Director of Constituent Services

The Director of Constituent Services is responsible for overseeingconstituent 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 ofcontact for constituents in need of direct case management services,particularly vulnerable members of the community and at-risk individualsand families. Case management services may be brief and limited, such ashelping an individual find a shelter bed for the night, or more complexdepending on the needs of the individual or family. Services may includenegotiating on behalf of a family facing eviction, seeking resources forvictims of domestic violence, working with legal services on aconstituent?s behalf or making referrals for financial literacyservices, job search assistance or mental health treatment asappropriate. This position also works closely with other team members toidentify emerging constituent needs, coordinate cross-departmentalsolutions, and represent the Mayor at some community events andmeetings. Success in this role requires sound judgment, discretion, anda deep commitment to public service and community trust. ESSENTIALDUTIES & RESPONSIBILITIES:? The essential functions or duties listedbelow are intended only as illustrations of the various types of workthat may be performed. The omission of specific statements of dutiesdoes not exclude them from the position if the work is similar, related,or a logical assignment to the position.? Lead and oversee allconstituent support channels, including email, phone, social mediareferrals, walk-ins, and other inquiries. Manage and resolve complex andconfidential constituent cases, escalating issues as appropriate.Establish consistent practices and workflows for constituent servicesand front-facing support. Maintain up-to-date knowledge of Cityservices, housing programs, and external resources to supportconstituents effectively. Collaborate with other team members and Citydepartments to resolve constituent concerns. Advise the Mayor and Chiefof Staff on constituent trends, challenges, and service improvements.Support communications or community engagement efforts as needed incoordination 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 asassigned by the Mayor or Chief of Staff. Reasonable accommodation may bemade to enable individuals with disabilities to perform the essentialfunctions.??????? MINIMUM QUALIFICATIONS:? ? Education and Experience:?Bachelor?s degree and 3 years of professional experience in constituentservices, case management, community engagement, or a relatedpublic-facing role; or any equivalent combination of education, trainingand experience which provides the required knowledge, skills, andabilities to perform the essential duties of the job.?? Knowledge,Skills, and Abilities:? Knowledge of municipal services, housingprograms, and community-based resources. Exceptional interpersonalskills; able to listen with empathy, respond thoughtfully, and buildpositive relationships with constituents. Strong discretion and ethicaljudgment; ability to problem-solve in sensitive, high-pressuresituations. Ability to maintain confidentiality as required. Excellentorganizational skills; able to prioritize competing responsibilities andmultitask effectively. Strong written and oral communication skills withexceptional attention to detail, particularly in written correspondence.Highly adaptable with demonstrated sensitivity to working with diversepopulations. Proficiency in Microsoft Office Suite; experience withSmartsheet or similar systems preferred. Familiarity with the Cambridgecommunity or municipal government

Created: 2026-01-28