City of Boston

Constituent Services Manager (Staff Asst III)

Posted Date 3 weeks ago(11/9/2022 12:57 PM)
Req ID
2022-23558
Dept
Immigrant Advancement
Position
Regular Full-Time
Location
Boston City Hall
Salary Min
57,641.73
Salary Max
80,130.03
Union
MYO
Openings
1
Posting End Date
5/6/2023
Contact Email
paola.reyes@boston.gov

Overview:

Brief Job Description:

 

Under the direction of the Director or designee the Constituent Services Manager will assists with the daily administrative operation of the department and serves as MOIA’s intake and referral point of contact for Boston's immigrant residents.

Responsibilities:

  • Develops an effective referral system to provide resources to our immigrant residents.
  • Responds in a timely fashion to constituent calls, emails, and walk-ins; serving as the main contact for city departments and emergency referrals.
  • Effectively coordinate our bi-weekly pro-bono phone immigration consultations.
  • Coordinates the launch and implementation of Immigrants Lead Boston (ILB) Spanish Cohort.
  • Support any “pathways to status” programs (e.g. TPS Legal Assistance, Afghan Refugee, etc.).
  • Responds in a timely and effective way to all MOIA walk-ins, phone inquiries, and emails from Boston’s immigrant residents and provides follow-up when needed.
  • Responds in a timely and effective fashion to all constituent inquiries and referrals from the Mayor’s Office, 311, and other city departments.
  • Creates a system to record constituent services activity and submits bi-weekly reports to supervisor.
  • Develops knowledge and clear referral system of the services and programs of Boston’s immigrant serving organizations and relevant City of Boston departments in order to appropriately refer constituents.
  • Updates MOIA guidebook for immigrants to more easily navigate city of Boston services
  • Propose and implement any other strategic investments to improve MOIA’s constituent experience and referral system.
  • Organizes MOIA’s bi-weekly pro-bono immigration phone consultations which involves setting up appointments for 30 constituents and follow-up if needed.  
  • Supports Legal Access Coordinator with services/programs for emergent pathways to status (e.g. TPS Legal Assistance, Afghan Refugee Assistance, Central American Minor Program, etc.)
  • Alongside, Civic Engagement Coordinator, supports the launch and implementation of Immigrants Lead Boston (ILB) Spanish Cohort
  • Attends community engagement events, and resource fairs as directed.
  • Participates in regular office responsibilities, including phone coverage.
  • Coordinates, facilitates,attends and supports meetings as needed.
  • Performs related duties as required.

Minimum Entrance Qualifications:

  • Applicants must have at least three (3) years of full-time, or equivalent part-time experience in program development and implementation, community organizing efforts, case management, and/or community events. Two (2) years experience in a supervisory position preferred. Bachelor’s degree can be substituted for two years of the required experience. Master’s degree preferred. 
  • Knowledge of effective intake and referral practices and knowledge of community and government resources to assist constituents.
  • Working knowledge of Microsoft Office and Google Suite.
  • Excellent interpersonal skills.
  • Excellent written and verbal skills.
  • Detail-oriented, excellent organizational skills.
  • Ability to plan workflow and multi-task.
  • Ability to work independently and as part of a team.
  • Knowledge of the diverse immigrant communities across Boston.
  • Bilingual preferred (Spanish, Haitian Creole, Cape Verdean Creole, Chinese and Vietnamese).
  • Written and oral fluency in English and Spanish preferred (additional languages a plus).
  • Ability to work a flexible schedule to accommodate evenings and/or weekend events.
  • Ability to exercise good judgment and focus on details as required by the job.

 

 

Boston residency required.

 

Terms:

Union/SalaryPlan/Grade:

Hours per week: 35

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