Virtual Court Service Center Support Specialist

Title: Virtual Court Service Center Support Specialist

Pay Grade: Grade 13

Starting Pay: $59,047.98

Departmental Mission Statement: 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 and the Trial Court Law Libraries.

Notes: This position is designated as a union position and is covered by the Collective Bargaining Agreement with O.P.E.I.U., Local 6. Candidates are encouraged to include a cover letter with their application. 
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 Virtual 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. The Virtual 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 Virtual Court Service Center Manager in performing duties in accordance with established guidelines.

Duties: Assists in the daily operations of a Virtual Court Service Center including:
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 Virtual 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 in an effort to improve coordination and effectiveness;
Enters data daily, ensures statistical information is accurate, and assists in the preparation of statistical reports;
Assists the Virtual CSC Manager and Staff Attorneys with educational workshops and programs; and
Performs other related duties as required.

Job Competencies: All applicants must be able, through the interview process, to demonstrate knowledge and understanding of the following areas:
Ethics and Values Communicates and demonstrates the ethics and values of the Massachusetts Trial Court.
Mission Understands, upholds, and communicates the Court Services and Law Libraries Department mission.
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.
Customer Service Conducts oneself in a courteous and professional manner to users of the Court Service Center. Responsive to the needs of self-represented litigants.
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.
Communication 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: These are the minimum requirements necessary to apply for the position of CSC Support Specialist:
Graduation from high school or its equivalent and (5) five years of Trial Court experience, or an equivalent combination of education and experience. Bachelor's degree with court experience is a plus;
Bilingual skills and Court Service Center experience are preferred;
Considerable knowledge and familiarity with court procedures, documents and terminology;
Considerable knowledge of the work and role of legal service providers, social service state agencies, and related community resources;
Ability to maintain effective working relationships with Judges, court officials, attorneys, court employees and the general public;
Demonstrate ability to remain responsive to local court departments and ensure multi-lingual access to court related services;
Ability to identify and resolve customer service and queuing issues experienced at the Court Service Center;
Demonstrated ability to independently initiate action, complete assignments and to handle multiple assignments simultaneously;
Knowledge of and ability to use personal computers and related business software such as Microsoft Office, Adobe Acrobat;
Exceptional skills in using multi-media techniques: social media, web-based initiatives and digital resources to access and use local resources for referrals;
Ability to reach with hands and arms, bend, crouch, climb stairs, and lift materials weighing up to 30 pounds; and
Ability to exercise judgment and to work without close supervision.