Position Purpose / Summary
Pursuant to the Local Consumer Program Statutory Guidelines of the Massachusetts Attorney General's Office (hereinafter \"AGO\"), the Case Manager-Mediator's job description is as follows:
Essential Functions
* Strict adherence to the AGO’s guidelines in the administration, processing and mediation of consumer complaints while maintaining confidentiality
* Conduct research and understand applicable AGO consumer protection regulations and established guidelines
* Identify issues and gather facts and documents in support of complaints for intake, assessment and resolution
* Manage and prioritize assigned caseload, some of which may be time sensitive
* Actively review assigned cases and stay engaged with involved parties
* Serve as a neutral facilitator while advocating for the consumer in a clear and concise manner
* Keep accurate and up-to‑date notes on assigned cases on the AGO’s portal
* Screen calls to provide accurate consumer education, answer questions, and make an informed assessment whether a complaint or referral to appropriate government agencies is appropriate
* Provide explanation, instruction, support, and/or assistance to consumers with filing of electronic complaints with the AGO
* Prepare draft letters to consumers and respondents/businesses for Director’s approval
* Review and discuss assigned cases with Director on a weekly basis for further action, recommendations and suggestions
* Screen and upload incoming mail and email to assigned case file
* Scan and upload documents to related cases on the AGO’s portal
* Assist Director and participate in outreach work throughout coverage area at schools, colleges, civic organizations, etc., including but not limited to presentations, workshops, panel guest and educational forums, which may include evenings and weekends.
* Prepare, gather, copy and collate materials in preparation for scheduled outreach events
* Assist Director with caseload, some complex in nature or time-sensitive
* Read and stay current with legislative changes to consumer protection regulations
* Attend or participate in AGO’s meetings, telephone conferences and trainings
* Keep monthly and yearly statistics of cases for Director’s reporting to the AGO
* Maintain inventory of office supplies
* Review, open and process new complaints in the Director’s absence
* Supervise interns and volunteers in Director’s absence.
Knowledge, Skills, and Abilities
* Knowledge of state and federal consumer protection regulations.
* Ability to express oneself clearly and concisely, both orally and in writing.
* Clear and courteous communication skills.
* Excellent organizational and multi-tasking skills.
* Ability to maintain clear and accurate records.
* Extensive knowledge of social, cultural, and recreational needs of the assigned population.
* Knowledge of federal, state, and local resources.
Education and Experience
* Associates Degree, paralegal studies preferred.
* One to three years of experience working with public, preferably in consumer advocacy or conflict resolution work.
* Experience with mediation or conflict resolution preferred.
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