Office Support Specialist I

State Of Massachusetts Springfield , MA 01105

Posted 2 months ago

The Massachusetts Commission Against Discrimination (MCAD) is the independent state agency that enforces the Massachusetts anti-discrimination laws by investigating Discrimination Complaints to determine if the case may proceed to conciliation or a public hearing at the Commission. The MCAD also offers remedial and preventative training, and publishes resources online such as model policies, posters, and guides.

The MCAD is seeking a dynamic and committed individual to provide administrative support. The Office Support will maintain files and records; answer telephones; interact with the public on the telephone and in-person; prepare and mail outgoing correspondence or parcels, including serving complaints on parties; prepare correspondence, forms, files, and reports for processing, storage, or forwarding; answer inquiries/information calls, schedule intakes, review and enter complaints into the Case Management System (CMS); 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)

Duties and Responsibilities (these are a general summary and not all inclusive):

  • Compose, serve and file correspondence such as complaint service letters, information requests, meetings confirmation, etc. Serves complaints and corresponding letters and documents on parties. Provides reception support to the agency's receptionist in the Springfield office and serves as a primary receptionist when needed.

  • Answers the agency's main switchboard, routes calls, takes messages and answers questions. Provides routine information concerning agency services according to established procedures, also referred to as "information calls." Answer inquiries relative to laws, rules, regulations, policies, and procedures governing agency services.

  • Greets people at the agency's main desk. Ensures the reception area is orderly and that individuals are assisted in a timely manner.

  • Prepares standardized forms such as routing slips, 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 (CMS).

  • Locates and withdraws information from records using CMS, searching files, etc., 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, 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 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 information to be included in reports of agency activities.

  • Perform typing functions requiring the ability to produce letters and memoranda.

  • 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 WebEx.

  • Demonstrated ability to work remotely.

  • 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, shredders, or similar equipment.

  • Ability to explain the laws, rules, policies, and procedures governing assigned unit activities.

  • Ability to give written and oral instructions in a precise, understandable manner.

  • Ability to communicate effectively in verbal and written expression.

Application should include a cover letter addressed to Kenneth Callahan, Chief of Investigations.

Please no phone calls.

First consideration will be given to those applicants that apply within the first 14 days.

Office Support Specialist I:

Applicants must have at least (A) two years of full-time, or equivalent part-time, experience in administrative work experience or (B) any equivalent combination of the required experience and the substitutions below:


I. An Associate's or higher degree with a major in business administration, business management or public administration may be substituted for the required experience.

II. An Associate'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 experience.

Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

Educational substitutions will only be permitted for a maximum of two years of the required 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!

Executive Order #595: As a condition of employment, successful applicants will be required to have received COVID-19 vaccination or an approved exemption as of their start date. Details relating to demonstrating compliance with this requirement will be provided to applicants selected for employment. Applicants who receive an offer of employment who can provide documentation that the vaccine is medically contraindicated or who object to vaccination due to a sincerely held religious belief may make a request for exemption.

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.

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Office Support Specialist I

State Of Massachusetts