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DPC Employment Opportunities

The Disability Policy Consortium is hiring! If you'd like to become apart of this great organization and make a change and difference in the community, please send us your resume!

The Project Director is responsible for the overall administration, management and operation of the Ombudsman Program as contracted for by the State of Massachusetts in accordance with the Contract's purpose and requirements in a manner that optimizes results and relation to the resources provided.

The Project Director operates under the general direction of DPC's Executive Director (ED) and in accordance with contractual requirements.

 

Job Duties:

  1. General Administration
    • Has chief administrative responsibility for the personnel and facilities operation and management of the Ombudsman program
    • Develops, refines and supervises operational structures, policies and practices
    • Carries the chief staff responsibility to ensure that the legal and contractual obligations are met
    • Providing guidance and direction to subordinates, including setting performance standards and monitoring performance
    • Scheduling events, programs, and activities, as well as the work of others
    • Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.
  1. Ombudsman Program
    • Maintains appropriate relationships with program entities including, but not limited to, MassHealth; MassHealth Health Plans; Providers; the Implementation Council; and relevant community businesses and organizations
    • Directs and oversees the works of all Ombudsman personnel
    • Provides Ombudsman services as outlined in the Ombudsman position description as necessary
    • Assures compliance with MassHealth Health Plan Ombudsman Contractual requirements
  1. Personnel
    • Provides overall control and direction for the personnel function of the Program including active participation in, approval of, personnel actions
    • Is responsible for recruitment and selection of staff, staff development, staff structure, accuracy and completeness of job descriptions and personnel files, staff evaluations, and. separation
    • Personally supervises, directs and evaluates the performance of all Program personnel
  1. Fiscal Management
    • Is accountable for the management of these resources as they are outlined and approved in the contract with EOHHS
    • Manages the financial operation and reporting of the Program through supervision of the DPC Executive Director

 

Qualifications: 

Demonstrated Competencies in the following:

  1. Knowledge Management and Learning
    • Shares knowledge and experience
    • Focuses on tasks/activities which have a strategic impact on program and capacity development activities
    • Promotes a supportive environment to enhance partnerships, leverages resources and build support for and initiatives
    • Collaborates with public and private state and local partners to create and apply knowledge and concepts that will help partners achieve objectives
    • Actively works towards continuing personal learning, acts on learning plan and applies newly acquired skills
  1. Job Knowledge/Technical Expertise I In-depth knowledge of the Subject-matter
    • Knowledge of Medicare, Medicaid and MassHealth programs, structures, guidelines, requirements and rights
    • Understands more advanced aspects of primary area of specialization as well as the fundamental concepts of related disciplines
    • Serves as internal consultant in the area of expertise and shares knowledge with staff
    • Continues to seek new and improved methods and systems for accomplishing the work of the Ombudsman program
    • Keeps abreast of new developments in area of professional discipline and job knowledge and seeks to develop him/herself professionally
    • Demonstrates comprehensive knowledge of information technology and applies it in work assignments
  1. Development and Operational Effectiveness
    • Ability to perform a variety of specialized tasks including support to design, planning and implementation of program, managing data, and reporting
    • Ability to engage with various partners and stakeholders at different levels, to establish and maintain contacts with stakeholder representative and groups
    • Ability to communicate effectively, both orally and in writing, is required to obtain, evaluate and interpret factual data and to prepare accurate and complete reports and other documents
    • Capacity to implement the strategic vision and programmatic goals as spelled out in the EOHHS Contract
    • Proven performance in organizing and coordinating major initiatives, events or challenging organizational activities
  • Adapts flexibly to changing situations, overcomes obstacles and recovers quickly from set­ backs
  1. Leadership and Self-Management
    • Focuses on measurable results and responds positively to feedback
    • Ability to achieve results and meet deadlines in an effective manner, maintaining a high quality standard throughout
    • Consistently approaches work with energy and a positive, constructive attitude
    • Tolerates conditions of stress, uncertainty or ambiguity and continues to maintain a positive outlook and to work productively
    • Demonstrated ability to manage a team and to foster team spirit and synergy

 

PROFESSIONAL REQUIREMENTS

Education:

Master's Degree or equivalent in public administration, economics, law, disability or health related field.

Experience:

  • At least 5 years of progressive working experience in the design, management and implementation of projects and/or working in a relevant position to this post
  • Extensive experience in managing a multidisciplinary team
  • Experience in the usage of computers and office software packages (MS Word, Excel, etc) and advance knowledge of spreadsheet and database packages, experience in handling of web based management systems.

Upon hire, the successful candidate must be cleared through the state's Criminal Offender Record Information (CORI) service




The Ombudsman Operations Manager oversees the daily operations and provides ombudsman services as required. Ombudsman responsibilities include facilitating communications, investigating and seeking remedies for, and providing information and assistance as necessary regarding concerns and issues raised by  enrollees (or their legal representatives) and other interested individuals. This also includes categorizing and documenting these issues and concerns in a secured database system and submitting required reports as necessary. 

The Ombudsman Operations Manager (OOM) operates in a manner to preserve the privacy and confidentiality of those seeking services and maintains an independent, neutral/impartial position with respect to the concerns raised. The OOM supervises the work and activities of the Ombudsmen, Community Liaisons and ASL Interpreter. The OOM operates under the general direction of the Project Director and in accordance with contractual requirements.      
 

Job Duties:

  1. General Duties
    • Oversees day-to-day operations including, but not limited to:
      • Ombudsman services
      • Supervising the work and activities of ombudsmen personnel
      • Outreach and marketing activities
      • Reporting and documentation requirements
    • Keeps the Project Director informed regarding the overall status  operations and activities and  clientele
  2. Ombudsman Duties
    • Provides information and referral to clientele regarding MassHealth Health Plan programs and Ombudsman services and related concerns or issues
    • Researches (as necessary) and provides information to inquiry requests
    • Listens and understands issues while remaining neutral with respect to the facts attempting to understand the issue from the perspective of the individual
    • Assists in reframing issues and helps clientele focus attention on and evaluate potential options. Helps individuals to understand the interests of various parties related to their issue(s)
    • Guides and coaches individuals as required to work directly MassHealth Health Plans and other parties, including the use of, and/or referral to, informal and formal resolution resources
    • When asked, supports individuals with other parties, including the use of, and/or referral to, informal resolution resources
    • Facilitates mediation and resolution processes, including resolving issues between parties through various types of informal mediation
    • When asked, supports clientele throughout the various MassHealth Health Plan program's grievance and appeals processes
    • Obtains consent from the complainant before:
      • Proceeding with the investigation
      • b Releasing the identity of the complainant
    • Informs potential and current Ombudsman clientele as to how to obtain services from MassHealth, MassHealth Health Plan programs, and from the Ombudsman Office
    • Serves as a formal liaison between the Ombudsman program and Interested Parties, enrollees, MassHealth Health Plans, providers and stakeholders
    • Requests information and assistance from MassHealth Health Plans and MassHealth as necessary in the discharge of its responsibilities
    • Enters data into, and accesses information from, the Case Management and Health Plan databases in accordance with the security and confidentiality policies and requirements established by and contractual obligations
    • Identifies new issues and opportunities for systemic change in the State's MassHealth Health Plan program. Provides unfiltered information in order to produce insight to issues and resolutions. Serves as one source for detection and early warning of new issues. Suggests systemic changes to improve MassHealth Health Plan program services and service delivery
    • Provide the Outreach Manager with stories of clientele that can be helpful to the MassHealth Health Plan program and outreach and marketing campaigns
    • Complies with MassHealth Health Plan Ombudsman Contractual Requirements
    • Maintains the work-related schedules of the Community Liaisons, Ombudsman personnel, and ASL Interpreter and grant related events, meetings, interviews, and other similar activities.
    • Conducts biannual personnel evaluations of Community Liaisons, Ombudsman personnel, and ASL Interpreter
    • Other duties as assigned
  3. Protected Information Security
    • Ensures that paper copies of personally identifying information (PU) or other sensitive information are only kept in locked filing cabinets and/or offices identified by DPC and third-parties are not allowed access to physical or electronic data or records
    • Ensures that electronic versions of personal information are only stored on servers that are reasonably password protected
    • Ensures and maintains the privacy and confidentiality of information and records. Is responsible for maintaining the privacy, integrity and storage of personally identifying information, including the accurate and timely reporting of any actual or potential security or PII breaches as contractually required
    • At the direction of the Project Director and accordance with State and  policies and procedures provides the Executive Office of Health and Human Services (EOHHS) with access to  program data
    • Complies with all applicable laws, regulations and contractual provisions and abides by the procedures and requirements to maintain privacy and confidentiality as outlined in the EOHHS Contract
  4. General Program Support
    • Assist in the development of internal documentation and reporting forms; and informational, training and marketing materials
    • For all electronic database systems: 1) Ensures the timely and accurate input of data by  personnel, and 2) Ensures each database accurately reflects the contractual, operational and reporting data metric requirements related to, and necessary for, recording and documenting the provision of ombudsman services and financial activities
    • Make recommendations to the Project Director as necessary to update and ensure the security of, and access to, electronic information and messaging systems including but not limited to Case Management and Health Plan databases, website, and public communications
    • Documents required grant activities and prepares and submits all required reporting paperwork
    • Ensures the professional quality, technical accuracy, and timely completion and delivery of duties and responsibilities of their position

 

Qualifications:

Demonstrated Competencies in the following: 

  • Strong interpersonal communication skills, including an ability to listen objectively but with empathy to diverse populations including people of varying cultural backgrounds, levels of education and abilities
  • Experience using computers and ability to navigate the internet
  • Excellent problem solving, conflict resolution, mediation and negotiation skills
  • Proactive referral of issues and concerns to management
  • Supervisory experience
  • Mediation and negotiation skills
  • Ability to work effectively in a team environment
  • Ability to multitask and work independently
  • Demonstrated ability to remain calm in a crisis, nonjudgmental and maintain confidentiality
  • Demonstrated ability to convey complex information in a simple, clear, and understandable manner
  • Demonstrated excellent written and oral communication skills
  • Demonstrated organizational skills
  • Conducts themselves in a professional manner at all times. Answers and fields telephone calls. Responds to and fields emails. Provides information within protocol parameters to the general public, clientele, grant representatives and subcontractors, and others as directed by answering questions and responding to informational requests in an appropriate, accurate and timely manner

 

PROFESSIONAL REQUIREMENTS:

Education:
A Bachelor's degree or equivalent in social science, conflict resolution or related field including human resources, social services, psychology or counseling. Relevant professional experience or academic work: may be substituted for a Bachelor's degree.   

Experience:
At least one year customer service

  • At least three years of experience working in a customer service, health care setting or related field with supervisory experience is preferred.
  • Prior knowledge of ombudsman programs, disability civil rights policy, and the health care environment in Massachusetts is a plus, but not required
  • Experience with customer or client services preferred
  • Prior experience with state or federal health care programs for people with disabilities preferred
  • Ability to work effectively with diverse populations, with a strong preference for someone with a lived experience or extensive cultural knowledge of disabilities
  • Preferred experience working with MassHealth programs and services
  • Ability to properly maintain proprietary and confidential information 

Upon hire, the successful candidate must be cleared through the state's Criminal Offender Record Information (CORI) service.

 

 

 

The Ombudsman serves as a complaint response and investigatory interface for people contacting the Ombudsman Office by phone, email or in person. This position provides ombudsman services, facilitates communications, investigates and seek remedies for,· and provides information and assistance as necessary regarding concerns and issues raised by MassHealth Health Plan enrollees and other interested individuals. The Ombudsman 1-Lead then categorizes and documents these issues and concerns in a secured database system and submits required reports as necessary. The Ombudsman operates in a manner to preserve the privacy and confidentiality of those seeking services and maintains an independent, neutral/impartial position with respect to the concerns raised. 

The Ombudsman is part of a team that will be trained in the Independent Living Philosophy; Eligibility and enrollment process for all MassHealth Health Plans; Each Health Plan's services and benefits, rights and responsibilities, each Health Plan's resolution and appeals processes; and other informational resources. The Ombudsman will also have access to the “Health Plan" database to facilitate accurate and timely delivery of program specific information. 

The Ombudsman is also responsible for supporting and assisting other ombudsmen should the OOM or Project Director be unavailable. The Ombudsman operates under the general direction of the Ombudsman Operations Manager and in accordance with contractual requirements.

 

Job Duties:

  1. General Duties
    • Provides information and referral to contacts regarding MassHealth, MassHealth Health Plan programs,  program services and related concerns or issues
    • Researches (as necessary) and provides information to inquiry requests
    • Listens and understands issues while remaining neutral with respect to the facts attempting to understand the issue from the perspective of the individual
    • Assists in reframing issues and helps complainants focus attention on and evaluate potential options. Helps individuals to understand the interests of various parties related to their issue(s)
    • Guides or coaches individuals as required to work directly with MassHealth health Plans, and other parties, including the use of, and/or referral to, informal and formal resolution
    • Facilitates mediations and resolution processes, including resolving issues between parties through various types of informal mediation
    • Enters data into, and accesses information from, the Case Management and Health Plan databases in accordance with the security and confidentiality policies and requirements established by and contractual obligations
    • Supports MassHealth Health Plan enrollees throughout grievance and appeals processes
    • Obtains consent from a complainant before:
      • Proceeding with the investigation
      • Releasing the identity of the complainant
    • Informs potential and current MassHealth Health Plan enrollees as to how to obtain services from MassHealth Health Plan contractors and from the Ombudsman Office
    • Serves as an informal liaison between the Office and Interested Parties, enrollees, MassHealth Health Plans and stakeholders
    • Requests information and assistance from MassHealth Health Plan contractors and MassHealth as necessary in order to carry out the discharge of its responsibilities
    • Keeps the Ombudsman Operations Manager informed regarding the overall status clientele and  activities
    • Identifies new issues and opportunities to respond to systemic change in the State's MassHealth Health Plan programs. Provides unfiltered information in order to produce insight to issues and resolutions. Serves as a source for detection and early warning of new issues. Suggests systemic changes to improve MassHealth Health Plan services, benefits and processes
    • Provide the Outreach Manager with stories of MassHealth Health Plan programs and  clientele that can be helpful to MassHealth Health Plans and  marketing and outreach campaigns
    • Complies with Ombudsman Position Contractual Requirements Appendix A
    • Other duties as assigned
  2. Protected Information Security
    • Ensures paper copies of personally identifying information (PII) or other sensitive information are only kept in locked filing cabinets and/or offices identified by DPC and third-parties are not allowed access to physical or electronic data or records
    • Ensures and maintains the privacy and confidentiality of information and records. Is responsible for maintaining the privacy, integrity and storage of personal identifying information, including the accurate and timely reporting of any actual or potential security or PII breaches as contractually required
    • At the direction of the Project Director or OOM and accordance with State and  policies and procedures provides EOHHS with access to  program data
    • Complies with all applicable laws, regulations and contractual provisions and abides by the procedures and requirements to maintain privacy and confidentiality as outlined in the EOHHS contract Appendix B

  3. General Program Support
    • Perform day-to-day program tasks such as documenting contacts, preparing meeting notes and reports and internal support materials; following operational, programmatic, operations, reporting and financial policies and procedures; faxing; copying; following established protocols for paper and electronic files and filing system; processing forms and paperwork; assists with compiling, completing and distribution of reporting  documents
    • Conducts themselves in a professional manner at all times. Answers and fields telephone calls. Responds to and fields emails. Provides information within protocol parameters to the general public, clientele, grant representatives and subcontractors, and others as directed by answering questions and responding to informational requests in an appropriate, accurate and timely manner
    • Documents required grant activities and prepares and submits all required reporting paperwork in a timely manner
    • Ensures the professional quality, technical accuracy, and timely completion and delivery of duties and responsibilities of their position

 

Qualifications:

Demonstrated Competencies in the following: 

  • Strong interpersonal communication skills, including an ability to listen objectively but with empathy to people of varying levels of education and abilities
  • Experience using computers and ability to navigate the internet
  • Excellent problem solving and conflict resolution skills
  • Ability to work effectively in a team environment
  • Ability to multitask and work independently
  • Demonstrated excellent written and oral communication skills; demonstrated organizational skills
  • Demonstrated ability to remain calm in a crisis, nonjudgmental and maintain confidentiality
  • Demonstrated ability to convey complex information in a simple, clear, and understandable manner
  • Demonstrated excellent written and oral communication skills
  • Demonstrated organizational skills

 

PROFESSIONAL REQUIREMENTS 

Education:
A Bachelor's degree or equivalent in social science, conflict resolution or related field including human resources, social services, psychology or counseling. Relevant professional experience or academic work: may be substituted for a Bachelor's degree.    

Experience:

  • At least one year customer service
  • At least three years of experience working in a customer service, health care setting or related field with supervisory experience is preferred.
  • Prior knowledge of ombudsman programs, disability civil rights policy, and the health care environment in Massachusetts is a plus, but not required
  • Experience with customer or client services preferred
  • Prior experience with state or federal health care programs for people with disabilities preferred
  • Ability to work effectively with diverse populations, with a strong preference for someone with a lived experience or extensive cultural knowledge of disabilities
  • Preferred experience working with MassHealth programs and services
  • Ability to properly maintain proprietary and confidential information 

Upon hire, the successful candidate must be cleared through the state's Criminal Offender Record Information (CORI) service.

 

 

 

The Ombudsman- Deaf serves as a complaint response and investigatory interface for people contacting the Ombudsman Office by phone, email or in person who also identifies themselves as Deaf. This position provides ombudsman services, facilitates communications, investigates and seek remedies for,· and provides information and assistance as necessary regarding concerns and issues raised by MassHealth Health Plan enrollees and other interested individuals. The Ombudsman 1-Lead then categorizes and documents these issues and concerns in a secured database system and submits required reports as necessary. The Ombudsman operates in a manner to preserve the privacy and confidentiality of those seeking services and maintains an independent, neutral/impartial position with respect to the concerns raised. 

The Ombudsman- Deaf is part of a team that will be trained in the Independent Living Philosophy; Eligibility and enrollment process for all MassHealth Health Plans; Each Health Plan's services and benefits, rights and responsibilities, each Health Plan's resolution and appeals processes; and other informational resources. The Ombudsman will also have access to the “Health Plan" database to facilitate accurate and timely delivery of program specific information. 

The Ombudsman- Deaf operates under the general direction of the Ombudsman Operations Manager and in accordance with contractual requirements.

 

Job Duties:

 

  1. General Duties
    • Provides information and referral to contacts regarding MassHealth, MassHealth Health Plan programs,  program services and related concerns or issues
    • Researches (as necessary) and provides information to inquiry requests
    • Listens and understands issues while remaining neutral with respect to the facts attempting to understand the issue from the perspective of the individual
    • Assists in reframing issues and helps complainants focus attention on and evaluate potential options. Helps individuals to understand the interests of various parties related to their issue(s)
    • Guides or coaches individuals as required to work directly with MassHealth health Plans, and other parties, including the use of, and/or referral to, informal and formal resolution
    • Conducts outreach and addresses the ombudsman concerns and needs of Deaf individuals, families and communities
    • Facilitates mediations and resolution processes, including resolving issues between parties through various types of informal mediation
    • Enters data into, and accesses information from, the Case Management and Health Plan databases in accordance with the security and confidentiality policies and requirements established by and contractual obligations
    • Supports MassHealth Health Plan enrollees throughout grievance and appeals processes
    • Obtains consent from a complainant before:
      • Proceeding with the investigation
      • Releasing the identity of the complainant
    • Informs potential and current MassHealth Health Plan enrollees as to how to obtain services from MassHealth Health Plan contractors and from the Ombudsman Office
    • Serves as an informal liaison between the Office and Interested Parties, enrollees, MassHealth Health Plans and stakeholders
    • Requests information and assistance from MassHealth Health Plan contractors and MassHealth as necessary in order to carry out the discharge of its responsibilities
    • Keeps the Ombudsman Operations Manager informed regarding the overall status clientele and  activities
    • Identifies new issues and opportunities to respond to systemic change in the State's MassHealth Health Plan programs. Provides unfiltered information in order to produce insight to issues and resolutions. Serves as a source for detection and early warning of new issues. Suggests systemic changes to improve MassHealth Health Plan services, benefits and processes
    • Provide the Outreach Manager with stories of MassHealth Health Plan programs and  clientele that can be helpful to MassHealth Health Plans and  marketing and outreach campaigns
    • Complies with Ombudsman Position Contractual Requirements Appendix A
    • Other duties as assigned

 

  1. Protected Information Security
    • Ensures paper copies of personally identifying information (PII) or other sensitive information are only kept in locked filing cabinets and/or offices identified by DPC and third-parties are not allowed access to physical or electronic data or records
    • Ensures and maintains the privacy and confidentiality of information and records. Is responsible for maintaining the privacy, integrity and storage of personal identifying information, including the accurate and timely reporting of any actual or potential security or PII breaches as contractually required
    • At the direction of the Project Director or OOM and accordance with State and  policies and procedures provides EOHHS with access to  program data
    • Complies with all applicable laws, regulations and contractual provisions and abides by the procedures and requirements to maintain privacy and confidentiality as outlined in the EOHHS contract Appendix B

 

  1. General Program Support
    • Perform day-to-day program tasks such as documenting contacts, preparing meeting notes and reports and internal support materials; following operational, programmatic, operations, reporting and financial policies and procedures; faxing; copying; following established protocols for paper and electronic files and filing system; processing forms and paperwork; assists with compiling, completing and distribution of reporting  documents
    • Conducts themselves in a professional manner at all times. Answers and fields telephone calls. Responds to and fields emails. Provides information within protocol parameters to the general public, clientele, grant representatives and subcontractors, and others as directed by answering questions and responding to informational requests in an appropriate, accurate and timely manner
    • Documents required grant activities and prepares and submits all required reporting paperwork in a timely manner
    • Ensures the professional quality, technical accuracy, and timely completion and delivery of duties and responsibilities of their position

 

Qualifications: 

Demonstrated Competencies in the following: 

  • Strong interpersonal communication skills, including an ability to listen objectively but with empathy to people of varying levels of education and abilities
  • Demonstrated lived experience with the culturally Deaf community.
  • Ability to communicate fluently in American Sign Language (ASL)
  • Experience using computers and ability to navigate the internet
  • Excellent problem solving and conflict resolution skills
  • Ability to work effectively in a team environment
  • Ability to multitask and work independently
  • Demonstrated excellent written and oral communication skills; demonstrated organizational skills
  • Demonstrated ability to remain calm in a crisis, nonjudgmental and maintain confidentiality
  • Demonstrated ability to convey complex information in a simple, clear, and understandable manner
  • Demonstrated excellent written and oral communication skills
  • Demonstrated organizational skills

 

PROFESSIONAL REQUIREMENTS 

Education:
A Bachelor's degree or equivalent in social science, conflict resolution or related field including human resources, social services, psychology or counseling. Relevant professional experience or academic work: may be substituted for a Bachelor's degree.    

Experience:

At least one year customer service

  • At least three years of experience working in a customer service, health care setting or related field with supervisory experience is preferred.
  • Prior knowledge of ombudsman programs, disability civil rights policy, and the health care environment in Massachusetts is a plus, but not required
  • Experience with customer or client services preferred
  • Prior experience with state or federal health care programs for people with disabilities preferred
  • Ability to work effectively with diverse populations, with a strong preference for someone with a lived experience or extensive cultural knowledge of disabilities
  • Preferred experience working with MassHealth programs and services
  • Ability to properly maintain proprietary and confidential information 

Upon hire, the successful candidate must be cleared through the state's Criminal Offender Record Information (CORI) service.




The Itinerant Ombudsman- serves as a complaint response and investigatory interface for people contacting the Ombudsman Office by phone, email or in person. This position provides ombudsman services, facilitates communications, investigates and seek remedies for,· and provides information and assistance as necessary regarding concerns and issues raised by MassHealth Health Plan enrollees and other interested individuals. The Ombudsman 1-Lead then categorizes and documents these issues and concerns in a secured database system and submits required reports as necessary. The Ombudsman operates in a manner to preserve the privacy and confidentiality of those seeking services and maintains an independent, neutral/impartial position with respect to the concerns raised. 

The Itinerant Ombudsman- will provide ombudsman services throughout the state by scheduling office hours at specific locations based in a variety of community-based organizations and health care agencies. The itinerant ombudsman position will utilize a train the trainer approach at each site. Key staff at these sites (supervisory and customer facing) will receive comprehensive training from the itinerant ombudsman regarding the ombudsman program, services and benefits. As a result staff positions at each site will be able to answer basic informational questions about the ombudsman program and direct enrollees with questions, concerns or complaints to the central office. 

The Itinerant Ombudsman is part of a team that will be trained in the Independent Living Philosophy; Eligibility and enrollment process for all MassHealth Health Plans; Each Health Plan's services and benefits, rights and responsibilities, each Health Plan's resolution and appeals processes; and other informational resources. The Ombudsman will also have access to the “Health Plan" database to facilitate accurate and timely delivery of program specific information.

The Itinerant Ombudsman operates under the general direction of the Ombudsman Operations Manager and in accordance with contractual requirements.

 

Job Duties: 

  1. General Duties
    • Provides information and referral to contacts regarding MassHealth, MassHealth Health Plan programs,  program services and related concerns or issues
    • Researches (as necessary) and provides information to inquiry requests
    • Listens and understands issues while remaining neutral with respect to the facts attempting to understand the issue from the perspective of the individual
    • Assists in reframing issues and helps complainants focus attention on and evaluate potential options. Helps individuals to understand the interests of various parties related to their issue(s)
    • Guides or coaches individuals as required to work directly with MassHealth health Plans, and other parties, including the use of, and/or referral to, informal and formal resolution
    • Conduct outreach and address the ombudsman concerns and needs of Deaf individuals, families and communities
    • Facilitates mediations and resolution processes, including resolving issues between parties through various types of informal mediation
    • Enters data into, and accesses information from, the Case Management and Health Plan databases in accordance with the security and confidentiality policies and requirements established by and contractual obligations
    • Supports MassHealth Health Plan enrollees throughout grievance and appeals processes
    • Obtains consent from a complainant before:
      • Proceeding with the investigation
      • Releasing the identity of the complainant
    • Informs potential and current MassHealth Health Plan enrollees as to how to obtain services from MassHealth Health Plan contractors and from the Ombudsman Office
    • Serves as an informal liaison between the Office and Interested Parties, enrollees, MassHealth Health Plans and stakeholders
    • Requests information and assistance from MassHealth Health Plan contractors and MassHealth as necessary in order to carry out the discharge of its responsibilities
    • Keeps the Ombudsman Operations Manager informed regarding the overall status clientele and  activities
    • Identifies new issues and opportunities to respond to systemic change in the State's MassHealth Health Plan programs. Provides unfiltered information in order to produce insight to issues and resolutions. Serves as a source for detection and early warning of new issues. Suggests systemic changes to improve MassHealth Health Plan services, benefits and processes
    • Provide the Outreach Manager with stories of MassHealth Health Plan programs and  clientele that can be helpful to MassHealth Health Plans and  marketing and outreach campaigns
    • Complies with Ombudsman Position Contractual Requirements Appendix A
    • Other duties as assigned

  2. Protected Information Security
    • Ensures paper copies of personally identifying information (PII) or other sensitive information are only kept in locked filing cabinets and/or offices identified by DPC and third-parties are not allowed access to physical or electronic data or records
    • Ensures and maintains the privacy and confidentiality of information and records. Is responsible for maintaining the privacy, integrity and storage of personal identifying information, including the accurate and timely reporting of any actual or potential security or PII breaches as contractually required
    • At the direction of the Project Director or OOM and accordance with State and  policies and procedures provides EOHHS with access to  program data
    • Complies with all applicable laws, regulations and contractual provisions and abides by the procedures and requirements to maintain privacy and confidentiality as outlined in the EOHHS contract Appendix B

  3. General Program Support
    • Perform day-to-day program tasks such as documenting contacts, preparing meeting notes and reports and internal support materials; following operational, programmatic, operations, reporting and financial policies and procedures; faxing; copying; following established protocols for paper and electronic files and filing system; processing forms and paperwork; assists with compiling, completing and distribution of reporting  documents
    • Conducts themselves in a professional manner at all times. Answers and fields telephone calls. Responds to and fields emails. Provides information within protocol parameters to the general public, clientele, grant representatives and subcontractors, and others as directed by answering questions and responding to informational requests in an appropriate, accurate and timely manner
    • Documents required grant activities and prepares and submits all required reporting paperwork in a timely manner
    • Ensures the professional quality, technical accuracy, and timely completion and delivery of duties and responsibilities of their position

 

Qualifications: 

Demonstrated Competencies in the following: 

  • Strong interpersonal communication skills, including an ability to listen objectively but with empathy to people of varying levels of education and abilities
  • Experience using computers and ability to navigate the internet
  • Excellent problem solving and conflict resolution skills
  • Ability to work effectively in a team environment
  • Ability to multitask and work independently
  • Demonstrated excellent written and oral communication skills; demonstrated organizational skills
  • Demonstrated ability to remain calm in a crisis, nonjudgmental and maintain confidentiality
  • Demonstrated ability to convey complex information in a simple, clear, and understandable manner
  • Demonstrated excellent written and oral communication skills
  • Demonstrated organizational skills

 

PROFESSIONAL REQUIREMENTS 

Education:
A Bachelor's degree or equivalent in social science, conflict resolution or related field including human resources, social services, psychology or counseling. Relevant professional experience or academic work: may be substituted for a Bachelor's degree.   

Experience:

  • At least one year customer service
  • At least three years of experience working in a customer service, health care setting or related field with supervisory experience is preferred.
  • Prior knowledge of ombudsman programs, disability civil rights policy, and the health care environment in Massachusetts is a plus, but not required
  • Experience with customer or client services preferred
  • Prior experience with state or federal health care programs for people with disabilities preferred
  • Ability to work effectively with diverse populations, with a strong preference for someone with a lived experience or extensive cultural knowledge of disabilities
  • Preferred experience working with MassHealth programs and services
  • Ability to properly maintain proprietary and confidential information

Upon hire, the successful candidate must be cleared through the state's Criminal Offender Record Information (CORI) service.

 

 

 

The Spanish Bilingual Ombudsman serves as a complaint response and investigatory interface for people contacting the Ombudsman Office by phone, email or in person. This position provides ombudsman services, facilitates communications, investigates and seek remedies for,· and provides information and assistance as necessary regarding concerns and issues raised by MassHealth Health Plan enrollees and other interested individuals. The Ombudsman 1-Lead then categorizes and documents these issues and concerns in a secured database system and submits required reports as necessary. The Ombudsman operates in a manner to preserve the privacy and confidentiality of those seeking services and maintains an independent, neutral/impartial position with respect to the concerns raised. 

The Spanish Bilingual Ombudsman is part of a team that will be trained in the Independent Living Philosophy; Eligibility and enrollment process for all MassHealth Health Plans; Each Health Plan's services and benefits, rights and responsibilities, each Health Plan's resolution and appeals processes; and other informational resources. The Ombudsman will also have access to the “Health Plan" database to facilitate accurate and timely delivery of program specific information. 

The Spanish Bilingual Ombudsman operates under the general direction of the Ombudsman Operations Manager and in accordance with contractual requirements.

 

Job Duties: 

  1. General Duties
    • Provides information and referral to contacts regarding MassHealth, MassHealth Health Plan programs,  program services and related concerns or issues
    • Researches (as necessary) and provides information to inquiry requests
    • Listens and understands issues while remaining neutral with respect to the facts attempting to understand the issue from the perspective of the individual
    • Assists in reframing issues and helps complainants focus attention on and evaluate potential options. Helps individuals to understand the interests of various parties related to their issue(s)
    • Guides or coaches individuals as required to work directly with MassHealth health Plans, and other parties, including the use of, and/or referral to, informal and formal resolution
    • Conduct outreach and address the ombudsman concerns and needs of Spanish speaking individuals, families and communities
    • Facilitates mediations and resolution processes, including resolving issues between parties through various types of informal mediation
    • Enters data into, and accesses information from, the Case Management and Health Plan databases in accordance with the security and confidentiality policies and requirements established by and contractual obligations
    • Supports MassHealth Health Plan enrollees throughout grievance and appeals processes
    • Obtains consent from a complainant before:
      • Proceeding with the investigation
      • Releasing the identity of the complainant
    • Informs potential and current MassHealth Health Plan enrollees as to how to obtain services from MassHealth Health Plan contractors and from the Ombudsman Office
    • Serves as an informal liaison between the Office and Interested Parties, enrollees, MassHealth Health Plans and stakeholders
    • Requests information and assistance from MassHealth Health Plan contractors and MassHealth as necessary in order to carry out the discharge of its responsibilities
    • Keeps the Ombudsman Operations Manager informed regarding the overall status clientele and  activities
    • Identifies new issues and opportunities to respond to systemic change in the State's MassHealth Health Plan programs. Provides unfiltered information in order to produce insight to issues and resolutions. Serves as a source for detection and early warning of new issues. Suggests systemic changes to improve MassHealth Health Plan services, benefits and processes
    • Provide the Outreach Manager with stories of MassHealth Health Plan programs and  clientele that can be helpful to MassHealth Health Plans and  marketing and outreach campaigns
    • Complies with Ombudsman Position Contractual Requirements Appendix A
    • Other duties as assigned

  2. Protected Information Security
    • Ensures paper copies of personally identifying information (PII) or other sensitive information are only kept in locked filing cabinets and/or offices identified by DPC and third-parties are not allowed access to physical or electronic data or records
    • Ensures and maintains the privacy and confidentiality of information and records. Is responsible for maintaining the privacy, integrity and storage of personal identifying information, including the accurate and timely reporting of any actual or potential security or PII breaches as contractually required
    • At the direction of the Project Director or OOM and accordance with State and  policies and procedures provides EOHHS with access to  program data
    • Complies with all applicable laws, regulations and contractual provisions and abides by the procedures and requirements to maintain privacy and confidentiality as outlined in the EOHHS contract Appendix B

  3. General Program Support
    • Perform day-to-day program tasks such as documenting contacts, preparing meeting notes and reports and internal support materials; following operational, programmatic, operations, reporting and financial policies and procedures; faxing; copying; following established protocols for paper and electronic files and filing system; processing forms and paperwork; assists with compiling, completing and distribution of reporting  documents
    • Conducts themselves in a professional manner at all times. Answers and fields telephone calls. Responds to and fields emails. Provides information within protocol parameters to the general public, clientele, grant representatives and subcontractors, and others as directed by answering questions and responding to informational requests in an appropriate, accurate and timely manner
    • Documents required grant activities and prepares and submits all required reporting paperwork in a timely manner
    • Ensures the professional quality, technical accuracy, and timely completion and delivery of duties and responsibilities of their position

 

Qualifications: 

Demonstrated Competencies in the following: 

  • Strong interpersonal communication skills, including an ability to listen objectively but with empathy to diverse populations including people of varying cultural backgrounds, levels of education and abilities
  • Ability to write and converse fluently in English and Spanish;
  • Demonstrated knowledge and experience with various cultures within the Latino community
  • Deep knowledge of Medicare and Medicaid rights, and knowledge of Health Plan structures and requirements or be willing and able to learn.
  • Experience using computers and ability to navigate the internet
  • Excellent problem solving, conflict resolution, mediation and negotiation skills
  • Proactive referral of issues and concerns to management
  • Ability to work effectively in a team environment
  • Ability to multitask and work independently
  • Demonstrated ability to remain calm in a crisis, nonjudgmental and maintain confidentiality
  • Demonstrated ability to convey complex information in a simple, clear, and understandable manner
  • Demonstrated excellent written and oral communication skills
  • Demonstrated organizational skills

 

PROFESSIONAL REQUIREMENTS 

Education:
A Bachelor's degree or equivalent in social science, conflict resolution or related field including human resources, social services, psychology or counseling. Relevant professional experience or academic work: may be substituted for a Bachelor's degree.    

Experience:

  • At least one year customer service
  • At least three years of experience working in a customer service, health care setting or related field with supervisory experience is preferred.
  • Prior knowledge of ombudsman programs, disability civil rights policy, and the health care environment in Massachusetts is a plus, but not required
  • Experience with customer or client services preferred
  • Prior experience with state or federal health care programs for people with disabilities preferred
  • Ability to work effectively with diverse populations, with a strong preference for someone with a lived experience or extensive cultural knowledge of disabilities
  • Preferred experience working with MassHealth programs and services
  • Ability to properly maintain proprietary and confidential information

Upon hire, the successful candidate must be cleared through the state's Criminal Offender Record Information (CORI) service.

 

 

 

The Community Liaison 1 - Lead serves as an initial contact point for people contacting the Ombudsman office, either by phone, email or in-person. The Community Liaison 1 - Lead operates in a manner to preserve the privacy and confidentiality of those seeking services and maintains an independent, neutral/impartial position with respect to the concerns raised. This position will: 1) Ascertain the individual's issue, categorize as an inquiry or complaint, and 2) Document in the Case Management database the issue raised, and provide information and assistance where possible. 

The Community Liaison 1 - Lead is part of 's ombudsman team and will be trained in the Independent Living Philosophy; Eligibility and enrollment process for all MassHealth Health Plans; Each Health Plan's services and benefits, rights and responsibilities,  Each Health Plan's resolution and appeals processes; and other informational resources. Community Liaison 1 - Lead will have access to the “Health Plan" database to facilitate accurate and timely delivery of program specific information.    

The Community Liaison 1 - Lead position is also responsible for supporting and assisting other Community Liaisons should the OOM or Project Director be unavailable. The Community Liaison 1- Lead operates under the general direction of the Ombudsman Operations Manager and in accordance with contractual requirements.

 

 

 

Job Duties 

  1. General Duties
    • Provides information and referral to contacts regarding MassHealth, MassHealth Health Plan programs, program services and related concerns or issues
    • Conducts themselves in a professional manner at all times. Answers and fields telephone calls. Responds to and fields emails. Provides information within protocol parameters to the general public, clientele, grant representatives and subcontractors, and others as directed by answering questions and responding to informational requests in an appropriate, accurate and timely manner
    • Researches (as necessary) and provides information to inquiry requests
    • Listens and understands issues while remaining neutral with respect to the facts attempting to understand the issue from the perspective of the individual
    • Assists in reframing issues and helps complainants focus attention on and evaluate potential options. Helps individuals to understand the interests of various parties related to their issue(s)
    • Guides and coaches individuals as required to work directly with MassHealth health Plans and other parties, including the use of, and/or referral to, informal and formal resolution resources
    • Facilitates mediations and resolution processes, including resolving issues between parties through various types of informal mediation
    • Enters data into, and accesses information from, the Case Management and Health Plan databases in accordance with the security and confidentiality policies and requirements established by  and contractual obligations
    • Informs potential and current MassHealth Health Plan enrollees as to how to obtain services from MassHealth Health Plan contractors and from the Ombudsman Office
    • Keeps the Ombudsman Operations Manager informed regarding the overall status contacts and  activities
    • Identifies new issues and opportunities to respond to systemic change in the State's MassHealth Health Plan programs. Provides unfiltered information in order to produce insight to issues and resolutions. Serves as a source for detection and early warning of new issues. Suggests systemic changes to improve MassHealth Health Plan services, benefits and processes
    • Provide the Outreach Manager with stories of MassHealth Health Plan programs and  clientele that can be helpful to MassHealth Health Plans and  marketing and outreach campaigns
    • Other duties as assigned
  2. Protected Information Security
    • Ensures paper copies of personally identifying information (PII) or other sensitive information are only kept in locked filing cabinets and/or offices identified by DPC and and third-parties are not allowed access to physical or electronic data or records
    • Ensures and maintains the privacy and confidentiality of information and ·records. Is responsible for maintaining the privacy, integrity and storage of personal identifying information, including the accurate and timely reporting of any actual or potential security or PII breaches as contractually required
    • At the direction of the Project Director or OOM and accordance with State and policies and procedures provides EOHHS with access to  program data
    • Complies with all applicable laws, regulations and contractual provisions and abides by the procedures and requirements to maintain privacy and confidentiality as outlined in the EOHHS contract Appendix B

  3. General Program Support
    • Perform day-to-day program tasks such as documenting contacts, preparing meeting notes and reports and internal support materials; following operational, programmatic, operations, reporting and financial policies and procedures; faxing; copying; following established protocols for paper and electronic files and filing system; processing forms and paperwork; assists with compiling, completing and distribution of reporting  documents
    • Documents required grant activities and prepares and submits all required reporting paperwork in a timely manner
    • Ensures the professional quality, technical accuracy, and timely completion and delivery of duties and responsibilities of their position

 

Qualifications: 

Demonstrated Competencies in the following: 

  • Strong interpersonal communication skills, including an ability to listen objectively but with empathy to people of varying levels of education and abilities
  • Experience using computers and ability to navigate the internet
  • Excellent problem solving and conflict resolution skills
  • Ability to work effectively in a team environment
  • Ability to multitask and work independently
  • Demonstrated excellent written and oral communication skills; demonstrated organizational  skills
  • Demonstrated ability to remain calm in a crisis, nonjudgmental and maintain confidentiality
  • Demonstrated ability to convey complex information in a simple, clear, and understandable  manner

 

PROFESSIONAL REQUIREMENTS 

Education:

A Bachelor's degree or equivalent in social science, conflict resolution or related field including human resources, social services, psychology or counseling. Relevant professional experience or academic work: may be substituted for a Bachelor's degree.    

Experience:

  • At least one year customer service
  • At least three years of experience working in a customer service, health care setting or related field with supervisory experience is preferred.
  • Prior knowledge of ombudsman programs, disability civil rights policy, and the health care environment in Massachusetts is a plus, but not required
  • Experience with customer or client services preferred
  • Prior experience with state or federal health care programs for people with disabilities preferred
  • Ability to work effectively with diverse populations, with a strong preference for someone with a lived experience or extensive cultural knowledge of disabilities
  • Preferred experience working with MassHealth programs and services
  • Ability to properly maintain proprietary and confidential information

Upon hire, the successful candidate must be cleared through the state's Criminal Offender Record Information (CORI) service.

The Community Liaison serves as an initial contact point for people contacting the Ombudsman office, either by phone, email or in-person. The Community Liaison operates in a manner to preserve the privacy and confidentiality of those seeking services and maintains an independent, neutral/impartial position with respect to the concerns raised. This position will 1) Ascertain the individual’s issue, categorize as an inquiry or complaint, and 2) Document in the Case Management database the issue raised, and provide information and assistance where possible.

The Community Liaison is part of ’s ombudsman team and will be trained in the Independent Living Philosophy; Eligibility and enrollment process for all MassHealth Health Plans; Each Health Plan’s services and benefits, rights and responsibilities, Each Health Plan’s resolution and appeals processes; and other informational resources. Community Liaison will have access to the “Health Plan” database to facilitate accurate and timely delivery of program specific information.

The Community Liaison operates under the general direction of the Ombudsman Operations Manager and in accordance with contractual requirements.

Job Duties

General Duties

  • Provides information and referral to  contacts regarding MassHealth, MassHealth Health Plan programs,  program services and related concerns or issues
  • Conducts themselves in a professional manner at all times. Answers and fields telephone calls. Responds to and fields emails. Provides information within  protocol parameters to the general public,  clientele, grant representatives and subcontractors, and others as directed by answering questions and responding to informational requests in an appropriate, accurate and timely manner
  • Researches (as necessary) and provides information to inquiry requests
  • Listens and understands issues while remaining neutral with respect to the facts attempting to understand the issue from the perspective of the individual
  • Assists in reframing issues and helps complainants focus attention on and evaluate potential options. Helps individuals to understand the interests of various parties related to their issue(s)
  • Guides or coaches individuals as required to work directly with MassHealth health Plans and other parties, including the use of, and/or referral to, informal and formal resolution resources
  • Facilitates mediations and resolution processes, including resolving issues between parties through various types of informal mediation
  • Enters data into, and accesses information from, the Case Management database in accordance with the security and confidentiality policies and requirements established by  and contractual obligations
  • Informs potential and current MassHealth Health Plan enrollees as to how to obtain services from MassHealth Health Plan contractors and from the Ombudsman Office
  • Keeps the Ombudsman Operations Manager informed regarding the overall status  contacts and  activities
  • Identifies new issues and opportunities to respond to systemic change in the State’s MassHealth Health Plan programs. Provides unfiltered information in order to produce insight to issues and resolutions. Serves as a source for detection and early warning of new issues. Suggests systemic changes to improve MassHealth Health Plan services, benefits and processes
  • Provide the  Outreach Manager with stories of MassHealth Health Plan programs and  clientele that can be helpful to MassHealth Health Plans and  marketing and outreach campaigns
  • Other duties as assigned
  • Protected Information Security
  • Ensures paper copies of personally identifying information (PII) or other sensitive information are only kept in locked filing cabinets and/or offices identified by DPC and  and third-parties are not allowed access to physical or electronic data or records
  • Ensures and maintains the privacy and confidentiality of information and records. Is responsible for maintaining the privacy, integrity and storage of personal identifying information
  • At the direction of the  Project Director or OOM and accordance with State and  policies and procedures provides EOHHS with access to  program data
  • Complies with all applicable laws, regulations and contractual provisions and abides by the procedures and requirements to maintain privacy and confidentiality as outlined in the EOHHS contract Appendix B
  • General Program Support
  • Perform day-to-day program tasks such as documenting contacts, preparing meeting notes and reports and internal support materials; following operational, programmatic, operations, reporting and financial policies and procedures; faxing; copying; following established protocols for paper and electronic files and filing system; processing forms and paperwork; assists with compiling, completing and distribution of reporting documents
  • Documents required grant activities and prepares and submits all required reporting paperwork in a timely manner
  • Ensures the professional quality, technical accuracy, and timely completion and delivery of duties and responsibilities of their position

Qualifications:

Demonstrated Competencies in the following:

  • Strong interpersonal communication skills, including an ability to listen objectively but with empathy to people of varying levels of education and abilities
  • Experience using computers and ability to navigate the internet
  • Excellent problem solving and conflict resolution skills
  • Ability to work effectively in a team environment
  • Ability to multitask and work independently
  • Demonstrated excellent written and oral communication skills; demonstrated organizational skills
  • Demonstrated ability to remain calm in a crisis, nonjudgmental and maintain confidentiality
  • Demonstrated ability to convey complex information in a simple, clear, and understandable manner

 

PROFESSIONAL REQUIREMENTS 

Education:
A Bachelor's degree or equivalent in social science, conflict resolution or related field including human resources, social services, psychology or counseling. Relevant professional experience or academic work: may be substituted for a Bachelor's degree.

Experience:

  • At least one year customer service
  • At least three years of experience working in a customer service, health care setting or related field with supervisory experience is preferred.
  • Prior knowledge of ombudsman programs, disability civil rights policy, and the health care environment in Massachusetts is a plus, but not required
  • Experience with customer or client services preferred
  • Prior experience with state or federal health care programs for people with disabilities preferred
  • Ability to work effectively with diverse populations, with a strong preference for someone with a lived experience or extensive cultural knowledge of disabilities
  • Preferred experience working with MassHealth programs and services
  • Ability to properly maintain proprietary and confidential information

 

Upon hire, the successful candidate must be cleared through the state's Criminal Offender Record Information (CORI) service.




The Administrative Assistant is responsible for the overall administrative support for the program. This includes performing accounting activities and maintaining financial records; ensuring compliance with Protected Information (Pl) policies and procedures; and performing general administrative functions such as, but not limited to: filing, record keeping, internal and external communications, updating all program materials both electronic and hard copies, and ensuring access for persons with disabilities, and other duties as assigned. 

The Administrative Assistant operates under the general direction of the Project Director and in accordance with contractual requirements. 

Job Duties: 

General Administrative Support

  • Perform day-to-day administrative tasks such as preparing meeting minutes, meeting notes and internal support materials; faxing; copying; maintaining files and filing system; processing forms and paperwork; signs for, and maintains a record of (as required), of official, formal and financial materials, documents and packages; compiles, completes and distributes reporting documents; and other duties as assigned
  • Assist in the development, distribution and storage of internal documentation and reporting forms; and informational, training and marketing materials
  • Serves as a public face and voice of the program. Conducts themselves in a professional manner at all times. Answers and fields telephone calls. Responds and fields emails. Provides information to the general public, program clientele, grant representatives and subcontractors, and others as directed by answering questions and responding to informational requests in an accurate and timely manner
  • Ensures operation of office equipment and technologies; manages work for, and completion of, repairs; maintains equipment inventories; evaluates and recommends new  equipment and software changes and upgrades
  • Manages office activities, order supplies, maintains recordkeeping systems, forms control, office layout, and budgetary and personnel requirements
  • Maintains property, equipment and supplies inventory; checks stock to determine inventory level; anticipates needed supplies; completes appropriate request forms and documentation; places and expedites orders for supplies; verifies receipt of supplies
  • Maintains and coordinates the work-related schedules of the  Project Director and Ombudsman Operations Manager and grant related events, meetings, interviews, and other similar activities 
  • Documents required grant activities and prepares and submits all required reporting paperwork and maintains secured (as required) paper and electronic files all program reports and documents
  • Ensures the professional quality, technical accuracy, and timely completion and delivery of duties and responsibilities of their position

 

Protected Information Security

  • Ensures that paper copies of personal information or other sensitive information are only kept in locked filing cabinets and/or offices identified by DPC and Ombudsman Offices
  • Distributes copy of the SPPI to each employee upon receipt of the SPPI and record written acknowledgment that each employee has received a copy of the SPPI
  • Ensures that visitors shall not be permitted to visit unescorted
  • Disposes of records and databases as outlined in the EOHHS contract including paper records containing personal information as directed in a cross-cut shredder or via an outside shredding service and reports on said destruction to EOHHS as required
  • Ensures that electronic or paper documents containing personal information are not removed from DPC and  premises except to be sent to offsite storage
  • Ensures that terminated employees who had access to personal information --

-- Employee computer access passwords will be disabled upon termination

-- Physical access to any documents or resources containing personal information will be immediately discontinued

-- Ensures and records that terminated employees surrender all keys, IDs, access codes or badges, business cards, and the like, that permit access to DPC's and 's premises or information·

-- Ensures that terminated employee's remote electronic access to personal information is  disabled; his/her voicemail access, e-mail access, internet access, and passwords are invalidated

  • Maintains a highly secured master list of all lock combinations, passwords, and keys
  • Ensures that DPC and offices are kept locked and third-parties are not allowed physical access to data or records.
  • Ensures that paper files that are not currently in use are kept locked in filing cabinets
  • Is responsible for maintaining the privacy, integrity and hard copy storage of personal information, including the accurate and timely reporting of any actual or potential security or PII breaches as contractually required
  • Abides by the procedures and requirements to maintain privacy and confidentiality as outlined in the EOHHS contract Appendix B: Business Associates Agreement 

  
Qualifications: 

  • Demonstrated Competencies in the following: 
  • Communicating successfully with a diverse range of people
  • Ability to maintain confidentiality
  • Proactive referral of issues and concerns to management
  • Ability to write and converse proficiently in English
  • Ability to convey complex information in a simple, clear, and understandable manner
  • Strong interpersonal communication skills
  • Office Software -Demonstrated knowledge of: Microsoft Office; Word, Excel, PowerPoint, Outlook and Google calendar and email, Internet research abilities. Preferred knowledge of: PayPal services, Tech soup web site for tech supplies, Comm-pass website, and Box cloud computing.
  • Problem Sensitivity -- The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
  • Number Facility -- The ability to add, subtract, multiply, or divide quickly and correctly.
  • Perceptual Speed -- The ability to quickly and accurately compare similarities and differences among sets of letters, numbers, objects, pictures, or patterns.
  • Informational and financial systems, managing files and records, and other office procedures and terminology.
  • Experience using computers and ability to navigate the internet
  • Ability to work well with diverse populations
  • Ability to work effectively in a team environment
  • Ability to multitask and work independently

 

PROFESSIONAL REQUIREMENTS 

Education:
Associate’s Degree, Bachelor’s Degree, or equivalent professional experience. 

Experience:

  • 2 years’ experience in providing administrative I clerical support
  • Demonstrated ability to meet software knowledge and skill requirements 

Upon hire, the successful candidate must be cleared through the state's Criminal Offender Record Information (CORI) service.




The Staff Interpreter for the Deaf/Hard of Hearing provides ASL and transliteration services for staff, consumers, and community members who need communication access with individuals who are deaf or hard of hearing contacting the Ombudsman Office. The Staff Interpreter also coordinates interpreter needs between program and offices, and will request additional freelance interpreters when needed. The Staff Interpreter will assist with special projects related to the field of interpreting as needed. 

Services may include telephone conversations, in-service trainings, staff and/or consumer meetings, appointments, etc. Various modes of communication will be used such as ASL, English-based sign systems, spoken English, gestures, tactile sign, the ability to work with a Certified Deaf Interpreter (CDI), home signs, or any other necessary means of communication. 

Additionally, the Staff Interpreter serves as the primary interface for the Deaf/ Hard of Hearing Ombudsman on staff. The Deaf/ Hard of Hearing Ombudsman position assists in providing ombudsman services, facilitates communications, investigates and seek remedies for; and provides information and assistance as necessary regarding concerns and issues raised by MassHealth Health Plan enrollees and other interested individuals. The Deaf/ Hard of Hearing Ombudsman then categorizes and documents these issues and concerns in a secured database system and submits required reports as necessary. The Staff Interpreter operates in a manner to preserve the privacy and confidentiality of those seeking services and maintains an independent, neutral/impartial position with respect to the concerns raised. 

The Staff Interpreter is part of a team that will be trained in the Independent Living Philosophy; Eligibility and enrollment process for all MassHealth Health Plans; Each Health Plan's services and benefits, rights and responsibilities, each Health Plan's resolution and appeals processes; and other informational resources. The Staff Interpreter operates under the general direction of the Ombudsman Operations Manager and in accordance with contractual requirements.

 

Job Duties: 

  1. ASL specific Related Duties
    • Provides ASL and transliteration services for staff, consumers, and community members who need communication access with individuals who are deaf, hearing impaired or hard of hearing.
    • Schedules, coordinates and supervises the work of free-lance interpreters; Coordinates and assures proper access to other specialized interpreter services including but not limited to Legal Interpreters. 
    • Develops and delivers training and consultation for all staff on appropriate use of interpreters and communication with deaf persons on the function and appropriate use of interpreters; providing education to staff regarding communication abilities and limitations of deaf/ hard of hearing consumers as well as cross-cultural dynamics to ensure policies and procedures are adhered to. 
    • Provide education to consumers regarding interpreter's role and the use of interpreters by scheduling and conducting meetings with consumers to engage them in discussions about the use of interpreters and use of standard and locally established practices for maximizing communication access in group settings. 
    • Demonstrates professional attitude and behavior such as to contribute to the development of a cohesive treatment team and communication department. Skillfully resolve cultural/communication challenges that involve interpreting services in the context of a combined hearing/Deaf program environment. 
    • Contribute to team assessment of a person’s need for specialized interpreting or language support services (such as use of a CDI or communication adaptations for Deaf individuals with particular other sensory or language challenges. 
    • Coordinates plans for complex communication situations such as occurs in large meetings, multiple interpreters and or languages, large training/education events – whether didactic or experiential (for patients or staff) in a manner respectful of Deaf communication access and cultural considerations.

The Staff Interpreter facilitates communications for the Deaf/Hard of Hearing Ombudsman in conjunction the Deaf/Hard of Hearing Ombudsman’s job responsibilities listed in 2, 3 and 4 as follows:

 

  1. General Duties
  • Provides information and referral to contacts regarding MassHealth, MassHealth Health Plan programs, program services and related concerns or issues
    • Researches (as necessary) and provides information to inquiry requests
    • Listens and understands issues while remaining neutral with respect to the facts attempting to understand the issue from the perspective of the individual
    • Assists in reframing issues and helps complainants focus attention on and evaluate potential options. Helps individuals to understand the interests of various parties related to their issue(s)
    • Guides or coaches individuals as required to work directly with MassHealth health Plans, and other parties, including the use of, and/or referral to, informal and formal resolution
    • Conducts outreach and addresses the ombudsman concerns and needs of Deaf individuals, families and communities
    • Facilitates mediations and resolution processes, including resolving issues between parties through various types of informal mediation
    • Enters data into, and accesses information from, the Case Management and Health Plan databases in accordance with the security and confidentiality policies and requirements established by and contractual obligations
    • Supports MassHealth Health Plan enrollees throughout grievance and appeals processes
    • Obtains consent from a complainant before:
      • Proceeding with the investigation
      • Releasing the identity of the complainant
    • Informs potential and current MassHealth Health Plan enrollees as to how to obtain services from MassHealth Health Plan contractors and from the Ombudsman Office
    • Serves as an informal liaison between the Office and Interested Parties, enrollees, MassHealth Health Plans and stakeholders
    • Requests information and assistance from MassHealth Health Plan contractors and MassHealth as necessary in order to carry out the discharge of its responsibilities
    • Keeps the Ombudsman Operations Manager informed regarding the overall status clientele and activities
    • Identifies new issues and opportunities to respond to systemic change in the State's MassHealth Health Plan programs. Provides unfiltered information in order to produce insight to issues and resolutions. Serves as a source for detection and early warning of new issues. Suggests systemic changes to improve MassHealth Health Plan services, benefits and processes
    • Provide the Outreach Manager with stories of MassHealth Health Plan programs and clientele that can be helpful to MassHealth Health Plans and marketing and outreach campaigns
    • Complies with Ombudsman Position Contractual Requirements Appendix A
    • Other duties as assigned

 

  1. Protected Information Security
    • Ensures paper copies of personally identifying information (PII) or other sensitive information are only kept in locked filing cabinets and/or offices identified by DPC and third-parties are not allowed access to physical or electronic data or records
    • Ensures and maintains the privacy and confidentiality of information and records. Is responsible for maintaining the privacy, integrity and storage of personal identifying information, including the accurate and timely reporting of any actual or potential security or PII breaches as contractually required
    • At the direction of the Project Director or OOM and accordance with State and policies and procedures provides EOHHS with access to program data
    • Complies with all applicable laws, regulations and contractual provisions and abides by the procedures and requirements to maintain privacy and confidentiality as outlined in the EOHHS contract Appendix B

 

  1. General Program Support
    • Perform day-to-day program tasks such as documenting contacts, preparing meeting notes and reports and internal support materials; following operational, programmatic, operations, reporting and financial policies and procedures; faxing; copying; following established protocols for paper and electronic files and filing system; processing forms and paperwork; assists with compiling, completing and distribution of reporting documents
    • Conducts themselves in a professional manner at all times. Answers and fields telephone calls. Responds to and fields emails. Provides information within protocol parameters to the general public, clientele, grant representatives and subcontractors, and others as directed by answering questions and responding to informational requests in an appropriate, accurate and timely manner
    • Documents required grant activities and prepares and submits all required reporting paperwork in a timely manner
    • Ensures the professional quality, technical accuracy, and timely completion and delivery of duties and responsibilities of their position

 

Qualifications:

Demonstrated Competencies in the following: 

  • Must be fluent in American Sign Language (ASL).
  • Demonstrated experience working with Certified Deaf Interpreters (CDI)
  • Must be able to travel within the region to access residential settings, employers, offices and community organizations.
  • Strong interpersonal communication skills, including an ability to listen objectively but with empathy to people of varying levels of education and abilities
  • Demonstrated lived experience with the culturally Deaf community.
  • Experience using computers and ability to navigate the internet
  • Excellent problem solving and conflict resolution skills
  • Ability to work effectively in a team environment
  • Ability to multitask and work independently
  • Demonstrated excellent written and oral communication skills; demonstrated organizational skills
  • Demonstrated ability to remain calm in a crisis, nonjudgmental and maintain confidentiality
  • Demonstrated ability to convey complex information in a simple, clear, and understandable manner
  • Demonstrated excellent written and oral communication skills
  • Demonstrated organizational skills

 

PROFESSIONAL REQUIREMENTS 

Education:
Certificate or Associate’s Degree for Entry Level; a Bachelor's degree or equivalent in social science, conflict resolution or related field including human resources, social services, psychology or counseling optional. 

Certification:
Certification by the National Registry of Interpreters for the Deaf, Inc. or other interpreter certification judged equivalent by the Massachusetts Commission for the Deaf and Hard of Hearing. 

Experience:
Must have at least one year of professional experience providing interpretation and/or transliteration services for the Deaf and Hard of Hearing population after successful completion of the Massachusetts Commission for the Deaf and Hard of Hearing Screening.

  • At least three years of experience working in a customer service, health care setting or related field with supervisory experience is preferred.
  • Prior knowledge of ombudsman programs, disability civil rights policy, and the health care environment in Massachusetts is a plus, but not required
  • Experience with customer or client services preferred
  • Ability to work effectively with diverse populations, with a strong preference for someone with a lived experience or extensive cultural knowledge of disabilities
  • Preferred experience working with MassHealth programs and services
  • Ability to properly maintain proprietary and confidential information

Upon hire, the successful candidate must be cleared through the state's Criminal Offender Record Information (CORI) service.




The Data/IT Manager is responsible for the overall support and configuration of computer and information technology, including software and hardware, and data management, organization, storage, and access and reporting. This includes managing networks (LAN and WAN), internet system, software programs, databases, and ensuring compliance with Protected Information (PI) policies and procedures.  

The Data/IT Manager operates under the general direction of the Project Director and in accordance with contractual requirements.

Job Duties:

Maintenance

  • Maintains computer networks and related computing environments including computer hardware, system software, applications software and configurations
  • Performs routine maintenance on equipment and determines when and what type of maintenance is needed including diagnose, troubleshoot and resolve hardware, software or other network and system problems and replace defective components when necessary
  • Accomplishes hardware and software upgrades and improvements
  • Ensures all data entry, storage and output complies with legal regulations
  • Configure, monitor and maintain email applications and virus protection software
  • Maintain an inventory of parts for emergency repairs
  • Establish and perform data backups and disaster recovery operations

    Databases

    • Management and maintenance of two integrated Salesforce database systems
    • Maintains database results by setting and enforcing standards and controls
    • Maintains database performance by troubleshooting problems
    • Monitoring data entry procedures
    • Modifies and builds databases as required
    • Create complex query definitions that allow data to be extracted
    • Train personnel as directed by OOM or PD in how to input and extract data

      Protected Information Security
      • Ensures that electronic versions of personal information are only stored on servers that are reasonably password protected
      • Regularly reviews network server logs for any possible electronic security breach
      • Coordinates disposal of records and databases with the Administrative Assistant as outlined in the EOHHS contract including paper records containing personal information as directed in a cross-cut shredder or via an outside shredding service and reports on said destruction to EOHHS as required
      • Coordinates with the Administrative Assistant to ensure that terminated employees who had access to personal information
        • Employee computer access passwords will be disabled upon termination
        • Physical access to any documents or resources containing personal information will be immediately discontinued
        • Ensures and records that terminated employees surrender all keys, IDs, access codes or badges, business cards, and the like, that permit access to DPC’s and 's premises or information
        • Ensures that terminated employee's remote electronic access to personal information is disabled; his/her voicemail access, e-mail access, internet access, and passwords are invalidated
      • Regularly monitors access, security and handling of personal information by employees
      • Records of any and every data security breach and file with the Security Plan for Protected Information
      • Maintains an accurate list of electronic and paper databases containing PI, together with a description of the various uses of the databases and reports this list to EOHHS as required
      • Compiles network security logs on a regular basis
      • Regularly monitors computer firewalls. Ensures that listed operating system patches and security updates are installed as needed to all of computers and servers
      • Is responsible for maintaining the privacy, integrity and electronic storage of personal information
      • At the direction of the Project Director and after completing the required paperwork provides Ombudsman clientele with PI as requested and submits required documentation within two business days to EOHHS
      • At the direction of the Project Director provides EOHHS with access to program data
      • Abides by the procedures and requirements to maintain privacy and confidentiality as outlined in the EOHHS contract Appendix B: Business Associates Agreement
  1. Planning
    • Upgrades hardware and software by assessing transaction processing and database options

 

Qualifications:

 

Demonstrated Competencies in the following:

  1. Experience with data analysis, reporting, and systems management
  2. Experience creating internal data practices for organizations that optimize for accuracy
  3. An ability to understand desired organizational outcomes and apply data technology to solve for organizational problems hindering success
  4. Proficiency with Salesforce including:
    • Configuring custom fields, objects, workflow rules, validation rules, etc. to continually meet the organization’s requirements
    • Configuring the organization’s security model with regards to Roles, Profiles, Permission Sets, Sharing Rules, etc. to continually meet the organization’s requirements
    • Building complex reports and custom report types
    • Performing data cleanup or deduplication tasks and troubleshooting and resolving issues
  5. An ability to manage, train and support data processes across an organization with personnel that have varying degrees of technical proficiency
  6. An ability to monitor data syncing to ensure accuracy across datasets
  7. Demonstrated ability to be a willing, able and active learner;
  8. Willingness to be taught and trained in professional skills, in workplace protocols and in topics and issues specifically relevant to mission.
  9. Well organized, ability to multi-task. prioritize and meet deadlines
  10. Excellent interpersonal, verbal, and written communication skills

 

PROFESSIONAL REQUIREMENTS 

Education

  • Bachelor’s Degree or equivalent work experience in Information Technology or a related field. 

Experience

4 years of relevant work experience including experience leading the data management for an organization or team

2 years of relevant work experience with Salesforce

  • Knowledge of IT and information security best practices and experience in risk assessment, audit, and IT security assessments.
  • Knowledge of desktop security and standards (security/networking)
  • Working knowledge of local area networks and network administration
  • Strong MS Office knowledge of current Windows Operations Systems
  • Experience working as part of a team and independently

Salesforce Certification (preferred)

 

Upon hire, the successful candidate must be cleared through the state's Criminal Offender Record Information (CORI) service




Interested Candidates should submit a cover letter and resume to:
Attn: Amy Kalogeropoulos
Disability Policy Consortium
11 Dartmouth Street, Ste. 301
Malden, MA 02148

You may also send an email with a cover letter and resume as PDF attachments to akalogeropoulos@dpcma.org with the job title in the subject line.

Only resumes accompanied by an cover letter will be considered.

The DPC encourages candidates of all backgrounds to apply. The DPC is committed to a policy of non-discrimination and equal opportunity for all applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, age, disability, veteran status, military service, genetic information, receipt of free medical care, or any other category protected under applicable federal, state, or local law.