Job Opportunities in United States

Hotline & Intake Coordinator (Program Coordinator I)
NAGE Unit 6, Job Grade 10
Public Protection & Advocacy Bureau
Fair Labor Division

Attorney General Andrea Joy Campbell is looking for a highly motivated person to join her team as a Hotline & Intake Coordinator in the Attorney General's Fair Labor Division. The Fair Labor Division (FLD) investigates and enforces the Massachusetts wage and hour and other laws governing fair labor standards under Chapters 149 and 151 of the Massachusetts General Laws and related regulations. The candidate for this position will be primarily responsible for processing incoming complaints and correspondence and providing information and technical assistance to the public both in-person, and on the Fair Labor Division hotline.

Primary Duties: The Hotline & Intake Coordinator serves as first point of contact for walk-in and phone consultation for the FLD and is primarily responsible for handling inquiries from the public relative to wage enforcement and labor standards by providing information over the telephone or in writing. The Hotline and Intake Coordinator is also responsible for the following tasks: data entry using computerized case management systems; processing complaints received by the FLD (electronic and hard copy); researching prior complaint history; making referrals, as appropriate, to other government agencies or community organizations; sending out complaint forms and other relevant FLD materials upon request; providing explanations and direction to the public regarding the filing, processing and assignment of complaint information; composing correspondence; Excel record keeping; maintaining records; database management; filing; project management; assisting in training of incoming staff and interns to FLD protocols and procedures; and other related assignments, as required.

Position Type: Full-Time/Non-Exempt. Our current hybrid model includes some remote workdays for most positions.

Salary: $ 1,954.90 to $ 2,718.73 bi-weekly. Salary is determined by procedures outlined in applicable collective bargaining agreements and personnel procedures. Starting salary is determined at the corresponding step on the applicable salary chart (Unit 6 NAGE Grade 10) for total years of relevant experience, minus the Minimum Entrance Requirements outlined in the Position Requirements Section above.

When applying for this position, you will be asked to provide a cover letter and resume.

The application deadline for this posting is September 19, 2024.

Qualified individuals with disabilities are encouraged to apply. We will gladly assist applicants in need of an accommodation. For assistance, contact the Human Resources Division at (617) 963-2041.

Inquiries regarding position & status may be made to:
Lori Swanson, Administrative Assistant
Fair Labor Division
617-963-2126

The Attorney General's Office is an Equal Opportunity Employer. As the representative of the Commonwealth and its residents, the Attorney General's Office strives to ensure that those working in our office reflect the diversity of the communities we serve. The Office encourages applicants from a broad spectrum of backgrounds to apply for positions.

Job Qualifications:

Position Requirements: Applicants must have at least (A) two years of full-time or equivalent part-time technical or professional experience in public relations, hotline or call center work, or working with the public, or (B) any equivalent combination of the required experience and the substitutions below.

Substitutions:

An Associate's degree may be substituted for a maximum of one year of the required experience. *
A Bachelor's or higher degree may be substituted for the required experience. *

• Education toward such a degree will be prorated.

Preferred Qualifications: We seek an individual committed to working in the public interest who is able to build rapport with people from different ethnic, cultural, and economic backgrounds. This position requires extensive communication with members of the public through various platforms. The candidate should be able to deal effectively with the general public, convey information, and interact positively with people who are under physical and/or emotional stress. The candidate should have the ability to adjust to changing situations and priorities and be comfortable spending significant portions of each day on the telephone.

The ideal candidate will be able to exercise discretion in handling confidential information, and exercise sound judgment and recognize problems in daily work activities. They will be able to follow oral and written instructions, communicate effectively, and gather information through observing and questioning individuals and by examining records and documents.

Applicants should possess an ability to work successfully independently, as well as part of a team, and to perform the required work under deadlines. We seek an individual who possesses proficient computer skills; a proficiency in Microsoft Office, and who demonstrates an attention to detail, as well as proficient organizational skills. A working knowledge of the Massachusetts Wage and Hour Laws is desirable, though not required. Spanish and/or Portuguese or other language fluency highly desirable.

The successful candidate will be able to demonstrate a connection to the people and communities we serve, and an interest in supporting a respectful and inclusive work environment.