The Massachusetts Rehabilitation Commission (MRC) is actively recruiting for an Information Navigator. The successful candidate is customer service oriented, a natural educator, technically savvy, and dedicated to helping diverse consumers. In a virtual office position, the Information Navigator evaluates and triages initial consumer/family contact and their indicated needs and directs consumers to the appropriate process or party. Navigators educate consumers/families on the integrated eligibility processes (MRC Connect) as well as on other MRC programs or health and human services. The ideal candidate will have a general understanding of other Massachusetts health and human services programs and be able to direct consumers to those external to MRC agencies and programs. Serving as an ambassador for the agency, assisting community members, agency representatives, and stakeholders, as well as assisting Customer Service Advisors (CSA) Information Navigators are fluent in English, although it is preferred if they have bilingual /translation experience to support consumers and MRC personnel (Spanish, Portuguese, Cantonese, etc.). This is a virtual and remote position, and teleworking may be required 90% of the time. Travel may be required 10% of the time for meeting offsite at various locations. MRC is a learning and participatory performance culture with an emphasis on high-performance teams, individual performance/contribution/impact, and engaging in activities to promote and support a program/division/agency (e.g., committee membership, Roadmap workgroup membership, presenting at Town Halls, achieving learning and performance goals). In addition, MRC is an agency committed to diversity, equity, inclusion, and racial equity, as well as innovation, transformation, and change, and creating a culture of agility, excellence, and belonging. MRC is a learning and participatory performance culture with an emphasis on high-performance teams, individual performance/contribution/impact, and engaging in activities to promote and support a program/division/agency (e.g., committee membership, Roadmap workgroup membership, presenting at Town Halls, achieving learning and performance goals). MRC is an agency committed to diversity, equity, inclusion, and racial equity, as well as innovation and transformation and change, and creating a culture of agility, excellence, and belonging. _Duties and Responsibilities (these duties are a general summary and not all-inclusive)_: · Provide all training for MRC Connect on online applications, educating referral sources on how to complete applications to programs and cross-training to temporary staff in all areas of the call center and applicant portal. · Provide Technical Assistance to Portal Users, including assistance on passwords and troubleshooting online applications to ensure a seamless consumer portal experience. · Educate referral sources on how to complete applications to programs and prepare and present to MRC Connect challenges and best practices on online applications and portal experience for consumers. · Assist CSAs with reviewing applications, outreaching applicants, scheduling appointments, completing reminder calls, and entering information into MRCIS and OnBase/One MRC Platform. · Participate in regular meetings with MRC Connect Special Projects Manager, CSAs, Eligibility Screeners other agencies to exchange information, processes, and procedures and recommend solutions to mutual problems and those presented by management. · Compile FAQs from calls and the portal to support the MRC Connect knowledge base on applications. · Monitor ongoing functionality of related Call Center activities and the applicant Portal. · Oversee applicant documentation upload into the applicant portal and attach documents to a Contact MRC request response. · Manage online applications to ensure a seamless consumer portal experience and provide technical assistance to portal users with issues such as passwords. _Required Qualifications_:/_ _/ / / · Passionate about helping applicants access MRC services by monitoring and responding to calls through the call center and the applicant portal. · Ability to understand, explain and apply the laws, rules, policies, and procedures governing assigned activities. · Ability to read, write, and comprehend the English language and able to follow written and oral instructions. · Strong time management, planning, and organizational skills. · Ability to assemble items of information in accordance with established procedures. · Knowledge and the ability to maintain standard electronic filing systems and records. · Ability to communicate effectively in oral expression, establish and maintain harmonious working relationships, and deal tactfully with others. · Provide positive insight and encourage collaboration and consistent action. · Ability to understand, explain and apply the laws, rules, policies, and procedures governing assigned unit activities. _Preferred Qualifications_: · Knowledge of the laws, rules, policies and procedures governing assigned unit activities. · Knowledge of the types and uses of agency forms, software platforms, and systems. · Knowledge of the proper telephone procedures for making and receiving agency calls. · Knowledge of the types and applications of standard electronic filing systems. · Knowledge of clerical office practices and procedures, including office record keeping, office correspondence control, the types and uses of office equipment and supplies, and business letter preparation. · Skill in operating general office machines and equipment such as computers or multifunction copiers/scanners. · Knowledge of the principles, practices, and techniques of supervision. _About the Massachusetts Rehabilitation Commission_* * MRC provides services that break down barriers and empower people with disabilities to live life on their own terms. Our programs focus on vocational rehabilitation, community living, and disability determination for federal benefit programs. We are change agents and community builders. And we put the people we serve at the heart of everything we do. We envision a Commonwealth that is open to all, where everyone can seize their true potential and contribute fully to our communities and the world. Together with stakeholders, partners, and allies, MRC collaborates, problem-solves, and innovates to bring about a better Massachusetts for everyone—one that is truly equitable, accessible, and inclusive. For more information about our agency and programs visit:www.mass.gov/mrc. _Pre-Offer Process_: A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit http://www.mass.gov/hhs/cori Education, licensure, and certifications will be verified in accordance with the Human Resources Division’s Hiring Guidelines. Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth’s website. If you require assistance with the application/interview process and would like to request an ADA accommodation, please click on the link and complete the Reasonable Accommodation Online Request Form. For questions regarding this requisition, please contact the Executive Office of Health and Human Services Human Resources at 1-800-510-4122 and select option 2. Applicants should upload a cover letterandresumefor the Information Navigator - Internal requisition. First consideration will be given to those applicants that apply within the first 14 days. Applicants must have at least (A) three years of full-time, or equivalent part-time, experience in administrative work experience or (B) any equivalent combination of the required experience and the substitutions below: Substitutions: I. An Associate's or higher degree with a major in business administration, business management or public administration may be substituted for a maximum of two years of the required experience. II. An Associate'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. Educational substitutions will only be permitted for a maximum of two years of the required experience. *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 Rehabilitation Commission *Title: *Information Navigator * Location: *Massachusetts-600 Washington Street Requisition ID: 24000687