Client Assistance Program Advocate
Client Assistance Program Advocate
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Job Description
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System Requirements
MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) two 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 Bachelors or higher degree with a major in business administration business management or public administration may be substituted for the required experience.*
II. A Bachelors 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.
COMMONWEALTH OF MASSACHUSETTS
Job Posting: Client Assistance Program (CAP) Advocate
Pay title: Program Coordinator I (Bargaining Unit 6 NAGE)
Annual salary: $64292.54 - $66241.24 with full benefits
Hours: Full-time (37.5 hours/week)
Schedule: -office (1 Ashburton Place Boston) two days/week remote up to 3 days/week
Deadline: Applications will be reviewed starting August 27 2025.
Background
The Massachusetts Office on Disability (MOD) provides information guidance and training to help the public navigate and understand their disability-related legal rights and obligations under local state and federal laws and regulations. MOD is a dynamic state government agency with just under 20 employees that sits within the Massachusetts Executive Office for Administration and Finance (A&F).
Job duties
The CAP Advocate informs guides advocates for and represents people with disabilities who are receiving or are applying for vocational rehabilitation or independent living (VR/IL) services (clients and applicants).
This position works under the federal Client Assistance Program (CAP) grant.
Specific job duties:
- Gather facts and assist clients in defining problems and potential strategies and recourse for resolving them under the applicable regulations according to the particulars of the situation
- Determine and provide the most appropriate method of advocacy to address specific barriers to service and/or improve service delivery for clients or applicants of VR/IL of advocacy may include but are not limited to:
- Contacting a third party to address an issue of concern
- Researching
- Attending meetings with the client
- Using creativity to develop a strategy for resolving an issue
- Presenting the position of a client to a third party verbally and in writing
- Providing technical assistance
- Representing clients in administrative reviews mediations and fair hearings
- Draft case summaries and evaluations position statements and daily case note
For clients or applicants of VR/IL services public and private service providers and program administrators:
- Provide oral and written technical assistance about their responsibilities under federal and state vocational rehabilitation and independent living regulations laws and Executive Orders;
- Provide oral and written technical assistance on Title I of the Americans with Disabilities Act (ADA)
- Analyze and apply relevant regulations and laws to specific fact scenarios in vocational rehabilitation and independent living
- Develop written content on vocational rehabilitation independent living and employment rights
- Plan and participate in outreach activities throughout the state to promote the CAP program vocational rehabilitation independent living and disability-related employment rights
- Support the CAP Directors service on various bodies that promote the vocational rehabilitation and independent living rights of individuals with disabilities
- Identify issues that appear to represent a systemic barrier
- Maintain accurate records of the above prepare statistical reports and undertake special projects at the request of the CAP Director
Required qualifications
High level critical analysis skills and experience
Bachelors degree or equivalent education and professional experience ideally in an area that involves writing and complex analysis
Ability to sift through a lot of information and ask questions to get to what is really going on and the relevant facts
Ability to apply the general principles of a law or regulation to a specific situation
Resilience to handle difficult conversations
Ability to think on your feet and direct a conversation productively and respectfully
Strong research skills to find and evaluate needed information for someones situation
Ability to communicate complex and nuanced information in digestible language and to adjust your communication depending on the persons needs
Accurate and wary of misinterpretations and assumptions
Ability to develop a position in support of an individuals case and to present it to a third party
Problem solving skills and experience such as resolving demanding customer service issues and complaints
Excellent judgement for when to consult or ask questions to ensure that you never give out inappropriate guidance
Ability to work independently once trained using initiative and common sense
Ability to reflect on your work appreciate what you did well and identify areas for improvement
Intellectual curiosity and skill at learning a lot of information
Inquisitive and able to quickly assimilate concepts and apply them to the next situation
Ability to establish and maintain effective working relationships with co-workers; clients; service providers; municipal federal and state officials; and public and private program administrators
Ability to develop and conduct training
Ability to put yourself in the shoes of people on both sides of a situation and imagine their experience and concerns
Ability to maintain neutrality and diplomatically give someone the benefit of a different perspective
Ability to understand the gravity of a callers situation without subscribing unquestioningly to their version of events or approach
Ability to work independently and as part of a team
Ability to work with computers including Microsoft Office
Ability to travel (approximately 15%)
Preferred qualifications
Knowledge of benefits and services available to people with disabilities under federal state and local laws especially vocational rehabilitation and independent living services and Title I of the ADA
Skill writing concisely using Plain Language principles
Knowledge of the civil rights of people with disabilities and the relevant enforcement procedures
Fluency in ASL or other languages commonly spoken in Massachusetts
How to apply
Your application must be submitted through MassCareers. Your application must include all of the following:
Your resume and
Your response to our example scenario exercise. Please download the file and upload your responses as part of your application. Do not request edit access.
We will begin reviewing applications on August 27 2025.
Interview process
There will be two rounds of interviews:
First interview: Remote (on Zoom) with the CAP Director and Disability Rights Unit staff
Second interview: In person at the MOD office (1 Ashburton Place Boston) with the CAP Director and MODs Executive Director
Applicants may be asked to complete an additional writing exercise as part of the first or second round interview.
Benefits
Employee benefits currently include:
Hybrid work schedule: Can work remotely up to 3 days per week
Paid time off: Personal time sick time 12 observed holidays and 10 days vacation to start
Health vision and dental insurance
Generous pension plan with the ability to invest in a deferred compensation program
Diversity and reasonable accommodations
The Commonwealth is an Equal Opportunity and Affirmative Action employer. We encourage minorities veterans and people with disabilities to apply.
If you need a reasonable accommodation to participate in the application process please contact Meghan Sisk at or . Please do not contact Meghan with general questions about the position.
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Employment Type
Full-Time
