Customer Service & Support Jobs in Boston, MA (Now Hiring) — 2,683 open — Page 3

The Department of Transitional Assistance is seeking inclusive leaders for the position of Supplemental Nutrition Assistance Program (SNAP) Supervisor. Our ideal candidate will provide daily supervision of the SNAP unit, ensuring all staff are motivated and empowered, and are administering programs and services efficiently, accurately and effectively with a high level of customer service.

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):

• Set clear expectations and develop techniques to guarantee the unit performs timely and accurate delivery of benefits and services and ensures a high level of customer service is always maintained.

• Utilize systems, tools, data, and observation to assess and document staff’s performance, strengths, and areas for growth.

• Provide ongoing specific, impactful feedback and coaching to provide recognition and encouragement, build upon staff’s strengths and identify areas for growth to maximize staff’s potential to implement goals.

• Provide ongoing support of staff by developing and implementing tools, strategies and training as needed to ensure ongoing professional development.

• Conduct meaningful, professional performance evaluations for all unit staff.

• Effectively communicate Department and office policies, procedures, and initiatives in a way that validates understanding and successful implementation.

• Assist in overseeing and managing service delivery needs in the office including, but not limited to, the waiting room, phone, and in-person queues.

• Complete supervisory administrative responsibilities in an accurate and timely manner.

• Model behaviors expected from staff.

• Provide direct client services, as necessary and appropriate.

Required Qualifications:
 

• Knowledge of the principles, practices and techniques of supervision and performance evaluation.

• Strong written and oral communication skills.

• Ability to maintain accurate records on information provided either orally or in writing and prepare clear, concise, logical narratives.

• Knowledge of referral sources available for providing services to clients.

• Understanding of the social and economic problems of the diverse client population and the 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 governing agency operations and assigned unit activities and the administering of program benefits.

• Ability to gather and assemble items of information in accordance with established procedures through interviewing and observing individuals and by examining records and documents.

• Ability to perform, understand and explain mathematical computations with accuracy as it relates to benefit calculations and data and reports.

• Ability to determine the applicability of client data, to draw conclusions and to make appropriate recommendations.

• Ability to deescalate volatile and heightened situations and interactions.

• Ability to establish and maintain harmonious working relationships.

• Ability to exercise sound judgment, including the exercise of discretion in handling confidential information.

• Ability to assess and prioritize tasks and demonstrate problem solving skills.

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Preferred Qualifications:

• Must be highly self-motivated and possess the ability to manage, motivate and encourage staff.

• Demonstrated knowledge of DTA benefits and services including eligibility requirements.

• Experience with Electronic Document Management (EDM).

• Demonstrated aptitude for and sensitivity in working with clients with barriers and disabilities, and the ability to implement Department policies in an accurate and timely manner.

• Commitment to working with diverse populations.

• Ability to work under adverse working conditions and demonstrate problem solving skills.

• Demonstrated knowledge of data tracking and PC software/applications.

• 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 seven people in Massachusetts – including working families, children, elders, and people with disabilities. Our services include food and nutritional assistance, economic assistance, and employment supports.

Learn more about our services and programs visit: www.mass.gov/dta

Pre-Offer Process:

A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit http://www.mass.gov/hhs/cori

Education, licensure and certifications will be verified in accordance with the Human Resources Division’s Hiring Guidelines.

Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth’s website.

ADA Reasonable Accommodation: If you require a reasonable accommodation with the application/interview process, please contact us at: EOHHS Candidate ADA Requests

For questions, please the contact the Office of Human Resources at 1-800-510-4122 and select option #4.

First consideration will be given to those applicants that apply within the first 14 days.

MINIMUM ENTRANCE REQUIREMENTS:  

REQUIRED WORK EXPERIENCE: 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.   

SUBSTITUTIONS:  

-  A Bachelor's or higher degree may be substituted for two years of the required non-supervisory experience on the basis of two years of education for one year of experience.   

-  One year of education equals 30 semester hours.  Education toward a degree will be prorated on the basis of the proportion of the requirements actually completed.  

-  No substitutions will be permitted for the required supervisory or managerial experience.

LICENSES:   Based on assignment, travel may be required.  Those employees who elect to use a motor vehicle for travel must have a current and valid Massachusetts Motor Vehicle Operator's license or the equivalent from another state. 

Salary placement is determined by a combination of factors, including the candidate’s years of directly related experience and education, and alignment with our internal compensation structure as set forth by the Human Resources Division’s Hiring Guidelines. For all bargaining unit positions (non-management), compensation is subject to the salary provisions outlined in the applicable collective bargaining agreement and will apply to placement within the appropriate salary range.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer.  Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law.  Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100%25 of the job requirements.  We encourage individuals who believe they have the skills necessary to thrive to apply for this role.