<p>JOB SUMMARY</p> <p>The Director of Constituent Services, under the direction of the Chief of Staff, oversees the Cannabis Control Commission's Constituent Services Department. Responsibilities will include development and management of policies, protocols, and processes for continuous improvement of workflows, program efficiency, and effective management of the Constituent Services team, in support of constituents and residents participating in its program and services. Responsibilities also include guiding the team in seeking additional resources and working with a multi-disciplinary team of external providers and other professionals to ensure Cannabis patients can achieve meaningful outcomes.</p> <p>CORE RESPONSIBILITIES</p> <ul> <li>Understands and must be able to accurately interpret and apply the Commission's laws and regulations, including but not limited to, the Medical Use of the Marijuana Program, licensing, investigation and enforcement, and badging processes, as they relate to the Constituent Services program. </li><li>Drafts departmental rules, policies, and standard operating procedures; facilitates appropriate review and approval processes through implementation and in accordance with Commission Policy on Development of Policies. </li><li>Responsible for ensuring the Commission's constituent services program reflects the highest-level of quality and integrity in its daily operations. </li><li>Builds strong patient relationships by working closely with patients, caregivers, and other Commission departments to identify and eliminate possible barriers to access to services, effective and timely registration, and badging renewal processes that align with the Medical Use of Marijuana Program goals and objectives, with Commission mission, vision, core values, and with its rules, laws, and regulations. </li><li>Establishes and ensures the highest standards of customer service for both quality and quantity of responses, and develops metrics to measure outcomes, such as patient and consumer satisfaction, staff and program performance. </li><li>Ensures compliance with Commission laws, regulations, and protocols to ensure clear communication with all constituents including patients, providers, dispensaries, Licensees, and internal and external partners as appropriate. </li><li>Coordinates and collaborates with Complaint Resolution Administrator and other divisions and departments as necessary to provide accurate information and follow-up with constituents relative to the complaint process. </li><li>Develops educational materials and guidance documents for greater access and consumer understanding and interpretation, and that align with and meet constituents' needs. </li><li>Develops relevant and appropriate resources and connects constituents to other agencies and services that add value to Constituent Services program patients and recipients. </li><li>Performs other duties and special projects assigned. </li></ul> <p>SUPERVISORY RESPONSIBILITIES</p> <ul> <li>The Director of Constituent Services is responsible for management of Constituent Services Manager and all components of the Constituent Services Program. </li></ul> <p>PROFESSIONAL EXPECTATIONS</p> <ul> <li>This role advances the Commission's reputation and brand, accurate information sharing, and a positive constituent experience. The Director is expected to: </li><li>Maintain the highest standard of personal, professional and ethical conduct and support the Commission's goals for a diverse and culturally aware workforce. </li><li>Demonstrate strong interpersonal and communication skills to effectively communicate with providers, other medical professionals, Commission leadership, staff, patients, caregivers, and other constituents. </li><li>Model behaviors that are guided by the Commission's mission, vision, and core values. </li><li>Maintain transparency and act responsibly when making decisions. </li><li>Model exceptional customer service and effective communication when interacting with internal and external consumers. </li><li>Set clear expectations around accountability while at the same time holding self-accountable. </li><li>As a member of the leadership team, foster a supportive culture that aligns with the Commission's DEIJB Initiative. </li><li>Participate in driving change that enhances program performance. </li></ul> <p>COMPETENCIES, SKILLS AND ATTRIBUTES</p> <ul> <li>Knowledge of the Commonwealth's adult and medical use cannabis laws, regulations, and protocols. </li><li>Strong written communication and customer service skills with the ability to tailor information that establishes rapport, and the ability to effectively disseminate information across the Commission and to the public. </li><li>Strong organizational and project management skills with attention to detail. </li><li>Strong computer skills (e.g., licensing and patient platforms, case management systems, Office). </li><li>Ability to use performance data to set and implement customer service standards. </li><li>Ability to resolve conflicts in a professional manner. </li><li>Ability to build constructive working relationships across diverse constituencies, characterized by a high level of acceptance, integrity, cooperation, and mutual regard. </li><li>Ability to seek opportunities to foster collaboration and innovation, achieve goals, or otherwise advance the Commission's mission. </li></ul> <p>QUALIFICATIONS AND REQUIREMENTS</p> <ul> <li>Bachelor's degree in Public Health, Healthcare Administration, Business Administration or related field from an accredited college or university; advanced degree preferred; or combination of education and experience required. </li><li>5-7 years program management experience in public service, private, or not-for-profit organizations, of which 3 years must have been in a management role. </li><li>Experience working with groups from diverse cultural and ethnic backgrounds required. </li></ul> <p>WORKING CONDITIONS:</p> <ul> <li>Physical Demands: </li><li>Must be able to lift, push, or pull up to 20 pounds. </li><li>Must tolerate sitting, standing, or walking for extended periods of time. </li><li>Must be sensitive to and can manage frequent interruptions. </li><li>Standard office environment with use of, and exposure to various office temperatures, and equipment such as computers, fax machines, copiers, etc. </li></ul> <p>SALARY RANGE: $111,216.00 - $139,020.00</p> <p>Benefits Package:</p> <p>The Commission is pleased to offer a comprehensive benefits package to its employees. The specific components and eligibility may vary based upon position classification, hours worked per week and other variables. Therefore, specific benefits for this position may be discussed as part of the interview and offer process.</p> <p>This position is non-civil service. This position is a non-exempt position.</p> <p>The overall benefits available include: paid vacation, sick and personal leave time, health, dental and vision insurance through the Commonwealth's Group Insurance, and optional pre-tax Health Savings Account plans.</p> <p>In addition, the Commission provides employees the opportunity to elect life insurance, long term disability insurance, deferred compensation savings, tuition remission and pre-tax commuter account plans, along with other programs.</p> <p>The Commission employees also participate in the Commonwealth's State Retirement Plan, which can become a defined benefit plan for those that both vest and subsequently retire from State service. Follow this link for additional retirement information: http://www.mass.gov/treasury/retirement/state-board- of-retire/.</p> <p>Commitment to Diversity:</p> <p>The Commission is committed to building a diverse staff across its entire agency and at all levels. The Commission is an equal opportunity/affirmative action employer.</p> <p>Notice of Required Background Check - Including Tax Compliance:</p> <p>The Commission requires a background check on all prospective employees as a condition of employment.</p> <p>Candidates should be aware of this requirement but should also know that such background check is not initiated until:</p> <ul> <li>A candidate is invited to a second or subsequent interview, and </li><li>The candidate has signed the Background Check Authorization Form and related releases. </li></ul> <p>This background check includes a Criminal Offender Record Information (CORI) check.</p> <p>Candidates with advanced degrees and professional licenses may have these credentials verified. Individuals other than those references provided by a candidate may be contacted in the course of completing a full background and qualification check.</p> <p>Those candidates invited to interview will be contacted by the Commission. Unfortunately, due to the anticipated high volume of applicants for this vacancy, we are unable to provide status updates to specific individuals.</p>