer with the administration of the Building’s Visitor Registration system for those visiting EOHLC’s Central Office in Boston.
• Collaborates with EOTSS MassVoice and external vendors to support EOHLC’s telecommunications systems, including telephone and wireless services.
• Coordinates moves, adds, and changes using ServiceNow and other systems.
• Troubleshoots telephone, and wireless telecommunications issues.
• Maintains and updates agency supply inventory, coordinates agency mailroom/copy center needs.
• Ensures that mail is sorted and delivered timely to ensure continuity of internal support services.
• Assists agency staff with audio/visual equipment.
• Troubleshoots printer issues that arise.
• Serves as back-up support for General Service Requests (work orders/tickets).
• Coordinates with building management to submit and track requests for services including janitorial, pest control, electrical, HVAC, plumbing, restroom maintenance, and physical repairs within EOHLC-occupied spaces.
• Assists the Director of Operational Services and the Administrative Officer serving as a liaison with external partners, including Executive Office of Technology Services and Security (EOTSS), Operational Services Division (OSD)/Office of Vehicle Management (OVM), and Division of Capital Asset Management & Maintenance (DCAMM).
• As needed, works with DCAMM on space related needs as they arise, and ID badge requests.
• Assists the Director of Operational Services as an EOHLC Safety Point of Contact (POC).
• Assists the Director of Operational Services in updating safety plans, the Emergency Evacuation Plan in accordance with Human Resources Division (HRD) and Division of Capital Asset Management & Maintenance (DCAMM) guidelines and building emergency evacuation guidelines.
• Assists with updating the Continuity of Operations & Continuation of Government (COOP/COG), which supports the continuous performance of the agency’s essential functions during an emergency.
• Assists with records management and maintenance.
• Assists with vehicles requests and driver eligibility.
• Assists with Operational Services Procedures.
• Periodically evaluates the effectiveness of the Operations databases and ticketing systems to ensure that the proper information is being captured and stored and that the data is readily available when requested.

Benefits

• Comprehensive Benefits
• outstanding suite of employee benefits that add to the overall value of your compensation package
• work experience that supports you, your loved ones, and your future

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree