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Official Title: Court Service Center Support Specialist - (Taunton)

Pay Grade: Grade 14S

Salary Range: 14S Entry Level Pay $61,711.78 to Pay Range Maximum $90,953.20

Starting Pay:: $61,711.78

Salary Notes: This position is designated as a Union position. All new hires must start at the entry level rate for this role per the collective bargaining agreement/MOA with OPEIU, Local 6. Pay may advance within the salary band according to the CBA/MOU.

Departmental Mission Statement:

The Office of Access, Diversity and Fairness (OADF) is led by the Chief Access, Diversity and Fairness Officer (CADFO) and is tasked with the overall responsibility for the Massachusetts Trial Court’s policies and practices related to access, fairness, diversity, equity, and inclusion. The following five departments report to and are supervised by the CADFO: the Office of Diversity, Equity, and Inclusion; Office of Access to Justice and the User Experience; Office of Court Services and Law Libraries; Office of Language Access and Court Records; and Office of Alternative/Online Dispute Resolution Programs.

Diversity, equity, and inclusion are essential components of dignified and respectful treatment in the Massachusetts Court system. The creation of OADF reflects the Trial Court’s commitment to ensuring that court-involved individuals, whether they are parties to a case, victims, attorneys, jurors, witnesses, self-represented litigants, visitors, or court employees, are treated with dignity and respect, and are given the information necessary to understand and navigate court systems, policies, and practices. The Office of Language Access and Court Records is responsible for providing language access to interpreters and translators, court records, and trial transcripts that support meaningful access to the administration of justice in the Trial Court. These court access services include directing the operations of the Office of Language Access (OLA), Records Management Centers (RMC), and the Office of Transcription Services (OTS).

The Court Services and Law Libraries Department is responsible for providing key court services to support the administration of justice and advance access to justice in the Trial Court. These services include the Court Service Centers, the Trial Court Law Libraries.
https://www.mass.gov/orgs/court-services-law-libraries-department

Notes: Bilingual applicants are strongly encouraged to apply.

Position Summary: Working within the Court Services and Law Libraries Department of the Office of Court Management, a Court Service Center (CSC) Support Specialist provides accurate legal information and court assistance for self-represented litigants and other members of the public to achieve better access to the Massachusetts justice system. All CSC Support Specialists use professional legal experience and knowledge of social service agencies and organizations to provide self-represented litigants with the resources they need to navigate the court system and best address their issues. This position is responsible for assisting on an array of court information, forms, resources, and referrals, through the Virtual Court Service Center and local Court Service Centers. The CSC Support Specialists also answer questions and direct self-represented litigants and members of the public to the proper court office for additional assistance as appropriate.

Supervision Received: Receives general direction from the Court Service Center Manager

Essential Functions and Responsibilities:

• Assists in the daily operations of a Court Service Center;
• Greet and triages visitors to the center and makes referrals as appropriate;
• Answers, screens, directs and places telephone calls to court users seeking assistance;
• Ensures access for limited English proficient litigants and members of the public;
• Assists self-represented litigants to gain access to Trial Court services by providing legal and procedural information;
• Provides information and explanations about a variety of court processes, court rules, official documents, and forms;
• Assists in the creation of self-help resources for self-represented court users;
• Ensures that all Court Service Center materials for legal aid, community organizations and court department resources are updated regularly, including researching new resources and information;
• Participates in regular meetings with the staff of the Court Service Center, as well as court officials from local area court divisions representing all Trial Court Departments to improve coordination and effectiveness;
• Enters data daily, ensures statistical information is accurate, and assists in the preparation of statistical reports;
• Assists the Manager and Staff Attorney with educational workshops and programs;
• Performs other related duties as required.

Job Competencies: 

Customer Service: Conducts oneself in a courteous and professional manner towards both Trial Court employees and the public.
Ethics and Values: Communicates and demonstrates the ethics and values of the Trial Court.
Mission Driven: Employees are fully committed to fulfilling the Trial Court and associated Departmental missions.
Professional Development: Employees are committed to participating in ongoing Trial Court training and educational offerings to advance their professional development. Managers are equally committed to affording those opportunities to those they supervise as scheduling permits.
Applied Knowledge: Ability to provide accurate legal information and court assistance for self-represented litigants other members of the public for improving access to justice.
Problem Solving: Accurately can assesses operational and administrative problems in the Court Service Center and develop feasible solutions.
Collaboration: Works with others cooperatively, accepts feedback, demonstrates a willingness to be a team player, and contributes to a work environment that focuses on shared departmental goals.
Communications: Excellent oral and written communication skills to maximize the effectiveness of the Court Service Center; Ability to establish and maintain effective working relationships with court officials, judges, and community resources is critical.
Continuous Learning: Demonstrates a commitment to continuously improving himself or herself through professional development.

Minimum Requirements: Education and Experience
• High School diploma or G.E.D. equivalency
• Five (5) years of related work experience
• Equivalent combinations of education and experience will be considered for meeting minimum qualifications.

Knowledge, Skills and Abilities: Knowledge of:
• Daily operations of a Court Service Center are preferred
• Ensures statistical information is accurate, and assists in the preparation of statistical reports
• Modern office equipment, including computers and applicable software
• Information and explanations about court processes, court rules, official documents, and forms
• Departmental and court policies and procedures
• Program management and operations
• Legal terminology
Skill in:
• Bilingual skills
• Organization and time management
• Leadership
• Public speaking
Ability to:
• Greet and triages visitors to the center and makes referrals as appropriate
• Answers, screens, directs and places telephone calls to court users
• Ensures access for limited English proficient litigants and members of the public
• Maintain confidentiality of information
• Communicate effectively, both orally and in writing
• Work independently and follow oral and written instructions
• Conduct community outreach and create promotional materials

Supervisory Responsibility: Knowledge of:
• Daily operations of a Court Service Center are preferred
• Ensures statistical information is accurate, and assists in the preparation of statistical reports
• Modern office equipment, including computers and applicable software
• Information and explanations about court processes, court rules, official documents, and forms
• Departmental and court policies and procedures
• Program management and operations
• Legal terminology
Skill in:
• Bilingual skills
• Organization and time management
• Leadership
• Public speaking
Ability to:
• Greet and triages visitors to the center and makes referrals as appropriate
• Answers, screens, directs and places telephone calls to court users
• Ensures access for limited English proficient litigants and members of the public
• Maintain confidentiality of information
• Communicate effectively, both orally and in writing
• Work independently and follow oral and written instructions
• Conduct community outreach and create promotional materials

Working Conditions: Work is frequently performed in office or similar indoor environments and occasionally performed in the community. Work requires frequent exposure to individuals who are hostile or irate and individuals with known violent backgrounds.

Physical Demands: This position requires sedentary work:
Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or or constantly having to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.