Position Summary

The Registry of Motor Vehicles (RMV) Language Access Coordinator will ensure equal access to RMV services, programs, and activities for Limited English Proficiency (LEP) customers including deaf and hard of hearing individuals by managing language access services, the publishing of content in multiple languages, coordinating requests for onsite interpreters and providing training to RMV employees.

Duties and Responsibilities

Develop and actualize Language Access Plan (LAP) guidelines and protocols for RMV service operations as part of the overall MassDOT Language Access Plan

Create a language access road map for the RMV.Create goals for materials/content/services in target languages.Develop a catalog and prioritization of materials – forms, documents, notices – to be translated. Such a catalog will include, but not be limited to:CoNVMntent for Mass.Gov/RMV.Driver’s manual.Handouts, pamphlets, leaflets.In-office signage.RMV official notices and mailings.Development of Interactive Voice Response audio messaging.Create an online submission form to capture requisite data for managing and fulfilling requests for language assistance.Develop Service Level Agreements, SLAs, and procedures for the management and fulfillment of requests.Recommend proper resource allocation to this function and outline daily tasks for assigned resources.Establish process to advise RMV department/service delivery personnel of scheduled LEP assistance.Draft and actualize best practice guides for staff working with Limited English Proficiency customers, and interpreters, in the administration of hearings, service center transactions and road tests examinations.Write policies, procedures, and best practices for provisioning language services with a focus on timeliness of service delivery and accuracy with the goal of first contact resolution.Develop and deliver educational and training materials to RMV employees and external outreach to raise awareness of language access request procedures at the RMV.Review operational data to identify trends with demand for specific languages.Create and implement mitigation plan to address language/service gaps.Create management reports on findings, trends, and plans.Provide recommendations for marketing and informational campaigns to ensure broad audience reach with limited English proficiency.Coordinate document revisions needed to keep material up to date with RMV policies and processes.Project manage initiatives to meet timelines and expected deliverables.Author legislatively mandated report to be submitted to the legislature per Chapter 268 of the Acts of 2022.

Serve as a liaison for RMV and MassDOT team members in their delivery of services to Limited English Proficiency customers

Provide expertise, guidance, and support to ensure the delivery of optimal service to LEP customers.Audit and document existing service methods for deaf and hard of hearing and other interpreter services.Ensure all staff, and including multilingual staff, provide optimum assistance and guidance to LEP customers.Consult with Human Resources on recommended methods for attracting multilingual team members.Identify preferred language skills needed for various RMV positions.Create a solution to identify and track multilingual staff by department that could serve to help translate for customer service delivery.Conduct customer service surveys with limited English proficiency customers to determine areas for improvement.Learn RMV business processes and review customer journeys to identify any gaps in service delivery for Limited English proficiency and recommend service delivery improvements for Limited English proficiency customers.Work closely with the MassDOT Title 6 coordinator to enable RMV compliance with Title 6.Establish relationships with all RMV service channel leaders.

Manage, coordinate, and forecast needed LEP supports, including budgeting and staffing resource recommendations

Maintain, track, and organize all agency translated material and facilitate posting to Mass.Gov/RMV.Perform and/or coordinate quality control of all translated materials.Coordinate the language components of Integrated Voice Response systems, as needed.Organize, maintain, and update the LEP budget for accurate, concise, and clear reporting of expenses.Forecast resource needs and prepare annual budget allocation for language interpretation and translation contracts.Recommend technology tools that could be incorporated into service delivery to improve the journey.Issue procurements to procure foreign language services.Manage vendor performance to reach milestones.Negotiate with vendors to obtain the best prices while preserving quality of services.Create timely requisitions for all multilingual contracts and vendors.Review and approve invoices for language contracts in a timely manner.

Minimum Qualifications

Highly proficient oral and written language skills in at least two (2) languages.Ability to use computer software to create and edit documents, presentations, spreadsheets.Ability to write policies, guidelines, and procedures in a clear and concise manner.

Preferred Qualifications

Excellent skills in managing budget resources and forecasting future needs and demands.Analytical and negotiation skills.Detail-oriented.Ability to teach and train others.Ability to work independently.Ability to communicate effectively with outside vendors, legal services, and community-based organizations.Experience working with different cultures, and great sensitivity in dealing with other cultures.Compassionate and empathetic to immigrants and others with language barriers.

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.

A finalist for this position must be able to pass a comprehensive background check including a criminal record check, Department of Revenue (DOR) check, and employment references.

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.

Position Summary

The Registry of Motor Vehicles (RMV) Language Access Coordinator will ensure equal access to RMV services, programs, and activities for Limited English Proficiency (LEP) customers including deaf and hard of hearing individuals by managing language access services, the publishing of content in multiple languages, coordinating requests for onsite interpreters and providing training to RMV employees.

Duties and Responsibilities

Develop and actualize Language Access Plan (LAP) guidelines and protocols for RMV service operations as part of the overall MassDOT Language Access Plan

Create a language access road map for the RMV.Create goals for materials/content/services in target languages.Develop a catalog and prioritization of materials – forms, documents, notices – to be translated. Such a catalog will include, but not be limited to:CoNVMntent for Mass.Gov/RMV.Driver’s manual.Handouts, pamphlets, leaflets.In-office signage.RMV official notices and mailings.Development of Interactive Voice Response audio messaging.Create an online submission form to capture requisite data for managing and fulfilling requests for language assistance.Develop Service Level Agreements, SLAs, and procedures for the management and fulfillment of requests.Recommend proper resource allocation to this function and outline daily tasks for assigned resources.Establish process to advise RMV department/service delivery personnel of scheduled LEP assistance.Draft and actualize best practice guides for staff working with Limited English Proficiency customers, and interpreters, in the administration of hearings, service center transactions and road tests examinations.Write policies, procedures, and best practices for provisioning language services with a focus on timeliness of service delivery and accuracy with the goal of first contact resolution.Develop and deliver educational and training materials to RMV employees and external outreach to raise awareness of language access request procedures at the RMV.Review operational data to identify trends with demand for specific languages.Create and implement mitigation plan to address language/service gaps.Create management reports on findings, trends, and plans.Provide recommendations for marketing and informational campaigns to ensure broad audience reach with limited English proficiency.Coordinate document revisions needed to keep material up to date with RMV policies and processes.Project manage initiatives to meet timelines and expected deliverables.Author legislatively mandated report to be submitted to the legislature per Chapter 268 of the Acts of 2022.

Serve as a liaison for RMV and MassDOT team members in their delivery of services to Limited English Proficiency customers

Provide expertise, guidance, and support to ensure the delivery of optimal service to LEP customers.Audit and document existing service methods for deaf and hard of hearing and other interpreter services.Ensure all staff, and including multilingual staff, provide optimum assistance and guidance to LEP customers.Consult with Human Resources on recommended methods for attracting multilingual team members.Identify preferred language skills needed for various RMV positions.Create a solution to identify and track multilingual staff by department that could serve to help translate for customer service delivery.Conduct customer service surveys with limited English proficiency customers to determine areas for improvement.Learn RMV business processes and review customer journeys to identify any gaps in service delivery for Limited English proficiency and recommend service delivery improvements for Limited English proficiency customers.Work closely with the MassDOT Title 6 coordinator to enable RMV compliance with Title 6.Establish relationships with all RMV service channel leaders.

Manage, coordinate, and forecast needed LEP supports, including budgeting and staffing resource recommendations

Maintain, track, and organize all agency translated material and facilitate posting to Mass.Gov/RMV.Perform and/or coordinate quality control of all translated materials.Coordinate the language components of Integrated Voice Response systems, as needed.Organize, maintain, and update the LEP budget for accurate, concise, and clear reporting of expenses.Forecast resource needs and prepare annual budget allocation for language interpretation and translation contracts.Recommend technology tools that could be incorporated into service delivery to improve the journey.Issue procurements to procure foreign language services.Manage vendor performance to reach milestones.Negotiate with vendors to obtain the best prices while preserving quality of services.Create timely requisitions for all multilingual contracts and vendors.Review and approve invoices for language contracts in a timely manner.

Minimum Qualifications

Highly proficient oral and written language skills in at least two (2) languages.Ability to use computer software to create and edit documents, presentations, spreadsheets.Ability to write policies, guidelines, and procedures in a clear and concise manner.

Preferred Qualifications

Excellent skills in managing budget resources and forecasting future needs and demands.Analytical and negotiation skills.Detail-oriented.Ability to teach and train others.Ability to work independently.Ability to communicate effectively with outside vendors, legal services, and community-based organizations.Experience working with different cultures, and great sensitivity in dealing with other cultures.Compassionate and empathetic to immigrants and others with language barriers.

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.

A finalist for this position must be able to pass a comprehensive background check including a criminal record check, Department of Revenue (DOR) check, and employment references.

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.

Applicants must have at least (A) five (5) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration, or clinical management of which (B) at least one (1) year must have been in a project management, supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.

Substitutions

I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.

II. A bachelor’s degree in a related field may be substituted for two (2) years of the required (A) experience.

III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.

IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.

For questions regarding the job posting, please email the MassDOT Talent Acquisition Team at talentacquisition@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 ADA Coordinator, Lucy Bayard, at 857‐274‐1935.

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.

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.

Applicants must have at least (A) five (5) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration, or clinical management of which (B) at least one (1) year must have been in a project management, supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.

Substitutions

I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.

II. A bachelor’s degree in a related field may be substituted for two (2) years of the required (A) experience.

III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.

IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.

For questions regarding the job posting, please email the MassDOT Talent Acquisition Team at talentacquisition@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 ADA Coordinator, Lucy Bayard, at 857‐274‐1935.

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.