Assistant Director - Constituent Services

Overview

Reporting directly to the Director of Constituent Services, the Assistant Director is responsible for supervising the day-to-day work of the Constituent Services unit, including the system for effectively responding to constituent needs, organizing schedules, providing on-going and proactive communication, resolving complaints, etc. The Assistant Director will work closely with the Director to identify and develop strategic opportunities that help sustain and increase the impact of the Commission’s Constituent Services and Information & Referral, Advocacy, Taxi Coupons, Benefits, and Housing programs. 

Responsibilities

• Supervises, organizes, and delegates the unit’s day to day work and schedule, including prioritizing and assigning work.
• Supervises and evaluates unit operations by developing and implementing program goals and objectives while ensuring the delivery of quality service.  
• Assist the Director in developing, implementing, and managing the Commission’s I&R, Benefits. Taxi Coupons and Housing strategies to meet the dynamic and changing needs of Boston’s older adults.
• Assist the Director in establishing standards for tracking benefits enrollment and retention, case reporting, and follow-up. 
• Assists the Director in conducting performance evaluations and ensuring staff follow policies and procedures.
• Responsible for organizing trainings and coaching staff.
• Analyzes data and makes recommendations to support improved operations. 
• Develop methods flagging issues related to operations, customer service, and service delivery. 
• Handles complex cases; resolves and responds to comprehensive issues.
• Serves as liaison between the Commission and City Departments and Community organizations.
• Presents and provides information of Constituent Service programs to aging partners, including federal, state, and local government agencies, community organizations, aging organizations as well as older adults.
• Present and provide information of Constituent Services programs to Boston residents, including older adults and caregivers; coordinate and administer training workshops for program staff.
• Evaluate needs and provide resources, including but not limited to: financial stability, legal issues, mental health issues, health care, etc.
• Assist clients in navigating complex benefits and healthcare systems.  Acts as client advocate in issues related to insurance coverage, financial assistance, and benefit access.  
• As a Certified SHINE Counselor, provide full scope assistance related to Medicare Part A, Part B, and Part D; Medigap insurance, Medicare HMOs, retiree insurance plans, prescription drug programs, Medicaid, and other programs for people with limited resources.
• As a SNAP outreach partner, provide full scope assistance related to completing SNAP applications and recertifications.
• As mandated reporters, collaborate with Protective Services on cases related to abuse, self neglect, financial exploitation, etc.
• Responds to emergency crisis situations related to health and safety. 
• Compiles and maintains all records. Prepares reports and other required documents. 
• Performs related work as required.

Minimum Entrance Qualifications

• Minimum four (4) years of full-time, or equivalent part-time, professional experience in the support of human service programs, including social work, program management, and customer service, of which one year should have been in a team leadership, mentoring, or supervisory capacity.
• A bachelor’s degree in social work or a related field is highly preferred. 
• Certification, training, or formal education in counseling and/or case management, substance abuse, and mental health preferred.
• Alliance of Information and Referral Services (AIRS) Certificate preferred. 
• Serving the Health and Information Needs of Everyone (SHINE) certification is highly preferred.  Must be able to obtain and/or maintain certification within one (1) year of employment.
• Experience with health insurance and government benefits is highly preferred. 
• Experience and comfortability delivering services to a multiracial, multicultural, and multilingual population experiencing complex challenges, including addiction and untreated or under-treated mental health concerns.
• Strong organizational skills. 
• Strong communications and interpersonal skills.
• Strong presentation skills.
• Ability to work collaboratively with others, including staff, constituents, and partners. Ability to work independently; to show flexibility and adapt to changing priorities.
• Ability to exercise good judgment and focus on detail as required by the job.
• Ability to prepare clear, concise, and comprehensiv