Office Support Specialist I

Job Description

The Department of Industrial Accidents (DIA) mission is to administer the Commonwealth's Workers' Compensation System and to provide prompt and fair compensation to victims of occupational injuries and illnesses, and to see that medical treatment to injured workers is provided in a timely manner while balancing the needs of employers to certain workers' compensation insurance costs.

The Office Support Specialist I provides front-line support for the Department of Industrial Accidents (DIA) by managing public inquiries, assisting visitors, and performing a wide range of administrative tasks at the main reception desk. The position serves as one of the primary points of contact for the Public Information Unit (PIU) ensuring that constituents receive accurate information regarding the Workers' Compensation processes, dispute resolution procedures, and agency operations. This role also supports the Administrative Services Unit (ASU) by coordinating document preparation, mail and supply management, and the distribution of official communications.

Duties include:

• Promptly answer phone calls; greet and assist claimants, employers, insurance, vendors, IT professionals, attorneys, and other visitors by answering general questions, providing requests for assistance, making referrals to vocational rehabilitation, conciliation, etc.
• Manage daily/monthly metrics including phone calls and visitors entering for in-office proceedings. Enter data to maintain accurate reports for administration.
• Work under the direction of the Regional Manager to ensure all office and virtual proceedings operate efficiently. Confirm office and virtual resources such as electronic equipment, multi-function machines, mailing machines, office supplies, virtual proceeding equipment and resources, and network equipment are readily available for judges' hearings and conferences, conciliations, and rehabilitation counseling sessions.
• Provide technical assistance as needed to resolve problems with office equipment that is available for public use. Assist internal and external users of DMS system, including the use of the office kiosk.
• Compose and draft correspondence, memoranda, and reports as directed.
• Perform other duties as required and assist DIA business units on an as needed basis

The incumbent will be primarily assigned to the Fall River Regional Office and will serve as back-up support to the three other DIA Regional Offices, and Boston. Therefore, the incumbent will need reliable transportation and the willingness to travel.

Mileage and parking reimbursement will be provided when travel to the regional offices is necessary.

This is an in-office position with hybrid opportunity.

Qualifications

First consideration will be given to those applicants that apply within the first 14 days.

Office Support Specialist I:

Applicants must have at least (A) two years of full-time, or equivalent part-time, experience in administrative work experience or (B) any equivalent combination of the required experience and the substitutions below:

Substitutions:

I. An Associate's or higher degree with a major in business administration, business management or public administration may be substituted for the required experience.

II. An Associate'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 experience.

Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

Educational substitutions will only be permitted for a maximum of two years of the required 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.

Client-provided location(s): Fall River, MA

Job ID: Commonwealth_of_Massachusetts-260001YW

Employment Type: FULL_TIME

Posted: 2026-04-02T18:49:21