Client Assistance Coordinator, North Shore

The Department of Transitional Assistance (DTA) is seeking compassionate leaders for the position of Client Assistance Coordinator/SNAP Supervisor. Our ideal candidate will provide exceptional customer service to all DTA clients, while providing clients with disabilities equal access to Department benefits and services. The Client Assistance Coordinator is a supervisor role. While CAC duties are primary, the individual will have SNAP Supervisor duties as well.

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):

• Meet with referred and otherwise identified clients to conduct an inquiry into the possible existence of a disability. 
• Review evidence of disability to determine whether ADA standards/definitions are met and special assistance should be requested.
• Explore potential barriers, solutions and options for assistance with clients.
• Upon client request, assist in efforts to obtain accommodations, exemptions, good cause or other help when appropriate.
• Work with case managers, other Department staff, and external partners, to assist clients with disabilities in learning about and accessing appropriate programs and services.  
• Review accommodation requests and participate in approval/denial process.
• Serve as fixed member of Transitional Assistance Office (TAO) Accommodation Team and attend Department mandated trainings and meetings.
• Monitor, track and oversee TAO accommodations using Department mandated software and applications.
• Ensure correct and consistent implementation of accommodations in assigned TAO.
• Meet semi-annually with Director of Disability Access to develop best practices for implementing accommodations.
• Develop and support relationships with external partners, including agencies within EOHHS.
• Supervise overall performance of the Transitional Assistance unit as assigned.
• Direct workers in the performance of all tasks related to case maintenance and case management to accomplish goals and agency mission.
• Monitor transitional assistance activities for client population to ensure compliance with applicable rules and regulations in the delivery of all services required to assist individuals and families transition to work.

Required Qualifications:

• Knowledge of the principles, practices, and techniques of supervision and the ability to supervise.
• Knowledge of the methods and techniques of performance evaluation.
• Knowledge 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 State and Federal laws, rules, regulations, policies, procedures, specifications, standards, and guidelines governing agency operations, assigned unit activities, and eligibility for financial assistance.
• Ability to gather and assemble items of information in accordance with established procedures.
• Ability to acquire information on local labor market conditions and trends for a variety of occupations.
• Advanced knowledge and skill in the use of the principles and methods of employment counseling and employment placement.
• Ability to maintain accurate records and communicate effectively both orally and in writing.
• Ability to determine the applicability of client data, to draw conclusions, and make appropriate recommendations.
• Ability to deal tactfully and establish and maintain harmonious working relationships.
• Ability to exercise sound judgment, and exercise discretion in handling confidential information.
• Ability to assess and prioritize tasks and demonstrate problem-solving skills.
• Familiarity of the ADA accommodation process.

Preferred Qualifications:

• Dual proficiency in English and other languages, including American Sign Language (ASL), Spanish, Portuguese (Brazilian), Chinese (Cantonese), Vietnamese or Haitian Creole is desirable.
• Demonstrated knowledge of DTA benefits and services, including eligibility requirements.
• Demonstrated aptitude for and sensitivity in working with clients with disabilities, and the ability to implement Department policies accurately and in a timely manner.
• Demonstrated knowledge of data tracking and PC software/applications.
• Commitment to working with diverse populations.
• Proficient PC based systems and applications skills.
• Ability to work under adverse working conditions.

About The Department of Transitional Assistance:
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.