Case Manager- Mediator

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 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, 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.

NOTICE: The following benefits are contingent upon hours worked and bargaining vs. non-bargaining agreements.

Medical/Dental/ Vision
75% City Subsidized
All health insurance plans include Dental and Vision

Retirement
Available to employees working 20+ hours per week

Paid Vacation
Bargaining unit positions are subject to contractual obligations.

Paid Holidays
All City employees receive 11 paid holidays per year.

Paid Sick Time
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.

Paid Personal Days
Use up to 3 of your accrued sick days as Personal days. Personal days cannot be rolled over into the next calendar year.

Family Medical Leave Act (FMLA)
A means for eligible employees to balance work and family responsibilities by taking unpaid leave for authorized reasons.

Training
On the job and instructor led courses available

Employee Assistance Program
Free, confidential and personal assistance to employees and their families to resolve issues that affect their personal lives as well as job performance.

Direct Deposit
Easy, convenient, and free!