Program Coordinator II - Outreach - CSS Headquarters

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Department of Revenue/Child Support Services Division

Agency Overview

The Department of Revenue''s core mission is to collect the revenues required to support the business of the Commonwealth, to make a difference in the lives of children by partnering with parents and caregivers, and to assist Massachusetts cities and towns in sound and efficient fiscal management.

Our vision is to conduct our operations in a manner that inspires public confidence in government by administering and enforcing tax, child support and municipal finance laws in ways that are innovative, customer-focused and transparent.

Division Overview

The mission of DOR''s Child Support Services Division is to enhance the well-being of children by partnering with parents and caregivers to meet the financial needs of the family. Effective child support services are an essential part of the larger effort by the Commonwealth and the federal government to promote families' economic self-sufficiency.

DOR/CSS's core functions are to establish parentage, and establish, enforce and modify child support and health insurance orders. Much of our success depends on collaborations with a wide variety of state agencies and private entities.

Outreach Vision

The child support program, in Massachusetts and across the country, has evolved over many years from a program focused on welfare cost recovery and strong enforcement to a more family-centered program that offers support to both parents to ensure the whole family has the financial support they need. As the child support program evolves into a more family-centered program, outreach and engagement are critical. The child support program plays an important role in supporting families in achieving and maintaining financial stability and economic mobility. It is vitally important that families who can benefit from our services know about our services and the benefits that child support can provide to their family. It is also important that the program supports parents in meeting their obligations. All too often, barriers prevent families from accessing child support services or satisfying child support obligations. By increasing outreach and engagement the program can remove some of those barriers. DOR/CSS has created a Five-Year Outreach Strategy to establish a long-term plan to move the program to a purposeful outreach model that is sustainable and scalable. A key part of DOR/CSS's outreach will focus on rebranding/reimaging and marketing our services with a focus on positive messaging that highlights the benefits of our program. The implementation of DOR/CSS's Outreach Strategy is a major priority for the agency this current fiscal year.

Child Support Services Division

Program Coordinator II

Outreach Coordinator

CSS Headquarters - Boston Location

Position Description

The Massachusetts Department of Revenue's Child Support Services Division is seeking a Program Coordinator II to participate in the Division's Outreach Team and assist the Outreach Lead with outreach activities in its Headquarters office located in Boston. The position is included in DOR/CSS's hybrid work model as described in the following paragraph.

DOR/CSS utilizes a hybrid work model where employees work both in-office and remotely, depending on operational needs. Candidates must ensure they have the appropriate work environment for telework, including but not limited to, connectivity, and resource access to conduct their job duties while remote. Candidates will be required to travel to offices and other centralized locations as well as outreach events throughout the state. Candidates must be able to be supervised remotely and must be able to work effectively in an isolated setting. Candidates must be organized, highly disciplined, conscientious, motivated, and committed to utilizing identified tools for successfully performing in a remote setting. Candidates must be available to travel to their officially designated work location with as little notice as the same workday should an exigent circumstance arise.

The Program Coordinator II will work closely with the Outreach Lead to coordinate the implementation of our Outreach Strategy and actively participate in the agency's outreach activities. The Program Coordinator II will conduct project management activities, effectively communicate details of the implementation to the Outreach Lead, management, staff and external stakeholders, provide input into decision-making regarding marketing DOR/CSS services and develop written materials as needed. The Program Coordinator II will collaborate closely with other CSS teams and build relationships with our key stakeholders.

Under the direction of the Office of the DOR/CSS Deputy Commissioner and the Outreach Lead, core responsibilities include:

• Coordinate and monitor CSS outreach campaigns and activities to ensure efficient and effective operations and compliance with established standards.
• Confer with the Outreach Lead and CSS management staff and other agency personnel to assess outreach activities, determine outreach requirements and resources and materials needed and develop criteria and standards for evaluation of outreach activities.
• Contributes to the design and development of metrics and other materials needed to evaluate outreach activities in order to determine progress and effectiveness and to make recommendations concerning changes as needed. Assist in the development and implementation of standards to be used in program monitoring and/or evaluation.
• Collaborate with the Outreach Lead to analyze data concerning outreach campaigns, events and other outreach activities to determine progress and effectiveness, to make recommendations for changes in approach, procedures, guidelines, etc. and to devise methods of accomplishing outreach objectives.
• Provide resources, materials and training to CSS outreach staff and volunteers to support CSS's outreach campaigns and events.
• Develop and implement procedures and guidelines to accomplish outreach program objectives and goals.
• Provide assistance and guidance to CSS staff and respond to inquiries concerning CSS outreach activities.
• Develop and maintain relationships with various private, local, state and federal agencies and others to communicate CSS messaging, obtain key information, determine approaches to collaboration and/or to resolve problems.
• Develop and maintain reports on status and effectiveness of outreach activities.
• Support use of social media and distribution of non-electronic notices and materials.
• Works with the Outreach Lead to identify creative messaging to advertise benefits to potential customers.
• Collaborate with the Outreach Lead in working with DOR Publishing to place targeted ads across designated social platforms and build out monthly content across all platforms.
• Participate in the development and implementation of communication strategies to deliver concise information to DOR/CSS customers.
• Assist in developing graphics, illustrations, and other creative materials including videos, infographics, posters, presentations, etc.
• Provide input and feedback on marketing and rebranding the DOR/CSS program and ongoing communication and outreach strategies.
• Performs related duties such as attending meetings and conferences, maintaining records, and preparing reports.

'',''!*!

Department of Revenue/Child Support Services Division

Agency Overview

The Department of Revenue''s core mission is to collect the revenues required to support the business of the Commonwealth, to make a difference in the lives of children by partnering with parents and caregivers, and to assist Massachusetts cities and towns in sound and efficient fiscal management.

Our vision is to conduct our operations in a manner that inspires public confidence in government by administering and enforcing tax, child support and municipal finance laws in ways that are innovative, customer-focused and transparent.

Division Overview

The mission of DOR''s Child Support Services Division is to enhance the well-being of children by partnering with parents and caregivers to meet the financial needs of the family. Effective child support services are an essential part of the larger effort by the Commonwealth and the federal government to promote families' economic self-sufficiency.

DOR/CSS's core functions are to establish parentage, and establish, enforce and modify child support and health insurance orders. Much of our success depends on collaborations with a wide variety of state agencies and private entities.

Outreach Vision

The child support program, in Massachusetts and across the country, has evolved over many years from a program focused on welfare cost recovery and strong enforcement to a more family-centered program that offers support to both parents to ensure the whole family has the financial support they need. As the child support program evolves into a more family-centered program, outreach and engagement are critical. The child support program plays an important role in supporting families in achieving and maintaining financial stability and economic mobility. It is vitally important that families who can benefit from our services know about our services and the benefits that child support can provide to their family. It is also important that the program supports parents in meeting their obligations. All too often, barriers prevent families from accessing child support services or satisfying child support obligations. By increasing outreach and engagement the program can remove some of those barriers. DOR/CSS has created a Five-Year Outreach Strategy to establish a long-term plan to move the program to a purposeful outreach model that is sustainable and scalable. A key part of DOR/CSS's outreach will focus on rebranding/reimaging and marketing our services with a focus on positive messaging that highlights the benefits of our program. The implementation of DOR/CSS's Outreach Strategy is a major priority for the agency this current fiscal year.

Child Support Services Division

Program Coordinator II

Outreach Coordinator

CSS Headquarters - Boston Location

Position Description

The Massachusetts Department of Revenue's Child Support Services Division is seeking a Program Coordinator II to participate in the Division's Outreach Team and assist the Outreach Lead with outreach activities in its Headquarters office located in Boston. The position is included in DOR/CSS's hybrid work model as described in the following paragraph.

DOR/CSS utilizes a hybrid work model where employees work both in-office and remotely, depending on operational needs. Candidates must ensure they have the appropriate work environment for telework, including but not limited to, connectivity, and resource access to conduct their job duties while remote. Candidates will be required to travel to offices and other centralized locations as well as outreach events throughout the state. Candidates must be able to be supervised remotely and must be able to work effectively in an isolated setting. Candidates must be organized, highly disciplined, conscientious, motivated, and committed to utilizing identified tools for successfully performing in a remote setting. Candidates must be available to travel to their officially designated work location with as little notice as the same workday should an exigent circumstance arise.

The Program Coordinator II will work closely with the Outreach Lead to coordinate the implementation of our Outreach Strategy and actively participate in the agency's outreach activities. The Program Coordinator II will conduct project management activities, effectively communicate details of the implementation to the Outreach Lead, management, staff and external stakeholders, provide input into decision-making regarding marketing DOR/CSS services and develop written materials as needed. The Program Coordinator II will collaborate closely with other CSS teams and build relationships with our key stakeholders.

Under the direction of the Office of the DOR/CSS Deputy Commissioner and the Outreach Lead, core responsibilities include:

• Coordinate and monitor CSS outreach campaigns and activities to ensure efficient and effective operations and compliance with established standards.
• Confer with the Outreach Lead and CSS management staff and other agency personnel to assess outreach activities, determine outreach requirements and resources and materials needed and develop criteria and standards for evaluation of outreach activities.
• Contributes to the design and development of metrics and other materials needed to evaluate outreach activities in order to determine progress and effectiveness and to make recommendations concerning changes as needed. Assist in the development and implementation of standards to be used in program monitoring and/or evaluation.
• Collaborate with the Outreach Lead to analyze data concerning outreach campaigns, events and other outreach activities to determine progress and effectiveness, to make recommendations for changes in approach, procedures, guidelines, etc. and to devise methods of accomplishing outreach objectives.
• Provide resources, materials and training to CSS outreach staff and volunteers to support CSS's outreach campaigns and events.
• Develop and implement procedures and guidelines to accomplish outreach program objectives and goals.
• Provide assistance and guidance to CSS staff and respond to inquiries concerning CSS outreach activities.
• Develop and maintain relationships with various private, local, state and federal agencies and others to communicate CSS messaging, obtain key information, determine approaches to collaboration and/or to resolve problems.
• Develop and maintain reports on status and effectiveness of outreach activities.
• Support use of social media and distribution of non-electronic notices and materials.
• Works with the Outreach Lead to identify creative messaging to advertise benefits to potential customers.
• Collaborate with the Outreach Lead in working with DOR Publishing to place targeted ads across designated social platforms and build out monthly content across all platforms.
• Participate in the development and implementation of communication strategies to deliver concise information to DOR/CSS customers.
• Assist in developing graphics, illustrations, and other creative materials including videos, infographics, posters, presentations, etc.
• Provide input and feedback on marketing and rebranding the DOR/CSS program and ongoing communication and outreach strategies.
• Performs related duties such as attending meetings and conferences, maintaining records, and preparing reports.

'',''!*!

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

MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) three 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, or (B) 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 experience.*

II. A Graduate degree with a major in business administration, business management or public administration may be substituted for the required 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 experience.*

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

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.

'',''!*!

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

MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) three 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, or (B) 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 experience.*

II. A Graduate degree with a major in business administration, business management or public administration may be substituted for the required 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 experience.*

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

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.

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