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
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
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.
- 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
- 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.
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
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
- 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
- Tuition Benefit for employee and spouse at state colleges and
- Short-Term Disability and Extended Illness program
- Incentive-based Wellness Programs
- Professional Development and Continuing Education
- Qualified Employer for Public Service Student Loan Forgiveness
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
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.
MINIMUM ENTRANCE REQUIREMENTS:
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.