Office Support Specialist I

The Department of Unemployment Assistance (DUA) administers the unemployment Insurance (UI) program which provides temporary income assistance to Massachusetts workers who are unemployed through no fault of their own and who are able to work, available for work, and looking for work and looking for a job. The appeals process for unemployment issues is governed by Massachusetts General Laws, Chapter 151A. For claimants or employers who receive unfavorable determinations, the Hearings Department is the first level of appeal. The Hearings Department conducts hearings virtually, telephonically, and in person at various locations throughout the state.

The Office Support Specialist performs administrative support functions such as preparing and analyzing correspondence, reports and other materials as needed; scanning, uploading and indexing documents into an online system. The incumbent performs other complex clerical duties requiring a considerable degree of decision in order to ensure that lower authority appeals are processed, scheduled and disposed of in accordance with DOL guidelines and “due process” considerations.

Duties include\:

• Data enters all appeals received at regional offices into online system.
• Operates personal computer (PC) with online system to produce, edit and revise daily schedules of appeals with hearing location and assigned review examiner.
• Enters data into online system to produce notices to all affected parties involved in scheduled hearings.
• Scans, uploads, and indexes correspondence including requests for reinstatement, postponement, withdrawal, and other items.
• Prepares documents for electronic or hard copy mailing.
• Elicits and documents information from parties regarding postponement requests, scheduling changes, accommodations, and related matters.
• Greets and checks in parties entering Hearing office.
• Identifies interpreter needs and completes interpreter request forms.
• Checks the accuracy of typed and printed material by using word processing spellcheck, proofreading, or editing to ensure proper form and conformance with original data and procedures.
• Operates printer to obtain hard copies of data stored on online system, network, or local PC.
• Establishes and maintains coding and filing systems for portable electronic media or computer stored documents for subsequent recovery.
• Performs related duties such as maintaining statistical data, filing, and operating photocopying machines and scanning equipment.
• Maintains and properly cares for office equipment including personal computer, printer, copy machine, tape recorder, scanner, etc.
• Answers telephone inquiries of a routine nature.
• Assists other staff in achieving department goals.
• Works cooperatively and harmoniously with other agency staff and the general public.