Duties and Responsibilities

Language interpreters for Road Exams are requested from Baystate Interpreter via ATLAS through an API system. This system has been set up whereby requests are sent to Baystate via ATLAS automatically when entered. Requests are made daily, 14 days in advance of the scheduled road test. Daily tasks include:

Requesting interpreters via the API system in ATLAS: Approximately 300 customers /day (daily time requirement 1 ½ - 2 hours).

Requests are to be made according to procedures set up

Single assignments.Blocked Assignments.RMV RTE designated assignments in various locations based on language skill availability. noted.Requests for in person Permit Exams in Service Centers (daily time requirement will vary based on need).Coordinate with Manager/Supervisor of Service Center to set date/time for exam.Communicate with Customer.Date scheduled.Interpreter confirmation.Request interpreter from Baystate.Requests made on Baystate portal.Monitor confirmation, sending notification to Customer and Service Center timely.

Additional Duties

Daily Communications between RMV Road Exam Staff and Baystate (time requirement will vary).Take daily calls from Baystate Interpreter Services if an interpreter is to be late to an assignment or has cancelled the assignment at the last minute.Timely relay that information to the Road Test Supervisory Team via the dedicated Microsoft TEAMS Channel.Act as liaison between RMV Road Exam Staff and Baystate.Field all requests for interpreter updates, late arrivals no shows, etc. from RMV Staff to Baystate.Monitor and work ‘Needs Attention’ cases (approximate daily time 2 hours).Daily monitoring and completion of the ATLAS system work items that are in the Needs Attention work queue which are generated when a customer alters their road test appointment, and they have an interpreter scheduled. These changes need to be monitored on a timely basis so that cancellations can be made timely to Baystate, and new requests added to future schedules. Approximately 25 – 30 changes/day by RMV Customers, approximately 10 interpreter changes per day from Baystate.Update ATLAS and Baystate with changes to interpreter requests at least 3 times per day, morning, afternoon, and end of day.Update ATLAS with customer changes.Email Baystate with any cancellations for appointments or individuals included in blocked appointments.Input all changes to original interpreter requests into Shared Excel Spreadsheet.Cancellations.Interpreter changes from Baystate.No interpreters Available.Maintain MassDOT WFMA Road Test Examiner Mailbox (approximately daily time ½ hour).This mailbox shows all cancellations made by the RMV and changes made by Baystate. A shared Excel Spreadsheet has been created to monitor these changes.

Based on emails sent from Baystate the spreadsheet needs to be updated with

Interpreter changes.Interpreter cancellations – both single assignment and blocked assignments.No interpreter available.For changes to future assignments, Cross reference with Shared Excel Spreadsheet to verify all changes have been made, re: Cancellations, interpreter changes etc.

End of Day Reporting to RMV Road Exam Staff

Notify RMV Road Exam Staff of any cases where Baystate was unable to schedule and interpreter for.Verify all interpreters available or update ATLAS with information from Baystate regarding No Interpreter Availability.Notify customer that RMV was unable to get an interpreter and verify if they want to keep road exam appointment or reschedule.Send report daily to Road Test Supervisory Team via the dedicated Microsoft TEAMS Channel.Update Interpreter Spreadsheet accordingly.Reporting.Contact Alison Falk/Sara Lavoie to address any questions/issues that require assistance.

Monthly reporting of interpreter statistics including but not limited to

Total number of requests per month which can be accessed through ATLAS and the Baystate Portal to capture required information.Total number of customer changes per month – Cancellations and reschedules based on spreadsheet data.Monthly check in with Road Exam senior staff to make sure that RMV RTE availability has not changed. Alert Alison Falk/Sara Lavoie of any changes in availability.If ATLAS system changes need to be made, be prepared to test changes which need to be made by the ATLAS team.Test changes made to RTE availability, by ATLAS team in Staging to ensure that all changes are appropriately made.Testing of changes to system as needed.Test the addition on new languages to ATLAS to ensure that requests are made, accepted and appropriate emails are sent to the customer.

Deaf Interpreter Request Maintenance

Requesting ASL or ASL/CDI requests as required.The Director of Alternative Access will be responsible for coordinating Permit exam dates and times with customers and submitting requests to MCDHH (MA Commission for the Deaf and Hard of Hearing).

Once requested the coordinator will be responsible for

Provide back up for confirming and reminding customers and RMV staff of upcoming appointments.Information to be provided by Director of Alternative Access.Email, call customer to remind them of appointment date/time.Email Service Center staff and/or Road Exam Staff of upcoming appointment date/time.Process cancellations as required.

Pre-Hire Process

Upon a conditional offer of employment, applicants must agree to and successfully satisfy: (i) a comprehensive name-based and fingerprint-based background check of his/her state and federal criminal history records information from all U.S. states, the District of Columbia and certain U.S. Territories and from some foreign nations; (ii) an employment reference check, and (iii) a satisfactory review of his/her driving records to be eligible for this position.

About MassDOT

The 4,000 employees of Massachusetts Department of Transportation (MassDOT) take great pride in connecting the Commonwealth’s residents and communities. MassDOT is responsible for developing, implementing, and coordinating transportation policies and projects for the Commonwealth of Massachusetts and to efficiently plan, design, construct, and maintain a safe statewide transportation system which effectively meets the transportation needs of the Commonwealth. Information about MassDOT’s inclusive culture and career opportunities can be found at mass.gov/massdot-careers.

MassDOT’s divisions include Highway, Registry of Motor Vehicles, Aeronautics, and Rail Transit. Headquarters (Planning Enterprise Services) provides business and administrative support and policy leadership for each of the four (4) divisions.  

Duties and Responsibilities

Language interpreters for Road Exams are requested from Baystate Interpreter via ATLAS through an API system. This system has been set up whereby requests are sent to Baystate via ATLAS automatically when entered. Requests are made daily, 14 days in advance of the scheduled road test. Daily tasks include:

Requesting interpreters via the API system in ATLAS: Approximately 300 customers /day (daily time requirement 1 ½ - 2 hours).

Requests are to be made according to procedures set up

Single assignments.Blocked Assignments.RMV RTE designated assignments in various locations based on language skill availability. noted.Requests for in person Permit Exams in Service Centers (daily time requirement will vary based on need).Coordinate with Manager/Supervisor of Service Center to set date/time for exam.Communicate with Customer.Date scheduled.Interpreter confirmation.Request interpreter from Baystate.Requests made on Baystate portal.Monitor confirmation, sending notification to Customer and Service Center timely.

Additional Duties

Daily Communications between RMV Road Exam Staff and Baystate (time requirement will vary).Take daily calls from Baystate Interpreter Services if an interpreter is to be late to an assignment or has cancelled the assignment at the last minute.Timely relay that information to the Road Test Supervisory Team via the dedicated Microsoft TEAMS Channel.Act as liaison between RMV Road Exam Staff and Baystate.Field all requests for interpreter updates, late arrivals no shows, etc. from RMV Staff to Baystate.Monitor and work ‘Needs Attention’ cases (approximate daily time 2 hours).Daily monitoring and completion of the ATLAS system work items that are in the Needs Attention work queue which are generated when a customer alters their road test appointment, and they have an interpreter scheduled. These changes need to be monitored on a timely basis so that cancellations can be made timely to Baystate, and new requests added to future schedules. Approximately 25 – 30 changes/day by RMV Customers, approximately 10 interpreter changes per day from Baystate.Update ATLAS and Baystate with changes to interpreter requests at least 3 times per day, morning, afternoon, and end of day.Update ATLAS with customer changes.Email Baystate with any cancellations for appointments or individuals included in blocked appointments.Input all changes to original interpreter requests into Shared Excel Spreadsheet.Cancellations.Interpreter changes from Baystate.No interpreters Available.Maintain MassDOT WFMA Road Test Examiner Mailbox (approximately daily time ½ hour).This mailbox shows all cancellations made by the RMV and changes made by Baystate. A shared Excel Spreadsheet has been created to monitor these changes.

Based on emails sent from Baystate the spreadsheet needs to be updated with

Interpreter changes.Interpreter cancellations – both single assignment and blocked assignments.No interpreter available.For changes to future assignments, Cross reference with Shared Excel Spreadsheet to verify all changes have been made, re: Cancellations, interpreter changes etc.

End of Day Reporting to RMV Road Exam Staff

Notify RMV Road Exam Staff of any cases where Baystate was unable to schedule and interpreter for.Verify all interpreters available or update ATLAS with information from Baystate regarding No Interpreter Availability.Notify customer that RMV was unable to get an interpreter and verify if they want to keep road exam appointment or reschedule.Send report daily to Road Test Supervisory Team via the dedicated Microsoft TEAMS Channel.Update Interpreter Spreadsheet accordingly.Reporting.Contact Alison Falk/Sara Lavoie to address any questions/issues that require assistance.

Monthly reporting of interpreter statistics including but not limited to

Total number of requests per month which can be accessed through ATLAS and the Baystate Portal to capture required information.Total number of customer changes per month – Cancellations and reschedules based on spreadsheet data.Monthly check in with Road Exam senior staff to make sure that RMV RTE availability has not changed. Alert Alison Falk/Sara Lavoie of any changes in availability.If ATLAS system changes need to be made, be prepared to test changes which need to be made by the ATLAS team.Test changes made to RTE availability, by ATLAS team in Staging to ensure that all changes are appropriately made.Testing of changes to system as needed.Test the addition on new languages to ATLAS to ensure that requests are made, accepted and appropriate emails are sent to the customer.

Deaf Interpreter Request Maintenance

Requesting ASL or ASL/CDI requests as required.The Director of Alternative Access will be responsible for coordinating Permit exam dates and times with customers and submitting requests to MCDHH (MA Commission for the Deaf and Hard of Hearing).

Once requested the coordinator will be responsible for

Provide back up for confirming and reminding customers and RMV staff of upcoming appointments.Information to be provided by Director of Alternative Access.Email, call customer to remind them of appointment date/time.Email Service Center staff and/or Road Exam Staff of upcoming appointment date/time.Process cancellations as required.

Pre-Hire Process

Upon a conditional offer of employment, applicants must agree to and successfully satisfy: (i) a comprehensive name-based and fingerprint-based background check of his/her state and federal criminal history records information from all U.S. states, the District of Columbia and certain U.S. Territories and from some foreign nations; (ii) an employment reference check, and (iii) a satisfactory review of his/her driving records to be eligible for this position.

About MassDOT

The 4,000 employees of Massachusetts Department of Transportation (MassDOT) take great pride in connecting the Commonwealth’s residents and communities. MassDOT is responsible for developing, implementing, and coordinating transportation policies and projects for the Commonwealth of Massachusetts and to efficiently plan, design, construct, and maintain a safe statewide transportation system which effectively meets the transportation needs of the Commonwealth. Information about MassDOT’s inclusive culture and career opportunities can be found at mass.gov/massdot-careers.

MassDOT’s divisions include Highway, Registry of Motor Vehicles, Aeronautics, and Rail Transit. Headquarters (Planning Enterprise Services) provides business and administrative support and policy leadership for each of the four (4) divisions.  

Minimum Entrance Requirements

This requisition will remain open until filled; however, first consideration will be given to those applicants that apply within the first 14 days.

Current MassDOT employees should use their internal MassCareers account to apply.

All job applications must be submitted online through MassCareers to be considered.

Please provide a complete, accurate and current resume / application for MassDOT to review in order to determine if your submitted materials meet the minimum entrance requirements for the position.

Substitutions

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

II. A Bachelor'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.

SPECIAL REQUIREMENT: Based on assignment, possession of a current and valid Massachusetts Class D Motor Vehicle Operator's License may be required.

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

For questions regarding the job posting, please email the MassDOT Talent Acquisition Team attalentacquisition@dot.state.ma.us.For general questions regarding MassDOT, call the Human Resources Service Center at 857‐368‐4722.For a disability‐related reasonable accommodation or alternative application method, call the ADACoordinator, Lucy Bayard, at 857‐274‐1935.

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.

Minimum Entrance Requirements

This requisition will remain open until filled; however, first consideration will be given to those applicants that apply within the first 14 days.

Current MassDOT employees should use their internal MassCareers account to apply.

All job applications must be submitted online through MassCareers to be considered.

Please provide a complete, accurate and current resume / application for MassDOT to review in order to determine if your submitted materials meet the minimum entrance requirements for the position.

Substitutions

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

II. A Bachelor'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.

SPECIAL REQUIREMENT: Based on assignment, possession of a current and valid Massachusetts Class D Motor Vehicle Operator's License may be required.

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

For questions regarding the job posting, please email the MassDOT Talent Acquisition Team attalentacquisition@dot.state.ma.us.For general questions regarding MassDOT, call the Human Resources Service Center at 857‐368‐4722.For a disability‐related reasonable accommodation or alternative application method, call the ADACoordinator, Lucy Bayard, at 857‐274‐1935.

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.