Citizens Advocate (MVRB) 25-15

Resolves and prevents consumer complaints and contributes to the effectiveness of legal staff by gathering information, mediating cases, interacting with appropriate parties, and disseminating information. Obtains information by contacting consumers, attorneys, business owners and others via the telephone and through correspondence; developing questions and proposing solutions; conducting research by retrieving information from files and summarizing and / or abstracting complaint files and documents. Answers questions and requests of the general public, supervisory and litigation staff; serving as a resource in areas of generalized and / or specialized knowledge; attending meetings; assisting in preparation of public education materials. Resolves complaints by initial review of consumer complaint files and taking actions as instructed to commence mediation; analyzing data; initiating cooperative mediation by opening lines of communication between parties and acting as a facilitator. Explaining remedies through correspondence and written and telephonic instruction; preparing documents, correspondence and memos and completing special projects as directed by supervisory staff. Resolves administrative problems by organizing, maintaining and duplicating consumer complaint files, contacting parties to complete consumer complaint case files, reviewing additional submissions or materials and taking appropriate actions to settle consumer complaint case files. Assists mediation coordinator by analyzing and evaluating information; keeping abreast of trends; summarizing complaint histories; maintaining historical context; communicating information on a regular basis, and advising supervisors and Litigation Unit of consumer protection issues which emerge from case file work. Attends workshops and education seminars. Accomplishes related results in a cooperative and collaborative manner.

Knowledge, skill and mental development equivalent to completion of 4 years of college preferably with courses in Social Science, pre-legal studies, public administration or a related discipline; and 1-year professional experience in a social service agency or an equivalent combination of training and experience. Extensive written and verbal communication skills are necessary. Attendance is an essential function of this position. Ability to maintains satisfactory working relationships with other employees and the general public required. Physical ability to file and duplicate information which may include bending, stretching, stooping and lifting up to 15 lbs.

Position requires in office attendance.

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