Receptionist, Administrative​/Clerical

An Official website of the Commonwealth of Massachusetts

Job Description - Receptionist (260002VA)

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

MCAD is seeking a dynamic and motivated individual to provide reception support in our Worcester office. The receptionist greets constituents at MCAD offices, provides information and assistance, answers the agency’s main telephone line, directs calls, maintains files and records, prepares and sends outgoing correspondence, creates and maintains reports, and performs related work as required. 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).

• Answer the agency’s main switchboard, route calls, take messages and answer questions; provide routine information concerning agency services according to established procedures.
• Greet and welcome guests at the front desk in a professional and friendly manner; ensure the reception area is orderly and that individuals are assisted in a timely manner.
• Compose, serve and file correspondence such as complaint service letters, information requests, meeting confirmations, etc.; serve complaints and corresponding letters and documents to parties.
• Coordinate intake scheduling and collaborate with front desk staff at satellite offices to manage the intake schedule and overflow chart; work alongside the Intake Supervisor and designated Intake Specialists to help carry out daily intake appointments.
• Receive and distribute incoming mail, memoranda, packages, and deliveries to the appropriate individuals; maintain the unit’s spreadsheet for mail‑in complaints and ensure timely and appropriate follow‑up.
• Follow front desk and other agency protocols and, when necessary, escalates issues of concern involving visiting constituents or callers to supervisors and management.
• Review and properly enter complaints into the case management system (CMS); locate and withdraw information from records using CMS, searching files, etc., to respond to inquiries or requests by supervisor.
• Operate standard office machines and equipment requiring brief orientation for use, such as photocopiers, other copying machines, scanners, file retrieval equipment, central console telephone systems, perforators, folders, shredders, or similar equipment.
• Review forms, lists, documents, correspondence and/or complaints for accuracy and completeness.
• Perform typing tasks such as producing letters, memoranda, forms, routine correspondence, envelopes, labels, 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 information to be included in reports of agency activities.
• Perform all other related duties as assigned.

• Knowledge of the English language, including spelling, word meaning, and word usage.
• Knowledge and proficiency in using Microsoft products, including Word, Outlook, and Excel.
• Experience in using database programs.
• Ability to use virtual platforms such as Zoom or Microsoft Teams.
• Ability to understand and apply the laws, rules, policies, and procedures governing assigned unit activities.
• Ability to assemble items of information in accordance with established procedures.
• Ability to maintain accurate records.
• Ability to communicate effectively in oral expression.
• Ability to deal tactfully with others.
• Skill in operating general office machines and equipment such as photocopiers, other copying machines, scanners, file retrieval equipment, central console telephone systems, perforators, folders, electric staplers,…