Office Support Specialist I

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 administrative support. The Office Support I will maintain files and records; 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 Investigations Division and 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. Assists parties and constituents with questions about CCMS to assist with filing complaints, MCAD Case Portal registration, and assists parties with basic navigation of the MCAD Case Portal for cases assigned to Preliminary or Formal Investigations.

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. Assists Investigations with re-service of complaints, as assigned.

3. Provides coverage for and otherwise assists team members with work-related duties when requested.

4. Assists Preliminary Investigations by contacting parties to obtain updated email addresses and contact information to ensure accurate service of complaints and other MCAD notices through CCMS.

5. Maintains MCAD approved updated information sheets to hand out or mail to parties

6. Provides reception support to the agency’s receptionist in the Boston office and serves as a primary receptionist when needed.

7. Assists with receiving and distributing incoming mail, memoranda, packages, etc., to appropriate individuals within the assigned unit.

8. Reviews and properly enters complaints into the case management system (CCMS) as assigned.

9. Locates and gathers information from records using CCMS to respond to inquiries or requests by supervisor.

10. May answer the agency’s main switchboard, route calls and requests for case status to appropriate staff, take messages, and answer general questions about established agency procedures. Provides routine information concerning agency services according to established procedures, also referred to as “information calls.” Answer inquiries relative to laws, rules, regulations, policies, and procedures governing agency services.

11. Greets people at the agency’s main desk. Ensures the reception area is orderly and that individuals are assisted promptly and professionally.

12. Follows front desk protocols, including obtaining supervisor, manager, or security assistance with a party or constituent who requires assistance or de-escalation.

13. Contacts parties, representatives, or witnesses, as assigned by the Administrative Supervisor, Director of Preliminary Investigations, or other manager.

14. Prepares standardized forms such as receipts, etc., according to office procedures.

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