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Program Coordinator III – Benefit Operations Coordinator The Program Coordinator III oversees all aspects of the Family and Medical Leave Program relating to claims application processing. This includes managing the overall activities and functions of the claimant application process by ensuring timely review and delivery of application outcomes, develop tracking and reporting procedures and conduct data analysis of service delivery. The Program Coordinator III will plan, implement, and maintain processes both internal and external to our claims management system that are compliant with state laws and regulations and are consistent with agency policies. The Program Coordinator III will report to and work closely with the DFML Senior Manager of Operations and Program Integrity, as well as with external and internal stakeholders, to develop policies, procedures and training to deliver a considerate and uncomplicated customer service experience for employees and the employer community. The Program Coordinator III will supervise a team of DFML agents and must be capable of forecasting issues and necessary corrective actions associated with the DFML application process. Demonstrated experience in forecasting issues in the process before they arise is preferred. The Program Coordinator III will develop in collaboration with others, resolutions associated with any issues forecasted. Who we are: DFML's mission is to implement and run the Commonwealth's Paid Family & Medical Leave program that provides income support to Massachusetts workers and their families during significant life events while serving as a partner to employers to deliver program integrity. Responsibilities: 1. Oversees research, investigation, processing, and resolution of Paid Family Medical Leave applications. 2. Develops and documents business processes to handle constituent inquiries and respond to requests for information regarding DFML applications. 3. Uses collected data to provide comprehensive reports on PFML program specifically to senior management. 4. Recommends appropriate changes to internal and external operational procedures through written reports to improve efficiency and effectiveness 5. Provide training and direction internal employees and state agencies in developing procedures to comply with application process requirements 6. Document and execute business processes and standard operating procedures for the department. 7. Develop and implement standards to be used in monitoring and/or evaluation of DFML application processing. 8. Evaluates the efficiency of benefit application operations by compiling and analyzing data from internal and external stakeholders and line operations staff to determine needed improvements in the application process. 9. Help develop and implement program standards in accordance with legislative intent that the law has set forth. 10. Responsible for tracking timeliness of all operational staff processing including but not limited to drafting, organizing and reporting data analytics to optimize operational staff efficiency. 11. Ensures application processing times remain compliant with regulatory and statutory requirements 12. Incumbent will help put together training material and train direct operational reports, also draft policy content to be signed off on by director. 13. Make daily decisions on escalated employer and employee cases, oversee workers DFML workers who process cases. 14. Spearhead proposals for system enhancements and helps plan and develop streamlined operational processes. 15. Identify and escalate to director and upper management recommendations for improvements and what to develop within the Department’s case management system. 16. Conducts direct supervision, including performance management, work assignment and monitoring, etc. 17. Miscellaneous tasks as assigned. Why should you join DFML? · The idea of working for a "government startup" excites you. · You want to work for a place that values your contributions and ideas, moves quickly in implementing solutions, and at the same time, allows you the flexibility to have a good balance between your personal and professional life. · You will work with a dedicated team who are fueled by our mission of helping the people of the Commonwealth smoothly navigate our program during the big moments in their lives and will value you as both a coworker and as a person. We have an office in downtown Boston and have a remote work / hybrid work environment. Who you are: We're seeking candidates who have the following qualifications at hire: · Knowledge of the principles and practices of human resource management including behavioral techniques, planning, forecasting, organizational development, etc. · Knowledge of work simplification methods. · Knowledge of the methods used in the preparation of charts, graphs and tables. · Knowledge of the methods of general report writing. · Ability to understand, explain and apply the laws, rules, regulations, policies, procedures, etc. governing assigned unit activities. · Ability to analyze and determine the applicability of data, to draw conclusions and make appropriate recommendations. · Ability to gather information by examining records and documents by questioning individuals. · Ability to assemble items of information in accordance with established procedures. · Ability to determine proper format and procedure for assembling items of information. · Ability to maintain accurate records. · Ability to prepare and use charts, graphs and tables. · Ability to prepare general reports. · Ability to write concisely, to express thoughts clearly and to develop ideas in logical sequence. · Ability to follow written and oral instructions. · Ability to give written and oral instructions in a precise, understandable manner. · Ability to communicate effectively in oral expression. · Ability to supervise, including planning and assigning work according to the nature of the job to be accomplished, the capabilities of subordinates and available resources; controlling work through periodic reviews and/or evaluations; determining subordinates training needs and providing or arranging for such training; motivating subordinates to work effectively; determining the need for disciplinary action and either recommending or initiating disciplinary action. · Ability to establish rapport with others. · Ability to establish and maintain harmonious working relationships with others. · Ability to deal tactfully with others. · Ability to adjust to varying or changing situations to meet emergency or changing program requirements. · Ability to exercise sound judgment. · Ability to exercise discretion in handling confidential information. Preferred Qualifications: · Experience working in the public sector, or in health care, human resources or insurance is strongly preferred. · Proficient in Microsoft Office Suite – Word, Excel, PowerPoint and the ability to compose and format reports in these formats · Strong organizational skills and the ability to effectively manage multiple assignments, prioritize tasks, and follow through to completion · Experience composing letters, reports, documents and schedules · Effective listening and oral and written communication skills First consideration will be given to those applicants that apply within the first 14 days. MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) four years of full-time, or equivalent part-time, professional, administrative or managerial experience in business administration, business management or public administration the major duties of which involved program management, program administration, program coordination, program planning and/or program analysis, and (B) of which at least one year must have been in a supervisory capacity, or (C) any equivalent combination of the required experience and the substitutions below. Substitutions: I. A Bachelor's degree with a major in business administration, business management or public administration may be substituted for a maximum of two years of the required (A) experience.* II. A Graduate degree with a major in business administration, business management or public administration may be substituted for a maximum of three years of the required (A) experience.* III. A Bachelor'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 (A) experience. Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed. NOTE: No substitutions will be permitted for the required (B) 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: Department of Workforce Development *Title: *Program Coordinator III - Benefit Operations Coordinator Location: Massachusetts-Boston-100 Cambridge Street Requisition ID: 240006ZA