Position Purpose/Summary
Pursuant to the Local Consumer Program Statutory Guidelines of the Massachusetts Attorney General’s Office (hereinafter “AGO”), the Director’s job description is as follows:
Essential Functions
Strict adherence to the AGO’s Guidelines in the administration, processing and mediation of consumer complaints.
Participate in telephone conferences and/or meet with consumers for intake, assessment and resolution of complaints.
Conduct field visits to entire Hampden County and sections of Worcester County coverage area businesses to ensure compliance with consumer protection regulations.
Organize and participate in extensive mandatory outreach work throughout coverage area (schools, colleges, civic organizations, churches, etc.) including but not limited to presentations, workshops, panel guest and educational forums, which may include evenings and weekends.
Prepare and gather pertinent outreach materials in preparation for outreach.
Maintain up-to-date consumer library/inventory of handouts, pamphlets and brochures.
Draft press releases and provide media (local news, talk show and newspaper) interviews regarding consumer protection rights and scams targeting our area.
Review and screen new consumer complaints for assignment and handling, transfer to other agency, or other action deemed necessary.
Review incoming mail and emails from consumers and merchants.
Recruit, train, and supervise staff.
Review assigned cases on a weekly basis for progress, evaluation, assessment and strategy in resolving complaints.
Recruit, train and supervise student interns and volunteers.
Handle and mediate complex consumer complaints (foreclosures, auto repossessions, unfair and deceptive practices and credit).
Mediate consumer complaints in a timely and efficient manner.
Keep accurate and up-to-date typed notes on each assigned case.
Review drafts of outgoing correspondence for accuracy and final approval.
Research recent legislative changes to consumer protection regulations and laws to effectively mediate complaints and educate consumers and staff.
Provide consumer education to callers and walk-ins to determine basis for a complaint and/or referral.
Intake all Spanish‑speaking‑only consumers.
Attend AGO meetings in Boston and locally and/or participate in telephone conferences for training.
Regular interaction with the AGO and other Local Consumer Program Directors and offices to discuss mediation strategies and support.
Write and submit consumer‑related articles for local bilingual newspapers.
Process and submit purchase orders for supplies, etc. through MUNIS.
Prepare and submit required monthly statistical reports to the AGO regarding administration of complaints (i.e. cases opened/closed, number of telephone calls, etc.).
Submit mandatory quarterly financial reports to the AGO.
Write annual grant for Local Consumer Program.
Perform quarterly visits to civic/municipal agencies in coverage areas to discuss consumer issues.
Perform investigative work on the internet and telephone for processing of complaints (locate businesses, etc.) and for consumer education.
Regularly interact with License Commission Offices and Massachusetts Division of Professional Licensures offices, etc. in order to confirm and/or verify licenses and/or discuss local businesses.
Maintain office webpage on City’s website.
Keep up-to-date on consumer related news stories and scams.
Knowledge, Skills, And Abilities
Thorough knowledge of consumer rights.
Ability to successfully mediate disputes between consumers and businesses.
Ability to plan, assign, supervise and review the work of professional and non-professional subordinates.
Ability to perform independent research.
Ability to establish and maintain effective working relationships with associates, municipal officials, court officials, and the general public.
Education And Experience
Bachelors degree in related field preferred.
Management or relevant experience preferred.
Bi-lingual English-Spanish speaking strongly preferred.
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