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Policy and Program Development Manager

Company: State of Massachusetts
Location: Quincy
Posted on: June 6, 2021

Job Description:

The Human Services Transportation (HST) Office is seeking a qualified applicant for the position of Policy and Program Development Manager. The Policy and Program Development Manager is a key player in ensuring that the HST network provides efficient and effective transportation services. This position is crucial to ensuring that EOHHS consumers have reliable, high quality transportation to access the full spectrum of EOHHS services. More information about the HST Office can be found at www.mass.gov/hst.

The Policy and Program Development Manager reports to the Director of the HST Office, who has the lead responsibility in assuring that Human Service Transportation services are effectively designed and managed in order to maximize savings, preserve service quality and are accessible to eligible consumers.

The Policy and Program Development Manager is responsible for the development and implementation of programs, policy and regulations changes, and program goals in relation to MassHealth Transportation programs and benefits; facilitating collaborative problem solving and decision-making and participating in high level program integrity reviews.

Duties and Responsibilities (these duties are a general summary and not all inclusive:

  • Supervise one Program Coordinator and a Compliance Officer to ensure resolution of all transportation claims denials, incidents, inspections and complaints in a timely manner.
  • Responsible for collecting, analyzing, and reporting data on costs and operations, preparing annual cost and trip projections based on prior years data, identifying operational process improvement opportunities and implementation strategies.
  • Provide management guidance in the development and implementation of new transportation policies and procedures relating to the delivery of transportation to MassHealth members and other agencies as needed. Oversee contract management and administration activities; facilitate and support business process improvement efforts; evaluate work performance; monitor the progress, risk and quality of all aspects of program contract management and compliance activities, participate in annual Broker reviews and on-site visits.
  • Provide policy guidance on MassHealth Non-emergency Transportation Brokerage contracts with Regional Transit Authorities (RTAs); recommend process improvement opportunities and implementation strategies; respond to daily inquiries received by MassHealth regarding transportation; interact with MassHealth Customer Service Center, the HST Brokerage Operations Manager and other HST and MassHealth staff on transportation issues. Handle escalated member and RTA issues regarding member eligibility, transportation scheduling, and claims.
  • Work with the Brokerage Operations Manager and the Transportation Quality & Assurance Manager on operational, policy, program and management issues; prepare position papers for the Director on program and management issues and strategies; recommend HST priorities, policies and strategies; serve as liaison to EOHHS agencies, primarily MassHealth; represent the Director on interagency administrative workgroups and special projects; interact with representatives of EOHHS, state and federal agencies, brokers, providers, managers, regional transportation authorities, legislators and the general public; represent the Director when appropriate.

Required Qualifications:

Applicant must have at least five (5) years of full-time, or equivalent part-time, professional, administrative and supervisory or management experience, of which his/her major duties included operations planning, analysis and evaluation.

Bachelor's degree in business administration, business management, transportation or a related field is desired. Experience may be substituted for Bachelor's degree.

Strong written, analytical, computer, presentation and communications skills. Proficiency in word processing, spreadsheets, and presentation software.

Preferred Qualifications:

  • Experience in human service transportation planning and analysis, and in the design and implementation of procurement and contracting processes and management processes.
  • Knowledge of participating HST agencies' transportation program rules, regulations and policies.
  • Knowledge of project management, process improvement, strategic and operational planning.
  • Ability to work effectively with high-level State authorities and other senior managers.
  • Ability to work independently and to meet timelines.
  • Ability to plan, organize, problem-solve, and prioritize.
  • Ability to coordinate multiple tasks and activities.
  • Knowledge of COGNOS, EIM, and MMIS is desirable.
  • Commitment to Human Services Transportation mission and values.
  • Knowledge of the principles and practices of public transit, human services, public planning, or a related field, and an understanding of community organizations, transportation planning, and government and elected leadership are desirable.

Agency Mission:

The Human Services Transportation (HST) Office facilitates more than 9 million trips annually for more than 49,000 consumers in 6 human service agencies; MassHealth (Medicaid and Day Habilitation), The Department of Public Health's Early Intervention programs, the Massachusetts Commission for the Blind, the Department of Developmental Disabilities, the Massachusetts Rehabilitation Commission, and the Department of Mental Health. Transportation is provided through a network of Brokers (Regional Transit authorities) who subcontract with hundreds of transportation providers.

Total Compensation:

As an employee of the Commonwealth of Massachusetts you are offered a great career opportunity influencing a wide-spectrum of services to the diverse populations we serve - but it's more than a paycheck. The State's total compensation package features an outstanding set of employee benefits which you should consider towards your overall compensation, including:

  • 75% state paid medical insurance premium
  • Reasonable Dental and Vision Plans
  • Flexible Spending Account and Dependent Care Assistance programs
  • Low cost basic and optional life insurance
  • Retirement Savings: State Employees' Pension and a Deferred Compensation 457(b) plan
  • 12 paid holidays per year and competitive Sick, Vacation and Personal Time
  • Tuition Benefit for employee and spouse at state colleges and universities
  • Short-Term Disability and Extended Illness program participation options
  • Incentive-based Wellness Programs
  • Professional Development and Continuing Education opportunities
  • Qualified Employer for Public Service Student Loan Forgiveness Program

Pre-Offer Process:

A criminal and tax history background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit

http://www.mass.gov/hhs/cori and click on "Information for Job Applicants."

As part of the hiring process, the Office of Human Resources will be verifying any college-level degrees conferred to the selected candidate. Additionally, any licensure required for the position will be verified. Information provided as part of the hiring process is subject to the Massachusetts Public Record Law and may be published on the Commonwealth's website

For questions, please contact the Office of Human Resources at 1-800-510-4122 and select option #2.


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.


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.

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

Keywords: State of Massachusetts, Quincy , Policy and Program Development Manager, Other , Quincy, Massachusetts

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