Receptionist, Administrative​/Clerical

An Official website of the Commonwealth of Massachusetts

Job Description - Receptionist (260006C1)

Job Description

Description

The Massachusetts Commission Against Discrimination (MCAD) is the independent state agency that enforces the Massachusetts anti-discrimination laws by investigating complaints of discrimination in employment, housing, public accommodations, and other aspects of everyday life. Pursuant to its mission to eradicate discrimination in the Commonwealth, the MCAD also offers remedial and preventative training, and publishes resources online such as model policies, posters, and guides.

The Massachusetts Commission Against Discrimination (MCAD) is seeking a dynamic and committed individual to provide receptionist support.
The Receptionist will answer telephones; interact with the public on the telephone, through electronic mail, through the Comprehensive Case Management System (CCMS), and in-person; prepare and mail outgoing correspondence or parcels, including serving complaints on parties; prepare correspondence, forms, and reports for processing, storage, or forwarding; answer inquiries/information calls, schedule intakes, review and enter complaints into CCMS ; operate standard office machines and equipment, and perform related work as assigned.

The basic purpose of this work is to provide administrative and reception support for the agency.

Please note:
This position is expected to be on-site 5 days a week (Monday to Friday)

• Answers the agency’s main switchboard, routes calls and requests for case status to appropriate staff, takes messages, and answers general questions about established agency procedures. Provides routine information concerning agency services according to established procedures, also referred to as “information calls.” Answers inquiries relative to laws, rules, regulations, policies, and procedures governing agency services.
• Composes, serves, and files correspondence such as complaint service letters, information requests, meeting confirmations, etc. Serves complaints and corresponding letters and documents on parties through CCMS or through other approved means of communication.
• Greets people at the agency’s main desk. Ensures the reception area is orderly and assists individuals in a timely, professional manner.
• Provides coverage for and otherwise assists team members with work-related duties when requested.
• Maintains MCAD approved updated information sheets to hand out or mail to parties
• Follows front desk protocols, including obtaining supervisor, manager, or security assistance with a party or constituent who requires assistance or de‑escalation.
• Prepares standardized forms such as receipts, etc., according to office procedures.
• Assists with receiving and distributing incoming mail, memoranda, packages, etc., to appropriate individuals within the assigned unit.
• Reviews and properly enters complaints into the case management system (CCMS) as assigned.
• Locates and gathers information from records using CCMS to respond to inquiries or requests by supervisor.
• Operates standard office machines and equipment requiring brief orientation for use, such as photocopiers, other copying machines, scanners, central console telephone systems, shredders, or similar equipment.
• Review forms, lists, documents, correspondence and/or complaints for accuracy and completeness.
• Perform typing functions such as typing forms, routine correspondence, envelopes, labels, index cards, etc.
• Maintain records according to established procedures to ensure accurate and complete information.
• Notify appropriate parties, orally and in writing, of information such as meetings and conferences.
• Compile statistical…