Disability Rights Information Specialist

Description - External Functional Title: Disability Rights Information Specialist Pay Title: Program Coordinator I (NAGE BU6) Agency: Massachusetts Office on Disability (MOD) Annual Salary: $65,578.50 - $94,378.44* Hours: Full-time – 37.5 hours Schedule: Hybrid - office 2 days and remote 3 days per week Location: One Ashburton Place, Boston Note: First review of applications will occur on 6/15/26. Under Massachusetts’ new wage transparency law, all job postings must include the full salary range Salary placement is determined by a combination of factors, including the candidate’s years of directly related experience and education, and alignment with our internal compensation structure as set forth by the Human Resources Division’s Hiring Guidelines. For all bargaining unit positions (non-management), compensation is subject to the salary provisions outlined in the applicable collective bargaining agreement and will apply to placement within the appropriate salary range. What is the Massachusetts Office on Disability? The Massachusetts Office on Disability (MOD) is a small state agency that provides information, guidance, and training on disability-related civil rights and architectural access. The Disability Rights Unit (DRU) is a small team within MOD that responds to inquiries from the public about disability rights and obligations. We help people understand disability rights and obligations, how regulations apply to the specifics of their situation, and practical steps they can take to assert rights and comply with the law. Job Overview The Disability Rights Information Specialist will work withinDRU primarilyansweringa high volume ofinquiries from the public. Inquiries may cover matters related to reasonable accommodationin housing, employment, and other situations; equal accessandbarrier removal;how to comply with disability rights laws;and more. These are typically handled over the phone in 1-2 conversations, with email follow-ups. Job duties and responsibilities 1) Respond to disability rights inquiries that may come frompeople with disabilities,employers, landlords, advocates, business owners, ADA Coordinators, and local government officials, etc. a) Gather facts about the caller’s situation, including evaluating and analyzing information they provide;assistthecallerin identifyingwhat type of issue they have (e.g. disability rights, tenant rights, consumer rights, customer service, looking for services);and help the caller define their goals and priorities. b) Use plain language to explain what disability rights laws say and how they apply to the specifics of the situation. c) Perform research, as needed. This might be legal research into official guidance, wording of the law, or case law, or research to clarify information about the caller’s situation, or to point them in a sensible direction. d) Guide callers on productive options for addressing their issue(s), including what they are legally required to do; identify best practices and practical approaches; point callers to organizations that provide the assistance they need; highlight key considerations in choosing how to proceed; and set realistic expectations. e) Assist callers in wording a reasonable accommodation request, verbally or in writing, as appropriate. 2) Communicate and maintain clear boundariesand neutrality.MOD is not an enforcement agency,andwe do not investigatecomplaints or report complaints elsewhere. MOD cannot intervene in disputes, advocate on behalf of callers,or provide ongoing support. We give legal informationand guidance; we do not give legal advice or provide representation. 3) Maintain accurate records, provide information for reports and follow policies, including public records, protection of private information, and record retention. 4) Identify systemic issues and disability rights questions that MOD could address. 5) Undertake individual or team projects, such as: a) Writing/reviewing new guidance and training materials for the public. b) Participating in outreach activities and events. c) Writing or updating internal reference materials. What we are looking for Essential requirements: * Ability to gather information by speaking with people, examining records, and reviewing documents. * Strong critical analysis skills and experience. Proven problem- solving skills and experience, such as resolving demanding customer service issues and complaints. * Demonstrated ability to communicate complex and nuanced information both orally and in writing, using digestible language, and adjusting your communication depending on the individual’s needs * Resilience for handling difficult conversations. Ability to think on your feet and direct a conversation productively and respectfully. * Strong research skills to find and evaluate the information needed to understand a caller’s situation. * Reliability and cautious independence. Excellent judgement for when to consult or ask questions to ensure that inappropriate guidance is not given out. * Intellectual curiosity and ability to quickly learn a lot of new information. * Ability to establish and maintain effective working relationships, especially as part of a small team. * Knowledge and proficiency using computers, particularlyMicrosoft Word, Outlook, PowerPoint and Excel; virtual platforms such as Zoom/Microsoft Teams;and information data management systems. * Skill writing concisely using plain language. * Ability to travel within Massachusetts for events (possibly 1-2 days per year). Valued Experience/Skills: · Ability to put yourself in the shoes of people on both sides of a situation and imagine their experience and concerns. · Ability to maintain neutrality and to diplomatically give someone the benefit of a different perspective. You are accurate and wary of misinterpretations and assumptions. · Knowledge of disability rights laws, including complaint and enforcement procedures. · Fluency in ASL and/or other languages commonly spoken in Massachusetts. How to apply To be considered for interview, your application must include all of the following: 1. A cover letter addressed to the Disability Rights Unit, explaining your interest in the position and why you are well suited for it 2. A resume detailing how your experience meets the essential requirements of the job and any valued experience/skills. 3. Your responses to our example scenario exercise. Please download the file and attach your edited version with your responses. Do not request edit access. Interview Process There will be 2 rounds of interviews. 1. A virtual interview with a few members of MOD’s team 2. A second-round interview, which may be in person so that applicants can complete a case scenario in the office to judge your analysis and problem-solving skills. Benefits Employee benefits include health insurance (75% employer paid), 10 vacation days (for new hires), 3 personal days, 12 holidays, and a generous pension plan with the ability to invest in a deferred compensation program Diversity and Reasonable Accommodations The Commonwealth is an Equal Opportunity and Affirmative Action employer. We encourage minorities, veterans, and people with disabilities to apply. If you need a reasonable accommodation to participate in the application process, please contact Meighan McCrea,View email address on click.appcast.io, View phone number on click.appcast.io. (Please do not contact Meighan with general questions about the position.) Multilingual candidates are encouraged to apply. *Executive Order *No. 627: Instituting Skills-Based Hiring Practices | Mass.gov* An executive order instituting skills-based hiring practices for the state’s workforce. Through this Executive Order, for the vast majority of job postings, the administration will focus primarily on applicants’ skills, knowledge, and abilities rather than educational credentials. 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. MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) two years of full-time, or equivalent part-time, professional, administrative or managerial experience in business administration, business management or public administration the major duties of which involved program management, program administration, program coordination, program planning and/or program analysis, or (B) any equivalent combination of the required experience and the substitutions below. Substitutions: I. A Bachelor's or higher degree with a major in business administration, business management or public administration may be substituted for the required experience.* II. 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. 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. Job: * Administrative Services Organization: * Massachusetts Office On Disability Title: Disability Rights Information Specialist Location: Massachusetts-Boston-1 Ashburton Place Requisition ID: 2600042E