Program Coordinator III | Department of Family & Medical Leave DFML is looking for an organized and collaborative relationship builder to manage and coordinate all aspects of Family and Medical Leave Program exemptions, including but not limited to ensuring timely review, delivery of constituent services, and data analysis of service delivery. The Program Coordinator III oversees all aspects of the Family and Medical Leave Program relating to plan exemptions. This includes managing the overall activities and functions of the exemptions process by ensuring timely review and delivery of constituent services, develop tracking and reporting procedures and conduct data analysis of service delivery. The Program Coordinator III will plan, implement, and maintain processes that are compliant with state laws and regulations and are consistent with agency policies. The Manager must be responsive to the concerns of the employer community and other stakeholders who are required to comply with the newly enacted legislation. The Program Coordinator III will work closely with the Department of Revenue, the Director of the DFML program and the Operations Manager, as well as with external and internal stakeholders, to develop policies, procedures and training to deliver a considerate and uncomplicated customer service experience for employees and the employer community. They will help develop policy with the legal team as the program evolves with the enhancement processes. The Program Coordinator III must be capable of forecasting issues and necessary corrective actions associated with the exemptions process. Demonstrated experience in forecasting issues in the process before they arise is preferred. The Exemptions Manager will develop in collaboration with others, resolutions associated with any issues forecasted. Who we are: DFML’s mission is to implement and run the Commonwealth’s Paid Family & Medical Leave_ program that provides income support to Massachusetts workers and their families during significant life events while serving as a partner to employers to deliver program integrity. *What you’d do:* The Program Coordinator III, who reports to the Deputy Director Operations is based in Boston, MA and is responsible for the following: 1. Oversees research, investigation, negotiation, and resolution of Paid Family Medical Leave exemption applications. 2. Develops and documents business processes to handle constituent inquiries and respond to requests for information regarding exemption cases. 3. Uses collected data to provide comprehensive reports on PFML program specifically to senior management. 4. Recommends appropriate changes to internal and external exemption procedures through written reports to improve efficiency and effectiveness 5. Provide training and direction to employers and state agencies in developing procedures to comply exemption application process requirements 6. Document and execute business processes and standard operating procedures for the department. 7. Develop and implement standards to be used in monitoring and/or evaluation of DFML exemptions process. 8. Evaluates the efficiency of exemptions operations by compiling and analyzing data from internal and external stakeholders and line operations staff to determine needed improvements in exemption process. 9. Help develop and implement program standards in accordance with legislative intent that the law has set forth. 10. Serves as primary liaison with Division of insurance. 11. Responsible for ensuring timeliness of all exemption renewals process including but not limited to drafting of messaging campaigns and compiling strategic implementation plans to keep renewal periods organized and efficient. 12. Ensures private plans remain compliant with division of insurance approval process 13. Ensures surety bonds are compliant with program requirements and reconciles discrepancies with respect to applications filed with the Department with employers, carriers, sureties and brokers. 14. Incumbent will put together training material and train direct reports, also draft policy content to be signed off on by director. Train DOR & DFML exemptions staff. 15. Make daily decisions on escalated employer cases, oversee workers both seasonal DOR and DFML workers who also work cases. 16. Lead meetings with Department of Revenue regarding the process and oversee the drafting of outbound communication to employers through MassTaxConnect. 17. Spearhead proposals for system enhancements and helps plan and develop streamlined operational processes, 18. Identify and escalate to director and upper management recommendations for improvements and what to develop within MassTaxConnect with ANF. 19. Other duties, as assigned *Why should you join DFML? * * The idea of working for a “government startup” excites you * You want to work for a place that values your contributions and ideas, moves quickly in implementing solutions, and at the same time, allows you the flexibility to have a good balance between your personal and professional life * You will work with a dedicated team who are fueled by our mission of helping the people of the Commonwealth smoothly navigate our program during the big moments in their lives, and will value you as both a coworker and as a person *Who you are* We’re seeking candidates who have: * Great curiosity and judgment; motivated in pursuing/implementing better solutions when needed  * A commitment to diversity, equity, and inclusion in their work and workplace  * Flexibility and mission-driven issue spotting / problem resolution experience    * Ability to write concisely to express thoughts clearly and develop ideas in a logical sequence  * Project management experience  * Experience working in the public sector, or in health care, human resources or insurance is strongly preferred.  * Proficient in Microsoft Office Suite – Word, Excel, PowerPoint and the ability to compose and format reports in these formats  * Strong organizational skills and the ability to effectively manage multiple assignments, prioritize tasks, and follow through to completion  * Experience composing letters, reports, documents and schedules  * Effective listening and oral and written communication skills  First consideration will be given to those applicants that apply within the first 14 days. MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) four 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, and (B) of which at least one year must have been in a supervisory capacity, or (C) 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 (A) experience.* II. A Graduate degree with a major in business administration, business management or public administration may be substituted for a maximum of three years of the required (A) 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 (A) experience.* *Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed. NOTE: No substitutions will be permitted for the required (B) experience. _*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. Job: Administrative Services* *Organization: Department of Workforce Development *Title: *Program Coordinator III Location: Massachusetts-Boston-100 Cambridge Street Requisition ID: 23000DXR