Ombuds Specialist

The Department of Transitional Assistance is seeking qualified applicants for the position of Ombuds Specialist. Our ideal candidate will provide a high level of customer service relations, including complaint management and resolution, as well as conduct reviews to determine if eligibility rules and calculations were correctly applied.

The responsibility of Ombuds Unit is to ensure strong customer service relationship between the United States Department of Agriculture (USDA), Governor’s office, elected officials, Executive Office of Health and Human Services (EOHHS), state agencies, key stakeholders, municipalities and towns, local office staff, vendors, advocates, recipients and the general public. The Ombuds Unit assists in ensuring that our customers have access to services in an accurate, timely, and respectful manner.

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):

• Field and resolve requests from a variety of sources, including the United States Department of Agriculture (USDA), Governor’s office, elected officials, Executive Office of Health and Human Services (EOHHS), state agencies, key stakeholders, municipalities and towns, local office staff, vendors, advocates, recipients, and the public.
• Create and maintain professional relationships with external partners and key stakeholders.
• Ensure that clients receive services in an accurate, timely and respectful manner.
• Conduct interactive interviews utilizing the agency’s PC based eligibility system.
• Develop and maintain an integrated approach to customer relations including complaint management and program development that effectively focuses on continuous service improvement.
• Track and monitor data that will allow systemic improvements toward eliminating program barriers.
• Prepare and deliver explanations of eligibility decisions.
• Complete administrative responsibilities in an accurate and timely manner.
• Evaluate and monitor client cases to ensure compliance with applicable rules, regulations, and guidelines.
• Report all Domestic Violence issues to the appropriate Domestic Violence specialist immediately.
• Ensure all clients are made aware of ADA services.
• Provide direct client services, as necessary and appropriate.

Required Qualifications:

• Knowledge of the methods used in the preparation of charts, graphs and tables.
• Knowledge of the methods of general report writing.
• Ability to understand, explain and apply the laws, rules, regulations, policies procedures, etc. governing assigned unit activities.
• Ability to analyze and determine the applicability of data, to draw conclusions and make appropriate recommendations.
• Ability to gather information by examining records and documents and by questioning individuals.
• Ability to assemble items of information in accordance with established procedures.
• Ability to prepare and use charts, graphs and tables.
• Ability to prepare general reports.
• Ability to write concisely, to express thoughts clearly and to develop ideas in logical sequence.
• Ability to give written and oral instructions in a precise, understandable manner.
• Ability to communicate effectively in oral expression.
• Ability to deal tactfully and establish rapport with others.
• Ability to exercise discretion in handling confidential information.

Preferred Qualifications:

• Must be highly self-motivated.
• Proven ability to communicate effectively orally and in writing.
• Ability to assess and prioritize tasks, as well as plan and organize work assignments simultaneously.
• Demonstrated knowledge of all DTA benefits and services including eligibility requirements.
• Experience with Electronic Document Management (EDM) and smart coversheets.
• Demonstrates aptitude for and sensitivity in working with clients with barriers and disabilities, and the ability to implement Department policies accurately and in a timely manner.
• Demonstrates knowledge of data tracking and PC software/applications.
• Demonstrated commitment to support diverse populations.
• Ability to demonstrate problem-solving skills.
• Ability to work in a stressful, fast-paced environment.
• Given the population served, bilingual or multilingual fluency.

TO APPLY:

Please upload both Resume and Cover Letter. First consideration will be given to those applicants who apply within the first 14 days.

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

The Department of Transitional Assistance is seeking qualified applicants for the position of Ombuds Specialist. Our ideal candidate will provide a high level of customer service relations, including complaint management and resolution, as well as conduct reviews to determine if eligibility rules and calculations were correctly applied.

The responsibility of Ombuds Unit is to ensure strong customer service relationship between the United States Department of Agriculture (USDA), Governor’s office, elected officials, Executive Office of Health and Human Services (EOHHS), state agencies, key stakeholders, municipalities and towns, local office staff, vendors, advocates, recipients and the general public. The Ombuds Unit assists in ensuring that our customers have access to services in an accurate, timely, and respectful manner.

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):

• Field and resolve requests from a variety of sources, including the United States Department of Agriculture (USDA), Governor’s office, elected officials, Executive Office of Health and Human Services (EOHHS), state agencies, key stakeholders, municipalities and towns, local office staff, vendors, advocates, recipients, and the public.
• Create and maintain professional relationships with external partners and key stakeholders.
• Ensure that clients receive services in an accurate, timely and respectful manner.