Director of Constituent Services - Office of Senator Payano

Job Description

JOB SUMMARY

The Director of Constituent Services is the key contact and manager for constituent assistance for a Senator's district. In collaboration with, and at the direction of the Senator and Chief of Staff, the Director of Constituent Services acts as a liaison with federal, state, and local entities and utilizes a variety of strategies, tools, and skills to resolve constituent problems and facilitate the delivery of public services. The Director of Constituent Services reports to the Chief of Staff.

New hires can expect a salary between $58,872 and $74,664, which will be based on related experience, education, and training.

JOB DUTIES AND RESPONSIBILITIES

Primary Duties and Responsibilities:

• Receive and respond to constituent requests for help resolving problems or for assistance in receiving services, products, or benefits from federal, state, local or private-sector providers.
• Communicate across municipal, state, and federal agencies, advocacy groups, and local and statewide organizations to address constituent concerns and problems.
• Maintain up-to-date records and tracking of constituent contacts and casework files.
• Provide constituents with regular casework progress updates.
• Maintain relationships with legislative liaisons in federal, state, and local agencies and offices for facilitation of constituent casework.
• Prepare and draft letters, citations, resolutions, and other documents for constituents and special events.
• Routinely report constituent workload progress, trends, issues, opportunities and problems to the Senator and Chief of Staff.

Other Duties and Responsibilities May Include:

• Schedule, plan, and coordinate district meetings and events, and community outreach efforts for the Senator.
• Maintain the Senator's schedule under the supervision of senior staff.
• Coordinate citations given by the Senator.
• Research legislation and budget issues.
• Assist with general administrative duties: answering phones, ordering supplies, sorting and sending mail, and monitoring the email.
• Train, supervise, or participate in the hiring of office staff or interns.
• Attend district and state house events with the Senator or on their behalf.
• Perform other duties as assigned.

Qualifications

MINIMUM QUALIFICATIONS

One to two years of college or technical school and at least 1 year of relevant experience, or any of the following combinations of education and experience:

Bachelor's degree; or

At least 3 years of relevant work experience.

Basic understanding of state government operations and the legislative process.

Demonstrated experience and competence working with basic computerized office applications including word processing, email, spreadsheets, and social media.

Excellent oral and written communication skills.

Temperament to communicate with a variety of personalities in a tactful, positive, and professional manner.

Ability to think critically and work both independently and as part of a team.

Ability to produce quality work under pressure and in a fast-paced environment.

Ability to maintain a flexible schedule including working extended hours, possibly on nights and weekends.

PREFERRED QUALIFICATIONS

Bilingual ability in Spanish.

Familiarity with the First Essex District.

The Senate's total compensation package features an outstanding set of state employee benefits for eligible employees which you may consider towards your overall compensation, including, but not limited to:

• 75% state-paid medical insurance premium
• Reasonable Dental and Vision Plans
• Flexible Spending Accounts and Dependent Care Assistance programs
• Low-cost basic and optional life insurance - Retirement Savings: State Employees' Pension and a Deferred Compensation 457(b) plan
• 12 paid holidays per year and competitive Sick, Vacation, and Personal Time
• Competitive Senate-sponsored parental leave - Tuition Benefit for employees and spouses at state colleges and universities
• Long-Term Disability and Extended Illness program participation options
• Employee Assistance Programs - Professional Development and Continuing Education opportunities
• Qualified Employer for Public Service Student Loan Forgiveness Program

The Massachusetts Senate is an Equal Opportunity and Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religious creed, national origin, ancestry, disability, gender, gender identity, sexual orientation, genetic information, pregnancy, military, and veteran status, or any other characteristic protected under applicable federal, state, or local law. Our goal is to be a workforce that is representative, at all job levels, of the diverse commonwealth we serve, and women, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

Client-provided location(s): Boston, MA

Job ID: Commonwealth_of_Massachusetts-260000SN

Employment Type: FULL_TIME

Posted: 2026-02-05T18:36:05