Front End Operations

Reception Coordinators (RCs), Human Service Assistance (HSAs), clerical staff, and other administrative support staff play a critical role in ensuring that clients are able to access necessary services and benefits. This requires a general understanding of SNAP, TAFDC, and EAEDC along with available Pathways options for clients interested in employment and training opportunities and other supportive services. TAO reception areas and interview rooms are open from 8AM to 5PM to allow clients to:

  • drop off or scan documents,
  • have Department forms, letters, and documents printed,
  • use kiosks to access DTA Connect,
  • use phones located in interview rooms to be connected to the appropriate available staff,
  • use the designated TAO interview rooms to conduct interviews face to face, by phone, and virtually, or through VRI,
  • obtain an EBT card; and
  • conduct business as needed to maintain or access benefits and services.

Signage in languages most commonly spoken in the TAO’s catchment area advise clients of services available in the TAO and their options to conduct business remotely. For languages not posted, clients can refer to the “I Speak” language guide and be connected by staff to an interpreter in a secure interview room. The Visual Communication Board is used to convey meaningful information that can help assist clients who are nonverbal or may have limited verbal or English proficiency and is prominently displayed in the reception area, near the entrance.

RCs direct and facilitate client traffic flow. They oversee and monitor service delivery and are responsible for reporting to management observations and recommendations to improve service delivery in the reception area. They also authorize and issue Emergency EBT cards when appropriate.

Visitors proceed through metal screening per established procedures and are directed to a TAO greeter who will triage their needs and direct the client accordingly. For all business conducted at the TAO, including DTA guided self-service options, clients will be registered and the reason for their visit recorded. The information captured will help determine trends in office visits and inform potential enhancements, interventions, and communications regarding service delivery and staffing.

Steps for Greeting TAO Visitors

When a visitor enters a TAO, they are welcomed by a greeter.

Welcome the client with the following greeting: “Welcome to DTA. How can I help you?” Quickly determine the purpose of the visit and register them accordingly.

Note: It is important for staff to assist in educating and demonstrating how to use the kiosks and MFDs. However, those staffing the front end are not performing case work. 

Staff must adhere to established procedures for servicing clients with Limited English Proficiency (LEP) or requiring American Sign Language (ASL). If there are no front end staff fluent in the language a client needs, an interpreter must be utilized in one of the interview rooms. A client who presents with an adult intending to act as an interpreter must be advised that DTA will provide a professional interpreter free of charge. After being informed, the client may decline the use of professional interpreter services and choose to have the adult serve as an interpreter.

Reminder: All TAO staff must be alert to situations where it appears a client is having difficulty with a department service, activity, rule, or requirement because of a disability. See Recognizing an ADA Accommodation Request.

Video Remote Interpreter (VRI) Services

Every TAO has a private interview room dedicated to hosting Video Remote Interpreter (VRI) services through the Department-approved interpreter services vendor, Lionbridge. Lionbridge uses video interpreting to allow clients who require visual forms of communication, such as ASL or lip reading, to be able to communicate with case managers. VRI is available to all clients regardless of hearing ability and requires no prior scheduling.

When a client enters a TAO and requests a video interpreter, or appears to need one, front end staff will escort the client to the VRI room. This room contains a desktop PC with a webcam, speakers, and microphone; staff are to connect the client to an interpreter regardless of whether a case manager is needed.

If a case manager or other staff is needed, they will bring their laptop to the VRI room and perform case work on their laptop while the client has full view of the monitor with the interpreter. See instructions on how to use VRI in Using Video Interpreter Services.

Note: The VRI Room can also be used for virtual meetings held in the TAO. See: Connecting Clients to Virtual Meetings

Materials for TAO Visitors

Front end staff must have key forms and materials readily available in the reception area. These include the new  DTA Self-Service flyer,  the new Department of Transitional Assistance Phone Numbers to Know card, TAFDC Pathways fliers, I Speak card, Massachusetts Official Voter Registration Form, DV brochure, application forms, and pens readily available for visitors. Posters must continue to be displayed in a manner that meets DTA requirements. New signage outlining self-service options and how-tos will be provided for TAOs to display in the reception areas as well.

Last Update: August 3, 2023