Qureos Mentor

City of Springfield, MA

<div><div><div><h2 class="jobSectionHeader"><b>Position Purpose/Summary</b></h2></div>
<p></p><div><p>Pursuant to the Local Consumer Program Statutory Guidelines of the Massachusetts Attorney General's Office (hereinafter &quot;AGO&quot;), the Case Manager-Mediator's job description is as follows:</p></div><p></p>
<div><h2 class="jobSectionHeader"><b>Essential Functions</b></h2></div>
<p></p><div><ul><li>Strict adherence to the AGO&rsquo;s guidelines in the administration, processing and mediation of consumer complaints while maintaining confidentiality</li><li>
Conduct research and understand applicable AGO consumer protection regulations and established guidelines</li><li>
Identify issues and gather facts and documents in support of complaints for intake, assessment and resolution</li><li>
Manage and prioritize assigned caseload, some of which may be time sensitive</li><li>
Actively review assigned cases and stay engaged with involved parties</li><li>
Serve as a neutral facilitator while advocating for the consumer in a clear and concise manner</li><li>
Keep accurate and up-to-date notes on assigned cases on the AGO&rsquo;s portal</li><li>
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</li><li>
Provide explanation, instruction, support, and/or assistance to consumers with filing of electronic complaints with the AGO</li><li>
Prepare draft letters to consumers and respondents/businesses for Director&rsquo;s approval</li><li>
Review and discuss assigned cases with Director on a weekly basis for further action, recommendations and suggestions</li><li>
Screen and upload incoming mail and email to assigned case file</li><li>
Scan and upload documents to related cases on the AGO&rsquo;s portal</li><li>
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.</li><li>
Prepare, gather, copy and collate of materials in preparation for scheduled outreach events</li><li>
Assist Director with caseload, some complex in nature or time-sensitive</li><li>
Read and stay current with legislative changes to consumer protection regulations</li><li>
Attend or participate in AGO&rsquo;s meetings, telephone conferences and trainings</li><li>
Keep monthly and yearly statistics of cases for Director&rsquo;s reporting to the AGO</li><li>
Maintain inventory of office supplies</li><li>
Review, open and process new complaints in the Director&rsquo;s absence</li><li>
Supervise interns and volunteers in Director&rsquo;s absence.</li></ul></div><p></p>
<div><h2 class="jobSectionHeader"><b>Knowledge, Skills, and Abilities</b></h2></div>
<p></p><div><ul><li>Knowledge of state and federal consumer protection regulations.</li><li>
Ability to express oneself clearly and concisely, both orally and in writing.</li><li>
Clear and courteous communication skills.</li><li>
Excellent organizational and multi-tasking skills.</li><li>
Ability to maintain clear and accurate records.</li><li>
Extensive knowledge of social, cultural, and recreational needs of the assigned population.</li><li>
Knowledge of federal, state, and local resources.</li></ul></div><p></p>
<div><h2 class="jobSectionHeader"><b>Education and Experience</b></h2></div>
<p></p><div><ul><li>Associates Degree, paralegal studies preferred.</li><li>
One to three years of experience working with public, preferably in consumer advocacy or conflict resolution work.</li><li>
Experience with mediation or conflict resolution preferred.</li></ul></div></div></div><p></p>
<br><div></div><div><div><div><p><b>NOTICE: The following benefits are contingent upon hours worked and bargaining vs. non-bargaining agreements. </b><br>
<br>
<b>Medical/Dental/ Vision</b><br>
75% City Subsidized<br>
All health insurance plans include Dental and Vision<br>
<br>
<b>Retirement</b><br>
Available to employees working 20+ hours per week<br>
<br>
<b>Paid Vacation</b><br>
Bargaining unit positions are subject to contractual obligations.<br>
<br>
<b>Paid Holidays</b><br>
All City employees receive 11 paid holidays per year.<br>
<br>
<b>Paid Sick Time</b><br>
Full time employees are immediately eligible to begin accruing 1 1/4 days per month which can be taken after 6 months of service. Unused sick days can be rolled over to subsequent calendar years. Supplemental Long Term and Short disability coverage is available to employees at the employee cost.<br>
<br>
<b>Paid Personal Days</b><br>
Use up to 3 of your accrued sick days as Personal days. Personal days cannot be rolled over into the next calendar year.<br>
<br>
<b>Family Medical Leave Act (FMLA)</b><br>
A means for eligible employees to balance work and family responsibilities by taking unpaid leave for authorized reasons.<br>
<br>
<b>Training</b><br>
On the job and instructor led courses available<br>
<br>
<b>Employee Assistance Program</b><br>
Free, confidential and personal assistance to employees and their families to resolve issues that affect their personal lives as well as job performance.<br>
<br>
<b>Direct Deposit</b><br>
Easy, convenient, and free!</p></div></div></div>

Case Manager- Mediator

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City of Springfield, MA

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Case Manager- Mediator