Reception Coordinator - Lawrence

Commonwealth of Massachusetts • Lawrence, MA

5d • Onsite

About The Position

The Department of Transitional Assistance (DTA) is seeking qualified individuals for the position of Reception Coordinator. This role is responsible for the overall operations of the reception, self-service, and client-facing areas, as well as overseeing all tasks related to case maintenance for designated units within the Transitional Assistance Office (TAO). DTA attracts people passionate about public service, who love to work in a fast-paced environment, and who are committed to diversity, equity, and inclusion.

Requirements

• Utilize the principles, practices, methods, and techniques of supervision and performance evaluation.
• Knowledge of the principles and best practices of customer service.
• Skill in the use of the principles and methods of employment counseling and employment placement, knowledge of the social and economic challenges of the diverse client population and related impact on employability and self-sufficiency.
• Read, interpret, apply, and explain the provisions of the laws, rules, regulations, policies, procedures, specifications, standards and guidelines that govern agency operations and assigned unit activities or affect eligibility for financial assistance.
• Utilize interviewing techniques to obtain necessary information, communicate effectively, and maintain accurate records of information, both orally and in writing.
• Demonstrate problem-solving skills and perform, understand, and explain mathematical computations with accuracy (addition, subtraction, multiplication and division).
• Deal tactfully and establish and maintain harmonious working relationships, exercise sound judgment, and exercise discretion in handling confidential information.
• At least five 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.
• Based on assignment to second-level supervisory positions, at least one year of this experience must have been in a supervisory capacity.

Nice To Haves

• Awareness, understanding, and application of changes in laws, rules, regulations, programs, policies, procedures, and guidelines governing agency operations and assigned unit activities.
• Current knowledge of all types and uses of agency forms.
• Proficient in the use of all DTA-related systems and related reports and documents.
• Thorough knowledge of referral sources and agencies available for clients.
• Competence in the application of the principles, practices and techniques of supervision.
• Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment.
• Assess employee performance utilizing a continuous process of performance evaluation, teaching, coaching and mentoring, and identify the need for disciplinary action when necessary, working closely with the Management team.
• Foster the development of staff through ongoing training and support designed to enhance knowledge, skills and abilities.
• Motivate subordinates to work effectively and efficiently.
• Bilingual or multilingual fluency.

Responsibilities

• Ensure a consistent, high level of customer service by overseeing and monitoring service delivery needs in all areas within the TAO.
• Direct and facilitate client traffic flow in the reception area by utilizing the local office business model.
• Ensure the reception area meets Department requirements regarding poster display, brochures, and other resources.
• Provide direct client services including processing case actions and assisting with the application process as needed.
• Provide education and demonstration of various self-service options for clients.
• Report observations and recommendations to management to improve service delivery in the Reception area.
• Work with all staff to ensure that clients receive services in a timely, accurate, and courteous manner.
• Work to establish harmonious relations among the diverse populations of workers, clients, vendors and employers.
• Supervise personnel in lower job grades including, but not limited to, clerical, BERS A/B and C, and HSA staff members.
• Apply principles and practices of effective training within the supervisory unit and with additional staff as required.
• Stay current with self-service options including but not limited to; Kiosks, scanning, DTA Connect, and Mobile apps.
• Perform all other duties as assigned in accordance with the Department’s policies and mission statement.

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