Ombuds Specialist

Commonwealth of Massachusetts; Boston (MA); Hybrid; USD 74,000 - 100,000; Full time

Benefits offered by this job

Hybrid work eligibility

Job summary

Commonwealth of Massachusetts is seeking an Ombuds Specialist to support the Ombuds Unit, ensuring timely, accurate, and respectful customer service across state agencies and partners. The role focuses on resolving requests, maintaining professional relationships, and tracking data for continuous service improvement.

Responsibilities include conducting interviews, preparing eligibility explanations, and ensuring accessibility of ADA services while handling confidential information with

Qualifications

• Experience in social services or related fields with strong communication skills.
• Ability to understand and apply laws, rules, and policies governing unit activities.
• Ability to analyze data, draw conclusions and provide recommendations.
• Ability to gather information from records and questions.
• Ability to prepare and use charts, graphs, and tables.
• Ability to write clear reports and convey instructions precisely.

Responsibilities

• Field and resolve requests from a variety of sources including state and local offices.
• Create and maintain professional relationships with external partners.
• Ensure clients receive services in an accurate, timely and respectful manner.
• Conduct interactive interviews using the agency’s PC-based eligibility system.
• Develop and maintain an integrated approach to customer relations and complaint management.
• Track and monitor data to enable systemic improvements and reduce program barriers.
• Prepare explanations of eligibility decisions.
• Complete administrative responsibilities accurately and timely.
• Evaluate and monitor client cases for compliance with rules and guidelines.
• Report domestic violence issues to the appropriate specialist immediately.
• Ensure clients are aware of ADA services and accommodations.
• Provide direct client services as needed.

Skills

Communication skills

Interpersonal skills

Analytical thinking

Data interpretation

Report writing

Discretion handling confidential info

Education

Bachelor's degree or higher

Tools

Electronic Document Management (EDM)

PC software

Job description

An Official website of the Commonwealth of Massachusetts

Job Description - Ombuds Specialist (26000734)

Job Description

Ombuds Specialist - ( 26000734 )

T he Department of Transitional Assistance is seeking qualified applicants for the position of Ombuds Specialist.

The responsibility of Ombuds Unit is to ensure strong customer service relationship between the United States Department of Agriculture (USDA), Governor’s office, elected officials, Executive Office of Health and Human Services (EOHHS), state agencies, key stakeholders, municipalities and towns, local office staff, vendors, advocates, recipients and the general public. The Ombuds Unit assists in ensuring that our customers have access to services in an accurate, timely, and respectful manner.

DTA attracts people passionate about public service, who love to work in a fast-paced environment, and who are committed to diversity, equity, and inclusion.

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

• Field and resolve requests from a variety of sources, including the United States Department of Agriculture (USDA), Governor’s office, elected officials, Executive Office of Health and Human Services (EOHHS), state agencies, key stakeholders, municipalities and towns, local office staff, vendors, advocates, recipients, and the public.
• Create and maintain professional relationships with external partners and key stakeholders.
• Ensure that clients receive services in an accurate, timely and respectful manner.
• Conduct interactive interviews utilizing the agency’s PC based eligibility system.
• Develop and maintain an integrated approach to customer relations including complaint management and program development that effectively focuses on continuous service improvement.
• Track and monitor data that will allow systemic improvements toward eliminating program barriers.
• Prepare and deliver explanations of eligibility decisions.
• Complete administrative responsibilities in an accurate and timely manner.
• Evaluate and monitor client cases to ensure compliance with applicable rules, regulations, and guidelines.
• Report all Domestic Violence issues to the appropriate Domestic Violence specialist immediately.
• Ensure all clients are made aware of ADA services.
• Provide direct client services, as necessary and appropriate.

Required Qualifications:

• 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 and by questioning individuals.
• Ability to assemble items of information in accordance with established procedures.
• 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 give written and oral instructions in a precise, understandable manner.
• Ability to communicate effectively in oral expression.
• Ability to deal tactfully and establish rapport with others.
• Ability to exercise discretion in handling confidential information.

Preferred Qualifications:

• Must be highly self-motivated.
• Proven ability to communicate effectively orally and in writing.
• Ability to assess and prioritize tasks, as well as plan and organize work assignments simultaneously.
• Demonstrated knowledge of all DTA benefits and services including eligibility requirements.
• Experience with Electronic Document Management (EDM) and smart coversheets.
• Demonstrates aptitude for and sensitivity in working with clients with barriers and disabilities, and the ability to implement Department policies accurately and in a timely manner.
• Demonstrates knowledge of data tracking and PC software/applications.
• Demonstrated commitment to support diverse populations.
• Ability to demonstrate problem-solving skills.
• Ability to work in a stressful, fast-paced environment.
• Given the population served, bilingual or multilingual fluency.

Qualifications

MINIMUM ENTRANCE REQUIREMENTS:

REQUIRED WORK EXPERIENCE: At least four years of full-time, or equivalent part-time, professional experience in social work or social casework, claims adjudication, job placement, recruitment, employment counseling, vocational or rehabilitation counseling, credit investigation, educational counseling, legal advocacy, or legal counseling.

SUBSTITUTIONS:

• - A bachelor's or higher degree may be substituted for two years of the required experience on the basis of two years of education for one year of experience.
• - One year of education equals 30 semester hours. Education toward a degree will be prorated on the basis of the proportion of the requirements actually completed.

LICENSES: Based on assignment, travel may be required. Those employees who elect to use a motor vehicle for travel must have a current and valid Massachusetts Motor Vehicle Operator's license or the equivalent from another state.

Agency Mission

The Department of Transitional Assistance (DTA) is the state agency responsible for administering public assistance programs to low-income residents of the Commonwealth. DTA is committed to providing a high level of service to all those in need. The mission of the Department is to assist and empower low-income individuals and families to meet their basic needs, improve their quality of life, and achieve long term economic self-sufficiency. DTA serves one out of every seven people in Massachusetts – including working families, children, elders, and people with disabilities. Our services include food and nutritional assistance, economic assistance, and employment supports.

A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit http://www.mass.gov/hhs/cori

Education, licensure and certifications will be verified in accordance with the Human Resources Division’s Hiring Guidelines.

Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth’s website.

ADA Reasonable Accommodation: If you require a reasonable accommodation with the application/interview process, please contact us at: EOHHS Candidate ADA Requests

For questions, please contact the Office of Human Resources at 1-800-510-4122 and select option #4.

Salary placement is determined by a combination of factors, including the candidate’s years of directly related experience and education, and alignment with our internal compensation structure as set forth by the Human Resources Division’s Hiring Guidelines. For all bargaining unit positions (non-management), compensation is subject to the salary provisions outlined in the applicable collective bargaining agreement and will apply to placement within the appropriate salary range.

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.

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.

Official Title : Benef Elig & Refer Soc Wrk (C)

Job

Community and Social Services

Agency

Department of Transitional Assistance

Schedule

Full-time

Shift

Day

Job Posting

Oct 21, 2026, 7:15:50 PM

Number of Openings

2

Salary

73,555.04 - 99,932.82 Yearly

If you have Diversity, Affirmmative Action or Equal Employment Opportunity questions or need a Reasonable Accommodation, please contact Diversity Officer / ADA Coordinator : Natasha Lugo [e-mail] - 8572830119

Bargaining Unit : 08-SEIU - Local 509 - Social/Rehabilitation

Confidential : No

Potentially Eligible for a Hybrid Work Schedule : Yes