Receptionist

The Massachusetts Commission Against Discrimination (MCAD) is the independent state agency that enforces the Massachusetts anti-discrimination laws by investigating complaints of discrimination in employment, housing, public accommodations, and other aspects of everyday life.  Pursuant to its mission to eradicate discrimination in the Commonwealth, the MCAD also offers remedial and preventative training, and publishes resources online such as model policies, posters, and guides.

The MCAD is seeking a dynamic and committed individual to provide receptionist support. The Receptionist will answer telephones; interact with the public on the telephone, through electronic mail, through the Comprehensive Case Management System (CCMS), and in-person; prepare and mail outgoing correspondence or parcels, including serving complaints on parties; prepare correspondence, forms, and reports for processing, storage, or forwarding; answer inquiries/information calls, schedule intakes, review and enter complaints into CCMS; operate standard office machines and equipment, and perform related work as assigned. The basic purpose of this work is to provide administrative and reception support for the agency.

Please note\: This position is expected to be on-site 5 days a week (Monday to Friday)

Duties and Responsibilities (these are a general summary and not all inclusive)\:

1. Answers the agency’s main switchboard, routes calls and requests for case status to appropriate staff, takes messages, and answers general questions about established agency procedures. Provides routine information concerning agency services according to established procedures, also referred to as “information calls.” Answers inquiries relative to laws, rules, regulations, policies, and procedures governing agency services.
2. Composes, serves, and files correspondence such as complaint service letters, information requests, meeting confirmations, etc. Serves complaints and corresponding letters and documents on parties through CCMS or through other approved means of communication.
3. Greets people at the agency’s main desk. Ensures the reception area is orderly and assists individuals in a timely, professional manner.
4. Provides coverage for and otherwise assists team members with work-related duties when requested.
5. Maintains MCAD approved updated information sheets to hand out or mail to parties
6. Follows front desk protocols, including obtaining supervisor, manager, or security assistance with a party or constituent who requires assistance or de-escalation.
7. Prepares standardized forms such as receipts, etc., according to office procedures.
8. Assists with receiving and distributing incoming mail, memoranda, packages, etc., to appropriate individuals within the assigned unit.
9. Reviews and properly enters complaints into the case management system (CCMS) as assigned.
10. Locates and gathers information from records using CCMSto respond to inquiries or requests by supervisor.
11. Operates standard office machines and equipment requiring brief orientation for use, such as photocopiers, other copying machines, scanners, central console telephone systems, shredders, or similar equipment.
12. Review forms, lists, documents, correspondence and/or complaints for accuracy and completeness.
13. Perform typing functions such as typing forms, routine correspondence, envelopes, labels, index cards, etc.
14. Maintain records according to established procedures to ensure accurate and complete information.
15. Notify appropriate parties, orally and in writing, of information such as meetings and conferences.
16. Compile statistical information to be included in reports of agency activities.
17. Perform typing functions requiring the ability to produce letters and memoranda.
18. All other related duties as assigned.

QUALIFICATION REQUIRED AT HIRE

1. Knowledge of the English language, including spelling, word meaning, and word usage.
2. Knowledge and proficiency in using Microsoft products, including Word, Outlook, and Excel. 
3. Experience in using database programs.  
4. Ability to use virtual meeting platforms such as Zoom or Teams. 
5. Demonstrated ability to work remotely.
6. Ability to understand and apply the laws, rules, policies and procedures governing assigned unit activities.
7. Ability to assemble items of information in accordance with established procedures.
8. Ability to maintain accurate records.
9. Ability to communicate effectively in oral expression.
10. Ability to deal tactfully and respectfully with others.
11. Skill in operating general office machines and equipment such as photocopiers, other copying machines, scanners, file retrieval equipment, central console telephone systems, perforators, folders, electric staplers, shredders, or similar equipment.
12. Ability to explain the laws, rules, policies, and procedures governing assigned unit activities.
13. Ability to give written and oral instructions in a precise, understandable manner.
14. Ability to communicate effectively in verbal and written expression.

The Massachusetts Commission Against Discrimination (MCAD) is the independent state agency that enforces the Massachusetts anti-discrimination laws by investigating complaints of discrimination in employment, housing, public accommodations, and other aspects of everyday life.  Pursuant to its mission to eradicate discrimination in the Commonwealth, the MCAD also offers remedial and preventative training, and publishes resources online such as model policies, posters, and guides.

The MCAD is seeking a dynamic and committed individual to provide receptionist support. The Receptionist will answer telephones; interact with the public on the telephone, through electronic mail, through the Comprehensive Case Management System (CCMS), and in-person; prepare and mail outgoing correspondence or parcels, including serving complaints on parties; prepare correspondence, forms, and reports for processing, storage, or forwarding; answer inquiries/information calls, schedule intakes, review and enter complaints into CCMS; operate standard office machines and equipment, and perform related work as assigned. The basic purpose of this work is to provide administrative and reception support for the agency.

Please note\: This position is expected to be on-site 5 days a week (Monday to Friday)

Duties and Responsibilities (these are a general summary and not all inclusive)\:

1. Answers the agency’s main switchboard, routes calls and requests for case status to appropriate staff, takes messages, and answers general questions about established agency procedures. Provides routine information concerning agency services according to established procedures, also referred to as “information calls.” Answers inquiries relative to laws, rules, regulations, policies, and procedures governing agency services.
2. Composes, serves, and files correspondence such as complaint service letters, information requests, meeting confirmations, etc. Serves complaints and corresponding letters and documents on parties through CCMS or through other approved means of communication.
3. Greets people at the agency’s main desk. Ensures the reception area is orderly and assists individuals in a timely, professional manner.
4. Provides coverage for and otherwise assists team members with work-related duties when requested.
5. Maintains MCAD approved updated information sheets to hand out or mail to parties
6. Follows front desk protocols, including obtaining supervisor, manager, or security assistance with a party or constituent who requires assistance or de-escalation.
7. Prepares standardized forms such as receipts, etc., according to office procedures.
8. Assists with receiving and distributing incoming mail, memoranda, packages, etc., to appropriate individuals within the assigned unit.
9. Reviews and properly enters complaints into the case management system (CCMS) as assigned.
10. Locates and gathers information from records using CCMSto respond to inquiries or requests by supervisor.
11. Operates standard office machines and equipment requiring brief orientation for use, such as photocopiers, other copying machines, scanners, central console telephone systems, shredders, or similar equipment.
12. Review forms, lists, documents, correspondence and/or complaints for accuracy and completeness.
13. Perform typing functions such as typing forms, routine correspondence, envelopes, labels, index cards, etc.
14. Maintain records according to established procedures to ensure accurate and complete information.
15. Notify appropriate parties, orally and in writing, of information such as meetings and conferences.
16. Compile statistical information to be included in reports of agency activities.
17. Perform typing functions requiring the ability to produce letters and memoranda.
18. All other related duties as assigned.

QUALIFICATION REQUIRED AT HIRE

1. Knowledge of the English language, including spelling, word meaning, and word usage.
2. Knowledge and proficiency in using Microsoft products, including Word, Outlook, and Excel. 
3. Experience in using database programs.  
4. Ability to use virtual meeting platforms such as Zoom or Teams. 
5. Demonstrated ability to work remotely.
6. Ability to understand and apply the laws, rules, policies and procedures governing assigned unit activities.
7. Ability to assemble items of information in accordance with established procedures.
8. Ability to maintain accurate records.
9. Ability to communicate effectively in oral expression.
10. Ability to deal tactfully and respectfully with others.
11. Skill in operating general office machines and equipment such as photocopiers, other copying machines, scanners, file retrieval equipment, central console telephone systems, perforators, folders, electric staplers, shredders, or similar equipment.
12. Ability to explain the laws, rules, policies, and procedures governing assigned unit activities.
13. Ability to give written and oral instructions in a precise, understandable manner.
14. Ability to communicate effectively in verbal and written expression.

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

Office Support Specialist I\:

Applicants must have at least (A) two 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 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.

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% of the job requirements.  We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

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

Office Support Specialist I\:

Applicants must have at least (A) two 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 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.

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% of the job requirements.  We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

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