Massachusetts. Governor's Office of Community Service.

During the first term of Micheal Dukakis (1975-1979) Office of Community Services was established to maintain a high degree of responsiveness to Massachusetts constituents. Community services staff serve as ombudsmen for individual citizens in conflict with state agencies, not as their advocate but to ensure that administrative procedure is handled properly. The office is involved in immediate problem resolution; information collection and dissemination and problem referral; and long-term case involvement and follow up. It receives, responds to, and records all constiuent contacts with the Governor, evaluates suggested reform of service delivery made by constitutents, and reports significant trends in constituent opinion to the governor.

As a member of the governor's senior staff, the director of the office reviews and recommends policy. Specifically, the director requests for placement on the governor's schedule and advises cabinet secretaries of strengths and weaknesses within their secretariats as reflected in constituent contacts. The director attends senior staff and cabinet meetings and may act as surrogate for the governor at public meetings and other events. The director also serves as the community liaison on a project developing an information database for service to Hispanic constituents.