Local consumer advocate

Job Title: Local Consumer Advocate

Position Reports to: Director of Community Services

Work Schedule: 30 hours per week, occasional evening and weekend hours

Classification: Part Time, Non-exempt, Hourly

Summary: Receive and review consumer complaints while providing exceptional support and assistance to individuals seeking help. This position engages directly with consumers, community partners, and agency staff to increase awareness of available resources and improve access to vital consumer protection services through the Local Consumer Program (LCP).

Working in close partnership with the Massachusetts Attorney General’s Office (AGO), the Local Consumer Advocate will help ensure that all consumers are treated fairly and have access to information and support when facing consumer-related challenges.

The ideal candidate will demonstrate strong communication skills, empathy, and sensitivity, along with the ability to connect with people and communities served. This role requires a commitment to fostering a respectful, diverse, equitable, and inclusive environment while delivering compassionate, high-quality service to every consumer.

Essential Functions:

• Serve as a responsive, empathetic, and knowledgeable advocate for consumers seeking assistance. Provide clear information, compassionate guidance, and hands-on support to help individuals resolve their consumer complaints effectively.
• Manage consumer inquiries and cases from intake to resolution, maintaining regular communication with consumers to ensure they feel heard, supported, and informed throughout the process.
• Coordinate with the AGO and of Consumer Advocacy and Response Division (CARD) to address and mitigate consumer complaints, ensuring consistency, fairness, and timely resolution.
• Record and update all case activity and consumer interactions in the AGO electronic database promptly and accurately. All reporting should follow the guidelines established by the AGO.
• Develop and maintain an up-to-date directory of local and regional resources to help consumers access additional assistance, support, and education beyond the scope of the complaint process.
• Promote and represent the LCP through community outreach. Participate in at least six outreach engagements annually to raise awareness about consumer rights and available services.
• Design and distribute accessible and engaging informational materials including handouts, flyers, and social media posts to promote LCP services and empower consumers to make informed decisions.
• Gather testimonials, document success stories and track feedback from consumers, families, volunteers, and community partners to help demonstrate the impact of LCP services and strengthen community trust.
• Complete all grant reports, documentation and requirements accurately and on time. Participate in required meetings, conference calls, and training sessions organized by the Massachusetts AGO.
• Assist in daily program operations as needed, contributing ideas, feedback, and analysis to enhance service quality and ensure a welcoming, equitable, and consumer-focused environment.

Education and Experience:

• College degree preferred; candidates with relevant work experience and/or an associate’s degree and ongoing bachelor’s studies are encouraged to apply.
• Experience in customer service, consumer advocacy, or problem resolution, including handling complaints, providing guidance, and facilitating solutions for clients or consumers.
• Multi-lingual (English, Cape Verdean Creole or Haitian Creole) preferred or demonstrated ability to communicate effectively with diverse populations.
• Experience using computer software program
• Experience with designing flyers and brochures.

Skills:

• Excellent interpersonal and customer/consumer service skills, with a demonstrated ability to build rapport and establish trust with consumers, clients, and community partners
• Strong verbal, written and listening skills, including the ability to present information clearly, respond effectively to questions, and explain complex concepts in an easy-to-understand manner.
• Ability to manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment.
• Skilled in Microsoft Office including PowerPoint, Outlook, and Excel; comfortable learning and using case management or tracking systems.
• Able to work effectively both independently and as part of a team, contributing to a positive, inclusive, and consumer-focused work environment.

Physical Demands:

• Able to lift up to 30 lbs.
• Moving tables or chairs to set up for presentations or activities.
• Carrying boxes of supplies or fliers for programs.
• Stand for two to three hours per shift when presenting.

Other Requirements:

• Valid driver’s license.
• Access to reliable transportation

Send resume and cover letter to:

[email protected] and [email protected]

by Friday, October 31, 2025

Thank you for your interest in this position

Job Type: Part-time

Pay: $21.00 - $22.00 per hour

Expected hours: 30 per week

Benefits:

• 401(k)
• Health insurance
• Paid time off

Work Location: In person