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Associate Claims Consultant – Guardian Life – Pittsfield OR Holyoke, MA -


**Please note we are seeking talent for our Pittsfield, MA office and our Holyoke, MA office**

This position is responsible for the provision of expertise in helping to fulfill contractual commitments made to policyholders by demonstrating a cultural/philosophical foundation of expeditious evaluations and fact based claim decisions, while concentrating efforts on ensuring customer satisfaction of the highest level.

Responsibilities:
This position utilizes problem solving, analytical, written and verbal communication skills to ensure timely and appropriate disability claim decisions while providing superior customer service to all internal and external customers.

Proactively develop and execute an appropriate plan of action for pending and ongoing disability claims assigned by utilizing, managing and directing appropriate resources.  Conduct timely and accurate benefit determination in accordance with policy provisions and regulatory and internal standards while providing sound customer service to all internal and external cost

verbal and written communication.

Contribute to continued enhancement of claim process, policies, procedures and systems.

Assist in the development and mentoring of Associate Claims Consultants and Claim Consultants.

Participate in various department projects.

 

Qualifications

 

Competencies/Skills:

  • Excellent verbal and written communication skills
  • Critical thinking and analytical skills
  • Demonstrated accountability and initiative for providing excellent customer service
  • Meets expectations for accuracy and quality of work
  • Must exhibit a positive attitude and remain in control during stressful situations
  • Demonstrated ability to organize, prioritize and manage multiple tasks within time expectations.
  • Demonstrated ability to remain adaptable and contribute to a work environment that seeks and recognizes continuous improvement
  • Demonstrated ability to interact with confidence while engaging in open discussions in an effort to build rapport with others
  • Demonstrated knowledge of disability products and services

Knowledge:

  • Sound knowledge of Berkshire’s products, administration and claims procedures a plus
  • Strong knowledge of PC Applications (including Microsoft Office, Cypress, etc.) 

Education and Experience:

  • Bachelor’s degree or equivalent work experience 
  • ALHC preferred 
  • Financial, medical, occupational and investigative experience  
  • Minimum of 1 year of experience in a disability claims environment or equivalent work experience required 

Other Requirements:

    • Occasional field travel
    • Please note that in addition to a current resume, the business will require a cover letter for consideration.
    • If hired for our Holyoke, MA office, you will be required to travel to Pittsfield, MA office for Claims training.

Company Overview:

The Guardian Life Insurance Company of America, currently ranked #245 on the Fortune 500, is the country’s fourth largest mutual insurer, with $5.8 billion in capital and $8 billion in total revenue in 2012. Guardian consistently scores high marks for financial strength from all four major credit rating agencies and enjoys a strong competitive position in each of its four major businesses: Individual Life, Group Insurance, Individual Disability and Retirement Solutions.

As a mutual company, Guardian is owned by its policyholders and the company’s 5,100 employees and 3,500 financial representatives are aligned with its mission to help individuals, families and small businesses achieve financial security and protection.

Guardian has earned a reputation for financial stability and an unwavering commitment to the long-term interests of its policyholders and customers. This commitment has provided a foundation for Guardian to continue to evolve and thrive for over 150 years.

#LI-GC1

 

Primary Location

: United States-Massachusetts-Berkshire Regional Office

Guardian, Associate Claims & Policy Services Call Center Representative – Pittsfield, MA

 

Responsibilities:

This position is responsible for providing excellent customer service that supports Berkshire’s and our customer’s standards for quality for all products administered by Berkshire and Guardian.

Creates the customer experience that builds loyalty and persistency by presenting our customer with high-quality tangible value-added services through a focus on attitude and accommodations of Berkshire and Guardian’s disability insurance products, services, company  operations and initiatives.

Supports Berkshire’s and our customer’s standards for service quality and time standards.  This primarily involves providing internal and external clients with courteous, prompt and accurate information relating to Berkshire’s and Guardian’s Disability Insurance products and services.

 

Serves the critical role of listening to customers and identifying needs, wants and expectations.

Provides consultation, guidance and problem resolution for fellow associates and to all internal and external customers as they relate to the various Claims and Policy Services functions and services.

 

Upholds quality assurance of associates through regular check-pointing of work.  This includes performing effective correspondence and process evaluations and providing constructive feedback to peers.

 

Performs additional assignments as required.

 

Demonstrated accountability and initiative for providing excellent customer service through demonstrated ability to listen, express empathy and concern

 

Meets expectations for accuracy and quality of work

 

Excellent verbal and written communication skills, both internal and external customer

 

Demonstrated ability to exercise good problem solving and judgment

 

Ability to become proficient with Berkshire systems (CLOAS, Tracking, Client Manger an GUI systems)

 

Must exhibit a positive attitude and remain in control during stressful situations

 

Demonstrated ability to organize, prioritize and manage multiple tasks within time expectations

 

Demonstrated ability to remain adaptable and contribute to a work environment that seeks and

recognizes continuous improvement

 

Demonstrates the confidence to take ownership and responsibility to follow-through on commitments with aim to exceed customer expectations

 

Willing to develop an expertise of disability products and services

 

Understands impact of work on the areas of the business

 

Understands how individual and unit goals support broader department and corporate goals

 

Practical knowledge of the Claims and Policy Services organization

 

 

Qualifications

 

Qualifications:

Education:

High School Diploma or Equivalent

Licensed registered agent a plus

 

Experience:

Customer Service and Insurance background preferred

 

Other:  

Bilingual in Spanish a plus

 

 

 

The Guardian Life Insurance Company of America, currently ranked #245 on the Fortune 500, is the country’s fourth largest mutual insurer with $6.1 billion in capital and $10.9 billion in total revenue in 2013. Guardian consistently scores high marks for financial strength from all four major credit rating agencies and enjoys a strong competitive position in each of its four major businesses: Individual Life, Group Insurance, Individual Disability and Retirement Solutions.

 

As a mutual company, Guardian is owned by its policyholders and the company’s 5,000 employees and 3,500 financial representatives are aligned with its mission to help individuals, families and small businesses achieve financial security and protection.

 

Guardian has earned a reputation for financial stability and an unwavering commitment to the long-term interests of its policyholders and customers. This commitment has provided a foundation for Guardian to continue to evolve and thrive for over 150 years.

 

Guardian states its aspiration in the following way: “To be the trusted mutual partner, delivering financial security how, when, and where our clients prefer.”

 

#LI-GC1

 

 

Primary Location

: United States-Massachusetts-Berkshire Regional Office

Job

: Customer Service/Client Support

Schedule

: Full-time

https://guardian.taleo.net/careersection/gl_ex/jobdetail.ftl?job=15000016&lang=en

 

Crane & Co. Process Control Technician

January 19, 2015

Process Control Technician Grade 4.  We’re looking for a Process Control Technician to join our Currency Division, based in Dalton, MA. We look for bright, hard-working people who want to be a part of a world-class organization.

The Technician is responsible for assisting in all duties defined by Process Control / Technical Services Group. This includes: preventative maintenance, trouble calls, night calls, and assisting on project work in all areas of manufacturing. This will also include the installation, maintenance, and repair of process control equipment such as: Inspection systems, Equipment valves, Machine control systems, Flow meters, Security and Fire systems, HVAC Units, ITG hardware maintenance and support, and instrument field devices.

NOTE: Due to the critical nature of this position, candidates will be required to demonstrate job related skills by means of a practical and written exam.

Responsibilities:
• Respond to all duties assigned by Supervision
• Perform and assist in routine maintenance, upkeep, and calibration of process equipment
• Installation and calibration of new equipment and implementation of projects at the direction of project manager
• Diagnose problems and perform repairs on process control equipment
• Take a lead coverage position within a mill while directing other Technicians in support effort
• Direct, train and mentor other technicians in proper execution of installation and troubleshooting activities
• Must be willing and able to work at any Company location as needed
• Respond to off-hours call-ins, work any shift arrangement and overtime as needed
• Attend in-house and external training seminars
• Maintain positive interaction with co-workers, supervisors, engineers, customers, and contribute to team efforts
• Maintain a neat and orderly work area
• Assist in routine maintenance, upkeep, and calibration of process equipment
• Assist in diagnosing problems and perform repairs on process equipment
• Qualify and accept responsibilities of position lines of progression
• Must understand all information systems associated with the daily activities of the group

Qualifications:
• High school diploma or equivalent
• Competency in mathematics
• Must keep neat and accurate records and follow written, as well as verbal, instructions
• Possess good interpersonal communication skills along with the ability to work as a team
• Working knowledge of AC / DC circuitry
• Working knowledge and experience in electronic and electrical controls
• Ability to use and maintain all test equipment e.g. (multi-meters, scopes, pneumatic and electronic calibration devices)
• Ability to setup, operate and troubleshoot pneumatic and electronic instruments and sensing devices such as control valves, RTDs, load cells, level and pressure sensors
• Ability to access and understand PLC software applications
• Working knowledge in the design and implementation of PLC/HMI applications, steam flow, and HVAC systems
• Ability to develop operational and maintenance procedures
• Competent in the use of hand and power tools
• Experience in wiring, soldering, and copper pipe sweating
• Ability to read and understand technical manuals such as P&ID and schematics
• Must be able to be on the night call-in list independently within 6 months of starting date
• Computer literacy and the ability to use PC software including Windows XP, Word, Excel
• Ability to read and draw schematics
• Must possess and maintain a valid Driver’s License and possess own transportation
Desired Qualifications:
• Understanding of papermaking
• Working knowledge of steam flow and HVAC
• Working knowledge of rigging techniques
• Working knowledge of low-pressure gas systems and natural gas fired dryers
• Working knowledge AutoCAD drafting programs

Crane offers a competitive benefits package to full-time employees, including health, dental, vision, and life insurance, a 401k match and more. Qualified candidates are invited to apply via our careers page at www.careersatcrane.com.

Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.

 

Physical Therapy Assistant/Gt. Barrington

PHYSICAL THERAPY ASSISTANT
• Great Barrington Outpatient Office: specializes in Hand-On Manual Therapy and Traditional PT
• 2 Years Work Experience Preferred but not required.
• Current MA License
• Willingness to Learn Manual Therapy
• In House Manual Therapy Training Provided
• Insurance Documentation Skills
• Per Diem Position
• Send resumes to: resume@gbptinc.com

Great Barrington Physical Therapy, Inc.
789 Main Street Suite 4
Great Barrington, MA 01230-2217
Tel: 413-528-0929 ext 12
Fax: 413-528-6123

Brien Center, many positions

The following require a HS Diploma/GED and may require additional education/experience as notated:

Certified Medical Assistant – Full-Time in Pittsfield
 In our Child and Adolescent Outpatient Program, this position is responsible for managing calls for medical staff members, scheduling client appointments, managing medical records and related information while assisting and providing general administrative support. Certification in Medical Assisting and 1 – 3 years experience required.

Community Based Recovery Facilitator/Case Worker – Part-Time in Pittsfield
 This position works as a member of a team to provide opportunities for individuals to develop skills to be used on their journey of recovery for personal growth with hope and optimism focusing on working with individuals in their pursuits of independence. 4-year degree preferred or 3-5 years human services experience.

Direct Care Specialist(s) – South 40 and Options For Youth Program – Full-Time in North Adams and Pittsfield
 These positions provide outreach to children, families and collateral contacts throughout the individual’s school, home and other community agencies. The DC Specialist(s) supervises young persons-served in the day treatment (using a group-based model for intervention) and after school programs while participating in program planning, preparation and coverage of the program. The South 40 position requires a minimum of an Associates Degree in Human Services (excluding Sociology/Criminal Justice) and one year experience with families or youth.

Direct Care Support/Recovery Facilitators and Specialists – Full-Time, Part-Time and Per-Diem in Pittsfield and North Adams
 Provides assistance in the population living with a chronic mental health condition with daily living activities, passing medications in accordance with MAP, while providing outreach as needed. Available in our Acute Services, Substance Use Disorders, Community Based Supports and Child and Adolescent Programs. All positions require 7-days, 24-hours flexibility and a driver’s license with use of an insured vehicle. A 4-year degree in Human Services or a related field OR 3-5 years Human Services experience required for Specialist positions.

Family Partner – Family Resource Center – Full-Time in Pittsfield
 The Family Partner is a staff possessing “lived-experience” as a caregiver of a youth with special needs, preferably a youth with mental health needs. This position will provide supportive services to families and parents to advocate, support, educate, coach and assist families in accomplishing their treatment goals. The Family Partner will work closely with the Child Requiring Assistance (CRA) System. Individuals with “lived-experience” as a caregiver of a youth with special needs, preferably a youth with mental health needs is required. Bachelor’s Degree preferred.

Peer Support Worker – Part-time in Pittsfield
 Assists individuals with mental health conditions and/or substance abuse and facilitates those individuals’ experience of success and satisfaction in living, learning and socializing. Individuals with “lived-experience” and in recovery from a mental health condition a requirement.

Program Assistant(s) – Per-Diem in North Adams and Pittsfield
 In our Adult Day Health Program, these positions direct recreational and physical activities, provide assistance to participants in daily living and provide rehabilitative and maintenance services according to participants care plan. 3 years of recent experience working with the elderly or chronically disabled and First Aid and CPR Certification required.
The following require a Bachelor’s Degree and may require additional education/experience as notated:

Controller – Full-Time in Pittsfield
 This position is responsible for the agency’s accounting operations. These duties include preparing all internal and external financial statements, coordinating the annual audit, developing and enforcing robust accounting control polices and ensures compliance with all related government regulation. This position requires a minimum of 5 years supervisory experience.

Outreach Case Manager – Full-Time in Pittsfield
 This position provides case management for persons-served The Continuum under the Caring Together program. The Outreach Case Manager will coordinate and collaborate with youths, families, residential treatment providers, clinicians and others regarding treatment plan development, strategies for intervention and implementation. 4-year degree in a related-field is required.

Shift Coordinator – Acute Services – Full-Time in Pittsfield
 This position is responsible for oversight of the overnight shifts at the Adult Crisis Stabilization Unit including: site operations, staffing, internal audits, compliance with external audits, staff development, consultation, supervision, documentation requirements, site beautification and participate in implementation of individual action plans for person’s served.

The following require a Master’s Degree and may require additional education/experience as notated:

Child and Adolescent In-Home Therapist(s) – Full-Time in Pittsfield
 These individuals will work as part of a dynamic team, providing In-Home Behavioral Health Services. Also completing diagnostic mental health assessment and providing treatment for youth and caregivers on an outreach basis throughout Berkshire County.

Clinical Service Coordinator I or II – Caring Together Program – Part-Time in Pittsfield
 This position provides mental health treatment and psychotherapy, case management, and treatment planning for youth and families receiving Caring Together services. Caring Together is a newly awarded contract that will provide a “Continuum” of community-based wraparound services that are designed to maintain youth within their homes and support families as their primary caregivers. Position requires independent license in social work or mental health counseling (LICSW or LMHC) OR eligibility and receipt of license within 6 months of eligibility date.

Clinicians (Social Workers/Mental Health Counselors) – Available in the following Divisions: Adult, Child and Adolescent Outpatient; Acute Services; Substance Use Disorders – Full and Part-Time and Fee-For-Service in all of Berkshire County
 These positions provide a full continuum of therapeutic and clinical services. These services are provided for children, adolescents, adults and families in a variety of settings throughout Berkshire County and include risk assessment, crisis intervention, family support and psychotherapy. All clinicians must receive license in Social Work or Mental Health Counseling within 6 months of eligibility date. Emergency Services Clinicians do not require license eligibility.

Clinician – Family Resource Center – Full-Time in Pittsfield
 This position will provide comprehensive mental health assessments including the Child/Adolescent Needs and Strengths (CANS) Assessment, short-term treatment and care planning to youth and families within the Family Resource Center. This position requires 5 years of experience working with the child/adolescent population as a licensed social worker or mental health counselor. Also, CANS Certification required within 1st week of employment.

Clinician – Structured Outpatient Addiction Program – Full-Time in North Adams
 This position is responsible for the daily operation of the Structured Outpatient Addiction Program. Responsibilities include person-served admission, participation and discharge and the implementation of the psycho-educational curriculums including group facilitation. License-eligibility (LICSW or LMHC) and experience with substance use disorders treatment required.

Medical Behavioral Health Clinician – Full-Time Pittsfield and Great Barrington
 This position will provide mental health/substance abuse assessment and counseling to adults, children and families experiencing and/or anticipating issues of adjustment to illness or issues related to change in medical condition at one or more multiple Community Health Programs sites in Berkshire County. This position requires an independent license in Social Work (LICSW).

Program Director – Substance Use Disorders – Full-Time throughout Berkshire County
 This position will direct all Substance Use Disorder Services in the Adult Outpatient Services Division. The candidate will supervise all levels of clinical staff and oversee outpatient services across a continuum of care, as well as assist in administrative oversight of substance use disorder services provided across Brien Center sites countywide. The candidate will also be responsible for monitoring and ensuring program licensing and regulatory compliance, coordination of treatment reviews and charting accuracy, conducting of performance evaluations for assigned staff, and monitoring of staff productivity and efficient delivery of services.

The following positions require a professional license or certification in the State of Massachusetts:

Registered Nurses AND/OR LPNs – Per-Diem in Pittsfield and North Adams
 Provides psychiatric nursing care, i.e., assessment, medication, education and monitoring of medication regimes and supervision of the general healthcare of residential clients. Also provides supervision for residents while assisting in daily living activities.

Opportunities Include:

 Per-Diem RNs/LPNs in our Acute Services Programs in Pittsfield
 Full-Time RN in the Adult Day Health Program in Pittsfield (Weekdays)

**We are currently accepting applications for Undergrad and Graduate Internships. Human Services Degrees including Social Work and Counseling Psychology are encouraged to apply!**

Benefits Include: Extraordinary leave time accrual, Health Insurance with an available Health Reimbursement and Savings Account; Dental; Vision; Disability and Life Insurance and Flexible Spending. Also, Competitive salary with supplemental “overflow” for outpatient clinician positions and free supervision towards licensure (where applicable).

A pre-employment CORI and RMV background check are required.
The Brien Center is an Affirmative Action/Equal Opportunity Employer

Join our team of 450+ in providing high quality support to individuals with psychiatric disabilities and substance abuse to facilitate their recovery process and to gain independence in the community.

To apply, please send cover letter and resume to:
The Brien Center
Human Resources Department or apply online at: www.briencenter.org
PO Box 4219
Pittsfield, MA 01202-4219

 

The following require a Bachelor’s Degree and may require additional education/experience as notated:

Community Based Recovery Facilitator/Case Worker – Part-Time in Pittsfield
 This position works as a member of a team to provide opportunities for individuals to develop skills to be used on their journey of recovery for personal growth with hope and optimism focusing on working with individuals in their pursuits of independence. 4-year degree preferred or 3-5 years human services experience.

Controller – Full-Time in Pittsfield
 This position is responsible for the agency’s accounting operations. These duties include preparing all internal and external financial statements, coordinating the annual audit, developing and enforcing robust accounting control polices and ensures compliance with all related government regulation. This position requires a minimum of 5 years supervisory experience.

Direct Care Specialist(s) – South 40 and Options For Youth Program – Full-Time in North Adams and Pittsfield
 These positions provide outreach to children, families and collateral contacts throughout the individual’s school, home and other community agencies. The DC Specialist(s) supervises young persons-served in the day treatment (using a group-based model for intervention) and after school programs while participating in program planning, preparation and coverage of the program. The South 40 position requires a minimum of an Associates Degree in Human Services (excluding Sociology/Criminal Justice) and one year experience with families or youth.

Family Partner – Family Resource Center – Full-Time in Pittsfield
 The Family Partner is a staff possessing “lived-experience” as a caregiver of a youth with special needs, preferably a youth with mental health needs. This position will provide supportive services to families and parents to advocate, support, educate, coach and assist families in accomplishing their treatment goals. The Family Partner will work closely with the Child Requiring Assistance (CRA) System. Individuals with “lived-experience” as a caregiver of a youth with special needs, preferably a youth with mental health needs is required.

Outreach Case Manager – Full-Time in Pittsfield
 This position provides case management for persons-served The Continuum under the Caring Together program. The Outreach Case Manager will coordinate and collaborate with youths, families, residential treatment providers, clinicians and others regarding treatment plan development, strategies for intervention and implementation. 4-year degree in a related-field is required.

Shift Coordinator – Acute Services – Full-Time in Pittsfield
 This position is responsible for oversight of the overnight shifts at the Adult Crisis Stabilization Unit including: site operations, staffing, internal audits, compliance with external audits, staff development, consultation, supervision, documentation requirements, site beautification and participate in implementation of individual action plans for person’s served.
The following require a Master’s Degree and may require additional education/experience as notated:

Child and Adolescent In-Home Therapist(s) – Full-Time in Pittsfield
 These individuals will work as part of a dynamic team, providing In-Home Behavioral Health Services. Also completing diagnostic mental health assessment and providing treatment for youth and caregivers on an outreach basis throughout Berkshire County.

Clinical Service Coordinator I or II – Caring Together Program – Part-Time in Pittsfield
 This position provides mental health treatment and psychotherapy, case management, and treatment planning for youth and families receiving Caring Together services. Caring Together is a newly awarded contract that will provide a “Continuum” of community-based wraparound services that are designed to maintain youth within their homes and support families as their primary caregivers. Position requires independent license in social work or mental health counseling (LICSW or LMHC) OR eligibility and receipt of license within 6 months of eligibility date.

Clinicians (Social Workers/Mental Health Counselors) – Available in the following Divisions: Adult, Child and Adolescent Outpatient; Acute Services; Substance Use Disorders – Full and Part-Time and Fee-For-Service in all of Berkshire County
 These positions provide a full continuum of therapeutic and clinical services. These services are provided for children, adolescents, adults and families in a variety of settings throughout Berkshire County and include risk assessment, crisis intervention, family support and psychotherapy. All clinicians must receive license in Social Work or Mental Health Counseling within 6 months of eligibility date. Emergency Services Clinicians do not require license eligibility.

Clinician – Family Resource Center – Full-Time in Pittsfield
 This position will provide comprehensive mental health assessments including the Child/Adolescent Needs and Strengths (CANS) Assessment, short-term treatment and care planning to youth and families within the Family Resource Center. This position requires 5 years of experience working with the child/adolescent population as a licensed social worker or mental health counselor. Also, CANS Certification required within 1st week of employment.

Clinician – Structured Outpatient Addiction Program – Full-Time in North Adams
 This position is responsible for the daily operation of the Structured Outpatient Addiction Program. Responsibilities include person-served admission, participation and discharge and the implementation of the psycho-educational curriculums including group facilitation. License-eligibility (LICSW or LMHC) and experience with substance use disorders treatment required.

Medical Behavioral Health Clinician – Full-Time Pittsfield and Great Barrington
 This position will provide mental health/substance abuse assessment and counseling to adults, children and families experiencing and/or anticipating issues of adjustment to illness or issues related to change in medical condition at one or more multiple Community Health Programs sites in Berkshire County. This position requires an independent license in Social Work (LICSW).

Program Director – Substance Use Disorders – Full-Time throughout Berkshire County
 This position will direct all Substance Use Disorder Services in the Adult Outpatient Services Division. The candidate will supervise all levels of clinical staff and oversee outpatient services across a continuum of care, as well as assist in administrative oversight of substance use disorder services provided across Brien Center sites countywide. The candidate will also be responsible for monitoring and ensuring program licensing and regulatory compliance, coordination of treatment reviews and charting accuracy, conducting of performance evaluations for assigned staff, and monitoring of staff productivity and efficient delivery of services.

The following positions require a professional license or certification in the State of Massachusetts:

Registered Nurses AND/OR LPNs – Per-Diem in Pittsfield and North Adams
 Provides psychiatric nursing care, i.e., assessment, medication, education and monitoring of medication regimes and supervision of the general healthcare of residential clients. Also provides supervision for residents while assisting in daily living activities.

Opportunities Include:

 Per-Diem RNs/LPNs in Pittsfield (Acute Services and Respite – All shifts needed)
 Full-Time RN in the Adult Day Health Program in Pittsfield (Weekdays)
– A pre-employment CORI and RMV background check are required
– AA/EOE

Join our team of 450+ in providing high quality support to individuals with psychiatric disabilities and substance abuse to facilitate their recovery process and to gain independence in the community.

Benefits Include: Extraordinary leave time accrual, Health Insurance with an available Health Reimbursement and Savings Account; Dental; Vision; Disability and Life Insurance and Flexible Spending. Also, Competitive salary with supplemental “overflow” for outpatient clinician positions and free supervision towards licensure (where applicable).

A pre-employment CORI and RMV background check are required.
The Brien Center is an Affirmative Action/Equal Opportunity Employer
To apply, please send cover letter and resume to:

The Brien Center
Human Resources Department or apply online at: www.briencenter.org
PO Box 4219
Pittsfield, MA 01202-4219

Relay Operators

Hamilton Relay is hiring part time Relay Operators. We are looking to fill evening positions mainly, but there are a few day time positions open as well.
At Hamilton Relay we process phone calls for the Deaf, hard of hearing, and speech disabled. We spend a great deal of time educating our staff about the Deaf and hard of hearing communities in order to help us in assisting them with their conversations. This is a great position for a student who may be looking for part time work and is also in a Human Services major.

Position title: Relay Operator

Department: Massachusetts Relay

Reports to: Relay Supervisor

Position summary: Relay TTY and Voice telephone calls.

Essential functions:

• Conveys messages of all types to TTY users from voice users and vice versa.

• Enters and reads type written text on a standard computer monitor and keyboard.

• Adheres to strict confidentiality rules and standards.

• Must be 18 years of age or older.

• Stresses quality in all work situations.

• Works a variety of shifts.

• Types accurately, keep pace with the voice party and uses proper Relay procedures.

• Adheres to and uses written procedural language.

• Relays calls in a conversational manner using voice inflection, speech patterns, tone of voice, and user intent.

• Relays correct phrasing by waiting for the TTY user to type complete sentences before voicing.

• Sees situations from the relay user point of view.

• Acts in a pleasant and patient manner at all times when dealing with relay users.

• Understands directions and information given by the relay user.

• Uses common sense approaches to handling situations.

• Gives concise and accurate information to the relay user.

• Understands all concepts, techniques and requirements of the job.

• Uses “down time” to review procedures and languages, and to construct tools to help understand and reference procedures and languages.

• Offers solutions and options when presenting problems or concerns to supervisors.

• Displays a willingness to make necessary adjustments as we change or add services to relay.

• Handles crisis and emotional upset in a professional manner.

• Resolves conflict directly, quickly and completely and discuss unpleasant issues with courtesy and tact.

Other responsibilities:

• Arrives on time to all scheduled shifts.

• Works well without constant supervision.

• Volunteers for extra hours when needed.
• Actively participates in training events including Relay Operator meetings and seminars offered by the company.

• Works well as a team member.

• Performs similar work related duties as assigned.

Education, experience and skills:

• Minimum 60 words per minute typing speed with 95% accuracy.

• Minimum requirement of a GED or Equivalency.

• Ability to read, write, speak, hear and understand English well.

• Ability to read and interpret information on a standard computer monitor.

• Proficiency with computer keyboards and terminals and a basic understanding of computer terminology.

• Strong communications skills, including verbal, written and interpersonal skills.

Cindy Roughley | Massachusetts Relay Human Resources | Hamilton Telecommunications
O: 413.395.0830 | Fax: 413.395.0836
cindy.roughley@hamiltonrelay.com