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State of Massachusetts Office Support Specialist II in Boston, Massachusetts

Who we are Massachusetts' first-ever digitally native service, Paid Family & Medical Leave, is now available. As we strive to help constituents manage their health and care for their families, we want to be sure that benefits are easy to access by setting a new, higher bar for interacting with the state online. We’re rethinking and transforming how government services normally operate, using best-in-class technologies and techniques to create an experience that feels more like a consumer app than what people usually expect from government. Our mission is to implement and run a program that provides income support to Massachusetts workers and their families during significant life events while serving as a partner to employers to deliver program integrity. Our administrative office is based in Boston, MA, and we have a fully remote 200-person contact center with a hub in Lawrence, MA. What you'd do: * This position functions as the administrative manager, provides administrative support to the Appeals Manager and Review Examiners, and is responsible for supervising the flow of work as well as providing direct supervision to the Office Support Specialist I and other lower level clerical staff. 1. Answers telephone inquiries of a routine or complex nature from various parties including claimants, employers, employer agents and attorneys and provides accurate information regarding all aspects of the appeals process. Explains statutory and regulatory requirements and policies regarding the filing and processing of an appeal to inform parties of their rights and responsibilities in the appeals process. 2. Reviews all incoming appeals material to ensure completeness and accuracy. Ensures that all data entry properly reflects the identification of parties and issues to ensure the proper identification of statutory findings and the accurate delivery of all notices and forms. Adds or corrects existing data entry to ensure that due process requirements are met. 3. Receives and researches all incoming correspondence from internal and external parties and initiates proper action and follow-up to ensure the accurate and prompt resolution of requests. 4. Schedules hearings for Review Examiners in a timely and accurate manner to enable the department to meet established timeliness requirements. Notifies internal and external parties of schedules and schedules changes in a timely manner. Responds to special scheduling requests. Determines appropriate parties to be notified and selects appropriate location of hearing. 5. Maintains hearing case files in an orderly fashion to safeguard the confidentiality of case contents and ensures case availability at all times during the appeals process. 6. Identifies interpreter needs and completes interpreter request forms to ensure the department's ability to provide due process to non-English-speaking claimants. 7. Recognizes and records special needs for Americans with Disabilities Act (ADA) qualified individuals to ensure their ability to effectively participate in a hearing. Coordinates and implements means to address these special needs after consultation with a supervisor. 8. Monitors and records trends in the volume and consistency of appeals to enable the department to effectively react to workload changes. 9. Does fact-finding with parties to attain all necessary information regarding scheduling changes, accommodations, and related matters. Develops methods, procedures, and documents to substantiate and record such activities. 10. Supervises lower level clerks assigned to filing, purging, reception-duties, and word processing functions by assigning tasks to accomplish activities in an efficient and timely fashion. 11. Responds to all requests for postponements by determining the appropriateness of the requests under department policy and state regulations. Conducts and documents fact¬ finding to support the decision. Ensures notification of all parties. Coordinates the re¬scheduling of the hearing with all parties. 12. Researches all responses to Notice of Dismissal and determines through case analysis and documented fact-finding if the appeal should be reinstated. Reinstates those determined to be valid. Determines appeals to be dismissed and submits to supervisor for review. 13. Exercises discretion and good judgment in dealing with parties and resolving problems. Safeguards the confidentiality of cases under appeal. 14. Perform all job duties in a manner to enhance the agency’s achievement of its customer service and operational goals. *Preferred Qualifications: * * Fluency in a non-English language – Spanish or Portuguese *Selected candidates will be expected to report to our Boston office on their first day; positions will remain remote until further notice. Why should you join DFML? * * The idea of working for a “government startup” excites you * You want to work for a place that values your contributions and ideas, moves quickly in implementing solutions, and at the same time, allows you the flexibility to have a great balance between your personal and professional life * You will work with a dedicated team who are fueled by our mission of helping the people of the Commonwealth of MA smoothly navigate our program during the big moments in their lives, and will value you as both a coworker and as a person * We have an office in downtown Boston, and while currently remote, plan to offer a hybrid work environment once we are able to safely return to the office *Total Compensation: As an employee of the Commonwealth of Massachusetts you are offered a great career opportunity influencing a wide-spectrum of services to the diverse populations we serve - but it's more than a paycheck. The State's total compensation package features an outstanding set of employee benefits which you should consider towards your overall compensation, including: * 75% state paid medical insurance premium * Reasonable Dental and Vision Plans * Flexible Spending Account and Dependent Care Assistance program * Low cost basic and optional life insurance * Retirement Savings: State Employees' Pension and a Deferred Compensation 457(b) plan * 12 paid holidays per year and competitive Sick, Vacation and Personal Time * Tuition Benefit for employee and spouse at state colleges and universities * Short-Term Disability and Extended Illness program participation options * Incentive-based Wellness Programs * Professional Development and Continuing Education opportunities * Qualified Employer for Public Service Student Loan Forgiveness Program First consideration will be given to those applicants that apply within the first 14 days. Applicants must have at least (A) three years of full-time, or equivalent part-time, experience in administrative work experience or (B) any equivalent combination of the required experience and the substitutions below: Substitutions: I. An Associate’s or higher degree with a major in business administration, business management or public administration may be substituted for a maximum of two years of the required experience. II. An Associate’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 experience. Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed. Educational substitutions will only be permitted for a maximum of two years of the required experience.An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. Job: Administrative Services* *Organization: Department of Workforce Development *Title: *Office Support Specialist II Location: Massachusetts-Boston-19 Staniford Street Requisition ID: 210009R3