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State of Massachusetts Content Strategist in Boston, Massachusetts

Massachusetts' first-ever digitally native service, Paid Family & Medical Leave, will soon be available. As we strive to help constituents manage their health and care for their families, we want to be sure that benefits are easy to access by setting a new, higher bar for interacting with the state online. We’re rethinking and transforming how government services normally operate, using best-in-class technologies and techniques to create an experience that feels more like a consumer app than what people usually expect from government.

In this role, you will continually improve the user experience by using constituent feedback to create and set a strategy for writing, updating, curating, and managing content. Our content guides constituents throughout the process - from learning about what the program offers them, to preparing to apply, applying quickly and successfully, right through to managing their leave. The content we’re creating is central to every facet of this experience, and it needs to address constituents in ways they will be able to find and understand. You will advocate for constituents of all backgrounds and education levels by striving for plain language writing that can be understood at even a 6th-9th grade reading level.

You will manage content across several channels, email, social media, and the web claimant application, ensuring that language is consistent, understandable, and correct. Focusing on data and user-driven insights, you will guide a content strategy that challenges assumptions and ensures that we keep creating positive, empathetic, and simple experiences for constituents.

Our content goals are:

  1. Awareness -

Constituents understand that this benefit is available to them, how they can access it, and the impact it will have on their situation. Is constituents only limited to employees here and #2? Our constituency is more than just employees.

  1. *Ease-of-use *

Constituents find it easy to understand how to submit and manage their claim.

  1. Education

Claimants, employers, healthcare providers, and other stakeholders see the benefit of working together to make claims move quickly and successfully, and understand how to do that.

  1. Consistency

Constituents get the same correct answer no matter how they contact DFML -, through social media, through our contact center, etc.

Role: day to day responsibilities

  • Aggregate user insights from key audiences by reviewing feedback from our call center representatives,Mass.govverbatim feedback (Did you find what you were looking for?), and web analytics.

  • Set measurable targets for improvements to the user experience and report on progress

  • Propose and draft content improvements and work with stakeholders through an approval process

  • Keep touch with all different interactions to ensure consistency across channels

o Marketing materials, educational materials, web experience

  • Advocate forplain languagethrough your own copywriting and as editor of teammates' copy

  • Ensure that Department content is up-to-date, easy to understand, and correct across a variety of channels

  • Help identify new roles that will expand our ability to maintain continuous content improvement by growing our team

Candidates will have:

  • A desire to support all constituents of the Commonwealth to have healthy lives and healthy families

  • BA in English or another liberal-arts degree.

  • 4 years of experience as a content strategist, content manager, author, or editor.

  • A writing sample, ideally demonstrating your ability to explain a complex concept in plain language

  • Experience identifying user needs and proposing a path towards better meeting those needs

  • Demonstrated ability to use data to make informed decisions and prioritize work

  • Worked on content in a multi-channel digital environement

  • It is helpful to have experience using tools like:

o Drupal (or analogous CMS experience)

o ServiceNow (or analogous CRM experience)

o Mailchimp

o Google Analytics

First consideration will be given to those applicants that apply within the first 14 days.

MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) four years of full-time, or equivalent part-time, professional, administrative or managerial experience in business administration, business management or public administration the major duties of which involved program management, program administration, program coordination, program planning and/or program analysis, and (B) of which at least one year must have been in a supervisory capacity, or (C) any equivalent combination of the required experience and the substitutions below.


I. A Bachelor's degree with a major in business administration, business management or public administration may be substituted for a maximum of two years of the required (A) experience.*

II. A Graduate degree with a major in business administration, business management or public administration may be substituted for a maximum of three years of the required (A) experience.**

III. A Bachelor's or higher degree with a major other than in business administration, business management or public administration may be substituted for a maximum of one year of the required (A) experience.*

*Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

NOTE: No substitutions will be permitted for the required (B) experience.

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

Job: *Administrative Services

Organization: *Department of Workforce Development

Title: Content Strategist

Location: Massachusetts-Boston-19 Staniford Street

Requisition ID: 200006VS