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:
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 of 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 of 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 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.
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.
