Reception Coordinator
2 months ago
Description
The Department of Transitional Assistance is seeking qualified applicants for the position of Reception Coordinator. Our ideal candidate will be responsible for the overall operations of the reception, self-service, and client-facing areas as well as overseeing all tasks related to case maintenance/management 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.
Duties and Responsibilities (these duties are a general summary and not all inclusive):
Ensure a consistent, high level of customer service by overseeing and monitoring service delivery needs in all areas within the TAO including the reception and self-service areas. Direct and facilitate client traffic flow in the reception area by utilizing 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.Required Qualifications:
Knowledge of 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. Ability to 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. Ability to utilize interviewing techniques to obtain necessary information, communicate effectively, and maintainaccurate records, 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.Preferred Qualifications:
Awareness, understanding, and ability to apply 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. Proficiency 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. Ability to 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. Ability to foster the development of staff through ongoing training and support designed to enhance knowledge, skills, and abilities. Ability to motivate subordinates to work effectively and efficiently. Given the population served, bilingual or multilingual fluency.Agency Mission:The Department of Transitional Assistance (DTA) is the state agency responsible for administering public assistance programs to low-income residents of the Commonwealth. DTA is committed to providing a high level of service to all those in need. The mission of the Department is to assist and empower low-income individuals and families to meet their basic needs, improve their quality of life, and achieve long-term economic self-sufficiency. DTA serves one out of every six people in Massachusetts – including working families, children, elders, and people with disabilities. Our services include food and nutritional assistance, economic assistance, and employment supports.
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