Domitek · working draft · Tuesday, October 13

AI Career Concierge

A floating chat for people new to MassHire. It asks a few questions, shows what they may be eligible for, and sends a referral to the right staff group with a clock on it.

Concept mockup. Nothing is connected: no message is sent, nothing is saved.

masshirecentralcc.com · stand-in copy for this demo, not the real site · select “Talk to us”

Worcester (508) 799-1600Southbridge (508) 765-6430English ▾

JobseekersBusinessesYouthVeteran ServicesEventsAbout

Connecting Jobseekers and Businesses

We bring you the best of our community’s employment and training resources in two central locations: Worcester and Southbridge.

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MassHire Services

We connect people and employers with the resources they need to succeed.

JobseekersFree résumé help, job search assistance, career counseling, training opportunities and hiring events.

BusinessesPre-screened candidates, job fairs and help with training costs, at no cost to employers.

YouthPrograms for ages 16 to 24 to build skills, explore careers and gain work experience.

VeteransDedicated veterans’ employment representatives and priority of service.

Featured Events

Oct 14VulcanForms Recruitment Event

Oct 15Southbridge Job Fair

Oct 23Worcester Job Fair

Worcester Career Center554 Main Street, Suite 300
Worcester, MA 01608

Southbridge Career Center14 Mechanic Street, Suite 330
Southbridge, MA 01550

Open HoursMon – Thu: 8:45am – 4:30pm
Fri: 9:45am – 4:30pm

Not sure where to start? I can show you what you may be eligible for.

What the visitor goes through

Sees the button on any page and opens the chat.
Is told up front it is an AI assistant, and picks English or Spanish.
Answers a short set of questions by tapping, typing or speaking.
Gets a list of programs they may be eligible for, with a plain reason for each.
Chooses how to reach a person: a call back, an appointment request, or an emailed question.
Only at that point gives a name and contact details.

What it never does

Never says "you qualify" or "you do not qualify".
Never asks for a Social Security number, date of birth, exact income or immigration papers.
Never leaves someone without a way to reach a person.

For discussion on Tuesday

Button wording and where it appears.
Which questions partners already ask.
Which staff group receives each kind of referral.

Staff dashboard

One place for every referral the chat creates, visible to front-desk staff, with the follow-up clock and the numbers the Board asked for. Select a row to see what staff receive.

Example data, invented for this mockup

People served this week21261 outside office hours

Referrals created5827% of conversations

Waiting for first response41 overdue

Typical time to first response3h 20mtarget: 1 business day

Referrals by topic, this week

Laid off / unemployment19

Training and tuition13

General / front desk9

Youth, 14 to 247

Veterans5

Public assistance3

Disability2

Where people were sent on

Career Center staff41

Unemployment (DUA)12

Community college6

Veterans Inc.4

Transitional Assistance3

MassAbility2

A referral can go to staff and a partner at once.

Referral queue

Received	Topic	Group	Reach by	Status	Follow-up clock

Intake questions, first draft

Drafted from the published program rules, because we do not yet have the partners' own intake forms. The last column is for partners to mark what they already collect, so nobody is asked twice.

#	Question, in plain words	Answer	Why we ask	Points toward	Status	Partner already asks?

Asked only when they want to reach a person

First and last name
Phone or email, and the best time to reach them
Preferred language
Permission to share their answers with the partner they are referred to

Not asked by the chat at all

Social Security number, date of birth
Exact income (a yes or no against a threshold instead)
Immigration status or document numbers
Type of disability or diagnosis
Details of any conviction
Unemployment claim numbers

Staff collect and verify these in person, as they do today.

Income figures shown in the mockup are examples from the 2026 state tables for the Central region and must be confirmed by staff before use.

Routing and follow-up

Today referrals land in one shared inbox and are forwarded by hand. The proposal: every referral goes to a staff group by topic and appears on the dashboard, with a clock that alerts when nobody has picked it up.

Referral createdVisitor asks for a person, an appointment or sends a question, and sees a confirmation.

Sent to a groupEmail goes to the group for that topic, never to one person. It also appears on the dashboard.

AcknowledgedA staff member opens it and marks it theirs. Target: 1 business day.

ReminderStill unopened after 1 business day: the group is emailed again.

AlertStill unopened after 3 days: a supervisor group is alerted.

ClosedStaff record the outcome: enrolled, referred to a partner, no response, or other.

Proposed groups

Inquiry type	Proposed group address	Typical referrals	Partner copied when relevant
Training and tuition funding	training@…	WIOA training funds, apprenticeship, free evening training, community college	Quinsigamond Community College
Laid off or on unemployment	reemployment@…	Dislocated worker services, RESEA letters, training while on unemployment	Department of Unemployment Assistance
Veterans and military spouses	veterans@…	Priority of service, veterans employment representative	Veterans Inc.
Youth, ages 14 to 24	youth@…	WIOA Youth, YouthWorks summer and year-round jobs	Youth program providers
Disability and accommodations	access@…	Career services for people with a disability	MassAbility
Public assistance and basic needs	supports@…	SNAP or cash assistance recipients seeking work or training	Department of Transitional Assistance
Everything else	frontdesk@…	General questions, seminar sign-up, "not sure"
Overdue alerts	concierge-alerts@…	Any referral unopened after 3 days

Requests for City IT

Create the groups above as distribution groups, with at least two members each.
Allow mail from the Concierge's sending address so referrals are not filtered as spam.
Confirm the exact website addresses where the chat button will appear.
Confirm who can add one line of code to those pages.
Tell us what security review the City needs before launch.
If staff use Microsoft Teams, a channel for referral notices.

Numbers the dashboard reports

People served, by day and hour (including nights and weekends)
Referrals by topic and by partner
Time from referral to first staff response
Referrals overdue, by group
Outcomes recorded by staff
Visitor satisfaction (thumbs up or down at the end)

Build phases

Draft sequence for the project timeline. Durations are our estimate and assume documents and decisions arrive when asked for.

Phase	What gets built	What we need from MassHire or the City	Estimate
0. Agree the design	Final intake questions, routing table, wording rules	Partner intake forms, group members, website addresses	1 week
1. Working chat	Voice and text chat on a test page in English and Spanish, with its safety rules, usage limits and 30-day data retention	Approval of the AI disclosure wording	2 weeks
2. Eligibility answers	Answers drawn from MassHire's own program documents, with a second automated check and a set of test cases	The program documents; sign-off on 40 to 60 test cases	3 weeks
3. Reaching a person	Message to staff, appointment request, emailed question, all routed by topic	Group mailboxes from City IT; which calendar counselors use	2 weeks
4. Staff dashboard	Referral queue, follow-up clock and alerts, reporting numbers	Who should have access; the alert times	2 weeks
5. Testing and pilot	Spanish review, accessibility check, security review, beta testers, launch on one page	Beta testers; City IT review	3 weeks
Later	Phone call with transfer to staff, live calendar booking, Portuguese and French, recognising returning users	A staffed phone line; calendar access	To be scoped