Courthouse Information Representative - Worcester

Official Title: Courthouse Information Representative - Worcester

Pay Grade: Grade 4

Salary Range: Entry Level Pay: $20.57 per hour to Pay Range Maximum $27.56 per hour

Salary Notes: This position is designated as a Union position. All new hires must start at the entry level rate for this role per the collective bargaining agreement/MOA with OPEIU, Local 6. Pay may advance within the salary band according to the CBA/MOU.

Departmental Mission Statement: The Trial Court is committed to:

• the fair and impartial administration of justice;
• protection of constitutional and statutory rights and liberties;
• equal access to justice for all in a safe and dignified environment;
• efficient, effective, and accountable resolution of disputes;
• prompt and courteous service to the public by committed and dedicated professional utilizing best practices in a manner that inspires public trust and confidence.


MISSION STATEMENT OF THE COURTHOUSE INFORMATION REPRESENTATIVE

• Upholding the Mission Statement of the Massachusetts Trial Court while;
• ensuring interactions with Court users are conducted in a welcoming, professional, and inclusive manner.

Notes:

• This position will not exceed 18.5 hours per week, and therefore is not eligible for Medical insurance through the Group Insurance Commission.  Per the Collective Bargaining Agreement with O.P.E.I Union, Local 6, the incumbent will be eligible for prorated vacation and personal time and Dental and Vision insurance provided by Local 6.

• This position will work out of Worcester Trial Court, Worcester, MA 01608

• Bi lingual preferred.

Position Summary: If you enjoy meeting and helping others, consider becoming a Courthouse Information Representative. Joining the Trial Court as a Courthouse Information Representative allows you to practice and utilize your skills in communication, direction, and social engagement to support the Court’s mission to advance its access to justice efforts.

Supervision Received: Work is performed under the guidance and supervision of a Department Head.

Essential Functions and Responsibilities:

• Welcome and guide court users as they navigate the courthouse.
• Meet and greet court users.
• Maintain and submit a monthly record of court visitor interactions, which includes detailing inquiry categories, services requested, and languages used.
• Assist court users regarding non-legal questions including but not limited to wayfinding and assisting with navigating the court facility.
• Offers verbal guidance to help them locate their destination within the facility.
• Courthouse Information Representatives also provide information about the court’s layout, amenities.
• Respond to other general, non-legal court user questions.
• Performs related tasks as required.

Job Competencies: 

Ethics and Values: Communicates and demonstrates the ethics and values of the Trial Court.
Mission Driven: Employees are fully committed to fulfilling the Trial Court and associated Departmental missions.
Customer Service: Conducts oneself in a courteous and professional manner towards both Trial Court employees and the public.
Applied Knowledge: Skillfully applies knowledge and skills to successfully greet and inform court users.
Commitment to Diversity: Promotes an environment of diversity through understanding, respect, and positive communication with persons of varied racial, ethnic, economic, and cultural backgrounds.

Minimum Requirements: Candidates must be least 18 years of age.
• Be able to communicate comfortably with a variety of individuals and cultures.
• Be willing and motivated to learn about the court facility.
• Be reliable and punctual.
• Be available to work a maximum of 18.50 hours per week.
• Have a genuine interest in helping others.
• Demonstrated ability to work well with others in a professional setting, including court users, judges, managers, and court staff.

Knowledge, Skills and Abilities: Knowledge of:
• Courthouse operations
• Departmental and court policies and procedures.
Skill in:
• Customer service.
• Communications.
Ability to:
• Establish effective working relationships with others.
• Communicate effectively
• Work independently and follow oral and written instructions.

Supervisory Responsibility: This position has no supervisory responsibilities.

Working Conditions: Work is frequently performed in office or similar indoor environments.

Physical Demands: This position requires sedentary work:
Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects, including the human body.