Director of Constituent Services

JOB SUMMARY

 The Director of Constituent Services is the key contact and manager for constituent assistance for a Senator’s district. In collaboration with, and at the direction of the Senator and Chief of Staff, the Director of Constituent Services acts as a liaison with federal, state, and local entities and utilizes a variety of strategies, tools, and skills to resolve constituent problems and facilitate the delivery of public services. The Director of Constituent Services reports to the Chief of Staff. 

Salary: $50,138.00 – $66,794.00 Yearly

JOB DUTIES AND RESPONSIBILITIES

Primary Duties and Responsibilities:

• Receive and respond to constituent requests for help resolving problems or for assistance in receiving services, products, or benefits from federal, state, local or private-sector providers.
• Communicate across municipal, state, and federal agencies, advocacy groups, and local and statewide organizations to address constituent concerns and problems.
• Maintain up-to-date records and tracking of constituent contacts and casework files.
• Provide constituents with regular casework progress updates.
• Maintain relationships with legislative liaisons in federal, state, and local agencies and offices for facilitation of constituent casework.
• Attend district events and meetings with the Senator or on their behalf.
• Plan and execute district meetings and events for the Senator.
• Prepare and draft letters, citations, resolutions, and other documents for constituents and specialevents.
• Routinely report constituent workload progress, trends, issues, opportunities and problems to theSenator and Chief of Staff.

Other Duties and Responsibilities May Include:

• Coordinate delivery and presentation of citations given by the Senator.
• Research legislation and budget issues, particularly those related to constituent services inquiries.
• Perform office communications work, including, but not limited to, writing and publishing blog entries, social media posts, and mass email notices.
• Assist with general administrative duties: answering phones, ordering supplies, sorting mail.
• Train, supervise, or participate in the hiring of office staff or interns.
• Perform other duties as assigned.

MINIMUM QUALIFICATIONS

1. One to two years of college or technical school and at least 1 year of relevant experience, or any of the following combinations of education and experience:
   1. Bachelor’s degree; or
   2. At least 3 years of relevant work experience. 
   3. Basic understanding of state government operations and the legislative process.
2. Demonstrated experience and competence working with basic computerized office applications including word processing, email, spreadsheets, and social media.
3. Excellent oral and written communication skills. 
4. Temperament to communicate with a variety of personalities in a tactful, positive, and professional manner.
5.  Ability to think critically and work both independently and as part of a team. 
6. Ability to produce quality work under pressure and in a fast-paced environment.
7. Ability to maintain a flexible schedule including occasional extended hours on nights and weekends.
   

PREFERRED QUALIFICATIONS

1. Bachelor’s degree or higher and at least 1 year of relevant work experience.
2. Experience in directly relevant roles, including, but not limited to, constituent services, case management, or social work in governmental, human services, or other settings.
3. Demonstrated research, analysis writing, and communications skills in public policy, government, social/human services, or other relevant fields.

The Senate’s total compensation package features an outstanding set of state employee benefits for eligible employees which you may consider towards your overall compensation, including, but not limited to:

• 75% state-paid medical insurance premium
• Reasonable Dental and Vision Plans
• Flexible Spending Accounts and Dependent Care Assistance programs
• Low-cost basic and optional life insurance – Retirement Savings: State Employees’ Pension and a Deferred Compensation 457(b) plan
• 12 paid holidays per year and competitive Sick, Vacation, and Personal Time
• Competitive Senate-sponsored parental leave – Tuition Benefit for employees and spouses at state colleges and universities
• Long-Term Disability and Extended Illness program participation options
• Employee Assistance Programs – Professional Development and Continuing Education opportunities
• Qualified Employer for Public Service Student Loan Forgiveness Program

The Senate requires all Senate employees to have received COVID-19 vaccination or to have been approved for an exemption as a condition of employment. Finalists will be given details about how to demonstrate receipt of vaccination or request an exemption due to a sincerely held religious belief or medical reason not to be vaccinated.

The Massachusetts Senate is an Equal Opportunity and Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religious creed, national origin, ancestry, disability, gender, gender identity, sexual orientation, genetic information, pregnancy, military, and veteran status, or any other characteristic protected under applicable federal, state, or local law. Our goal is to be a workforce that is representative, at all job levels, of the diverse commonwealth we serve, and women, minorities, veterans, and persons with disabilities are strongly encouraged to apply.