What are the responsibilities and job description for the Case Manager- Mediator position at City of Springfield?
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.
Salary : $46,418 - $60,369