Director of Constituent Services

ABOUT THE ROLE: 

The Director of Constituent Services is responsible for overseeing constituent support efforts and ensuring residents receive responsive, high-quality, consistent, and equitable service from the Mayor’s Office. Reporting to the Chief of Staff, this role will be the primary point of contact for constituents in need of direct case management services, particularly vulnerable members of the community and at-risk individuals and families.

Case management services may be brief and limited, such as helping an individual find a shelter bed for the night, or more complex depending on the needs of the individual or family. Services may include negotiating on behalf of a family facing eviction, seeking resources for victims of domestic violence, working with legal services on a constituent’s behalf or making referrals for financial literacy services, job search assistance or mental health treatment as appropriate.

This position also works closely with other team members to identify emerging constituent needs, coordinate cross-departmental solutions, and represent the Mayor at some community events and meetings. Success in this role requires sound judgment, discretion, and a deep commitment to public service and community trust.

ESSENTIAL DUTIES & RESPONSIBILITIES:

The essential functions or duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

• Lead and oversee all constituent support channels, including email, phone, social media referrals, walk-ins, and other inquiries.
• Manage and resolve complex and confidential constituent cases, escalating issues as appropriate.
• Establish consistent practices and workflows for constituent services and front-facing support.
• Maintain up-to-date knowledge of City services, housing programs, and external resources to support constituents effectively.
• Collaborate with other team members and City departments to resolve constituent concerns.
• Advise the Mayor and Chief of Staff on constituent trends, challenges, and service improvements.
• Support communications or community engagement efforts as needed in coordination with the Director of Communications & Community Engagement.
• Represent the Mayor at community meetings, events, and functions, including evenings and weekends when necessary.
• Perform other duties as assigned by the Mayor or Chief of Staff.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

MINIMUM QUALIFICATIONS:

Education and Experience:

• Bachelor’s degree and 3 years of professional experience in constituent services, case management, community engagement, or a related public-facing role; or any equivalent combination of education, training and experience which provides the required knowledge, skills, and abilities to perform the essential duties of the job.

Knowledge, Skills, and Abilities:

• Knowledge of municipal services, housing programs, and community-based resources.
• Exceptional interpersonal skills; able to listen with empathy, respond thoughtfully, and build positive relationships with constituents.
• Strong discretion and ethical judgment; ability to problem-solve in sensitive, high-pressure situations.
• Ability to maintain confidentiality as required.
• Excellent organizational skills; able to prioritize competing responsibilities and multitask effectively.
• Strong written and oral communication skills with exceptional attention to detail, particularly in written correspondence.
• Highly adaptable with demonstrated sensitivity to working with diverse populations.
• Proficiency in Microsoft Office Suite; experience with Smartsheet or similar systems preferred.
• Familiarity with the Cambridge community or municipal government preferred.
• Cambridge is a diverse city representing many languages and cultures; multilingual proficiency is strongly preferred.

The City of Cambridge's workforce, like the community it serves, is diverse. Applicants must have the ability to work and interact effectively with individuals and groups with a variety of identities, cultures, backgrounds, and ideologies.

PROFESSIONAL QUALITIES:

All team members in the Mayor’s Office are expected to demonstrate:

• Strong work ethic and ownership: Takes pride in work, approaches tasks proactively, and enjoys meaningful work.
• Team orientation and positivity: Collaborates seamlessly, brings optimism and good humor to the workplace.
• Communication and attention to detail: Communicates clearly, both verbally and in writing, and ensures accuracy in all tasks.
• Adaptability and multitasking: Manages competing priorities effectively while maintaining focus and quality.
• Commitment to values: Upholds the Office’s principles, including equity, service, and inclusivity, cultural competency.

WORK ENVIRONMENT:

Work is conducted primarily in a standard office environment which includes fluorescent lighting, air conditioning, computers, and other standard office equipment, The position is 100% in-office. Remote work is not available.

PHYSICAL DEMANDS: 

Work requires the ability to access, input, and retrieve information from a computer. Ability to read and analyze large quantities of information. Ability to travel back and forth from office locations.

SUMMARY OF BENEFITS:

• Competitive health, dental, and vision insurance.
• Vacation and Sick leave eligible.
• Paid Parental Leave.
• Sick Incentive Pay Eligible.
• 3 Personal days.
• 14 Paid Holidays.
• Management Allowance, $2,700/year.
• City employee commuter benefits (T-Pass reimbursement Bluebikes membership, EZRide Shuttle membership)

REQUIRED DOCUMENTS:

Please upload the following documents to complete your application:

• Resume
• Cover Letter

SUMMARY OF BENEFITS:

• Competitive health, dental, and vision insurance.
• Vacation and Sick leave eligible.
• Paid Parental Leave.
• Sick Incentive Pay Eligible.
• 3 Personal days.
• 14 Paid Holidays.
• Management Allowance, $2,700/year.
• City employee commuter benefits (T-Pass reimbursement Bluebikes membership, EZRide Shuttle membership)