EOHLC Operations Coordinator

The EOHLC Operations Coordinator is responsible for overseeing the daily staffing and operations of the EOHLC Reception area, serving as the first point of contact and public face of the organization. This role is responsible for providing a welcoming, professional experience by greeting all visitors and handling incoming calls courteously and promptly, while ensuring the reception desk is staffed daily. The EOHLC Operations Coordinator ensures continuity of reception support services, including logging and distributing mail and deliveries, as well as monitoring and maintaining adequate inventory levels for agency office supplies. They administer and update, as necessary, the EOHLC office-space reservation system known as the Commonwealth Workplace Reservation System. The incumbent serves as a liaison to the Executive Office of Technology Services & Security (EOTSS) MassVoice team for telephone systems, as well as to external vendors supporting EOHLC’s wireless communications. The role further includes developing and maintaining databases of key operations documents, generating routine and ad hoc reports, and performing data quality assurance by analyzing databases, identifying, resolving or escalating issues.

DUTIES AND RESPONSIBILITIES (NOT ALL INCLUSIVE)

1. Administrative: Provides supervision to administrative staff which includes coordinating, scheduling, and assigning work; establishing performance measures, goals, objectives and priorities; evaluating work performance by providing feedback, direction and guidance; and keeping staff informed of new or revised procedures. Oversees the EOHLC reception area and related front-office operations, including ensuring the main telephone line is consistently monitored and answered, directing calls appropriately, stepping in to provide reception coverage when needed, processing incoming and outgoing mail and deliveries, and notifying appropriate staff of deliveries and visitors in a timely and professional manner. 2. On-line Office Space Reservation System: Administers and updates as necessary the EOHLC office-space reservation system known as the Commonwealth Workplace Reservation System, which allows staff to reserve workspaces and collaboration rooms when working at EOHLC’s Central Boston office. Generates reports to track utilization. 3. Operations Intranet: Maintains and updates the Operations section of EOHLC’s intranet web site to ensure current and relevant information is accessible to staff. Anticipates operational needs that can be addressed through intranet content. 4. Building Management and Security: Functions as one of the primary contacts with building management and security staff. Works with the building security staff with onboarding/offboarding staff access when needed. Ensures the protection of confidential information. Assists the Administrative Officer with the administration of the Building’s Visitor Registration system for those visiting EOHLC’s Central Office in Boston. 5. Telecommunications: Collaborates with EOTSS MassVoice and external vendors to support EOHLC’s telecommunications systems, including telephone and wireless services. Coordinates moves, adds, and changes using ServiceNow and other systems. Troubleshoots telephone, and wireless telecommunications issues. 6. Internal Agency Operations: Maintains and updates agency supply inventory, coordinates agency mailroom/copy center needs. Ensures that mail is sorted and delivered timely to ensure continuity of internal support services. 7. Equipment: Assists agency staff with audio/visual equipment. Troubleshoots printer issues that arise. 8. Building Maintenance & Operations Requests: Serves as back-up support for General Service Requests (work orders/tickets). Coordinates with building management to submit and track requests for services including janitorial, pest control, electrical, HVAC, plumbing, restroom maintenance, and physical repairs within EOHLC-occupied spaces. Assists the Director of Operational Services and the Administrative Officer serving as a liaison with external partners, including EOTSS, OSD/OVM, and DCAMM. As needed, works with DCAMM on space-related needs as they arise, and ID badge requests. 10. Safety: Assists the Director of Operational Services as an EOHLC Safety Point of Contact (POC). Assists the Director of Operational Services in updating safety plans, the Emergency Evacuation Plan in accordance with HRD and DCAMM guidelines and building emergency evacuation guidelines. Assists with updating the Continuity of Operations & Continuation of Government (COOP/COG), which support the continuous performance of the agency’s essential functions during an emergency. 11. Other Sample Duties: Assists with records management and maintenance. Assists with vehicles requests and driver eligibility. Assists with Operational Services Procedures. Periodically evaluates the effectiveness of the Operations databases and ticketing systems to ensure that the proper information is being captured and stored and that the data is readily available when requested.

QUALIFICATIONS

Minimum entrance requirements: four years of full-time, or equivalent part-time, professional, administrative or managerial experience in business administration, business management or public administration involving program management, program administration, program coordination, program planning and/or program analysis, and at least one year in a supervisory capacity. Substitutions: A Bachelor’s degree with a major in business administration, business management or public administration may be substituted for a maximum of two years of the required experience. A Graduate degree with a major in business administration, business management or public administration may be substituted for a maximum of three years of the required experience. A Bachelor’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. Preferred qualifications: At least intermediate proficiency using Adobe Acrobat, and Microsoft Office 365 including Word, Excel, PowerPoint, Outlook, SharePoint, Teams and other Microsoft Office suite products with the ability to quickly learn new systems. Experience supervising staff and projects. Excellent organizational skills. Previous state experience, knowledge of state managed systems & resources. Proactive and committed to working with employees and visitors to provide a high level of timely, courteous, and professional assistance. Willingness to learn and to adjust to varying or changing situations to meet emergency situations or changing requirements. Basic knowledge of printer and scanner user interfaces, hardware configurations, and vendor troubleshooting platforms. Basic knowledge of facility or building management portals and standard procedures. Ability to understand, apply and explain pertinent laws, rules, regulations, policies and programs. Ability to exercise sound judgment and maintain confidentiality when handling sensitive information and materials. Ability to lift 25 – 30 pounds of equipment, office supplies and other items. Ability to manage multiple competing priorities effectively and adapt quickly to changing operational needs and assignments. Occasional travel to EOHLC Field Office locations may be required. Employees who elect to use a motor vehicle for travel must have a current and valid Massachusetts Class D Motor Vehicle Operator's license or the equivalent from another state.

BENEFITS

Salary placement is determined by years of experience and education directly related to the position. Salary for this role ranges from $78,834.86 to $115,284.78 yearly. Education, licensure and certifications will be verified in accordance with standard hiring guidelines. Information provided by the selected candidate(s) is subject to public records law and may be published on the Commonwealth’s website. Hybrid work model combining in-office and work-from-home days may be required. The Commonwealth offers a comprehensive suite of employee benefits supporting you, your loved ones, and your future.

EEO STATEMENT

An Equal Opportunity / Affemative 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. #J-18808-Ljbffr Commonwealth of Massachusetts