VOLUNTEER -- ELDER HOTLINE

Job Description

Attention applicants: Do not apply for this position via the MassCareers website. Your application will not be received.

To apply, follow the link below to the Attorney General's Office direct application page.

https://ago-ma.igreentree.com/CSS_External/CSSPage_Welcome.ASP

Volunteer - Elder Hotline

Public Protection & Advocacy Bureau

Consumer Advocacy & Response Division

Attorney Andrea Joy Campbell is looking for dedicated, public service-orientated volunteers to assist with answering calls and returning calls placed to the Attorney General's Elder Hotline. The Attorney General's Office Elder Hotline, 888-AG-ELDER, is a statewide, toll-free hotline to assist elders with a range of issues. The hotline provides resources and referrals with a focus on issues facing Massachusetts elders such as: elder financial exploitation, financial fraud, telemarketing, consumer complaints, housing, heating assistance, and long-term care. The AGO's Elder Hotline works in collaboration with AGO's Elder Justice Unit and other state and federal agencies serving the needs of elders.

Primary Duties: The Elder Hotline Volunteer is expected to answer calls and return calls placed to the AGO's Elder Hotline and provide timely and knowledgeable information about the resources available to assist elders in Massachusetts. This requires building knowledge of referral networks and resources, asking appropriate screening questions to provide the best referrals, following procedures for making internal and external referrals, and assisting callers with completing AGO intake forms.

Please note: This is an unpaid position with no benefits and is separate from student internship opportunities. Students interested in an internship in CARD or other areas of the Attorney General's Office may find information on availability and application process for internships on the AGO's employment page at www.mass.gov/ago/employment. Then select "Employment Opportunities," and "Internships at the Attorney General's Office."

Time Requirement: Volunteers are expected to work in-person at the AGO's Boston office, located at 100 Cambridge Street, for a minimum of two days each week, for a 3-hour hotline shift each day. Volunteers are also expected to attend most weekly division staff meetings, which are at 10am on Wednesdays. Staff meetings may be attended in-person or remotely. Volunteer positions will be offered for an initial six-month period but may be renewed.

To apply for this position: Please visit the Employment and Recruitment Portal of the Attorney General's Office at: https://ago-ma.igreentree.com/CSS_External/CSSPage_Welcome.ASP and apply directly. Applications submitted via MassCareers website are not received.

You will be asked to submit a cover letter and resume when applying for this position. The application deadline is April 4, 2025. Applications will be reviewed on a rolling basis, as received.

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.

Do not select MassCareers "apply online" option to apply for this position. Applications submitted via this MassCareers website are not received by our Office.

Inquiries regarding position & status may be made to:

William O'Hearn, Division Chief

Public Protection & Advocacy Bureau

Consumer Advocacy & Response Division

617-963-2863

Qualifications

Position Requirements : Applicants should be familiar with issues of concern to elders and their families or have an interest in learning about issues of concern to elders. Clear and courteous communication skills are required. Experience working in a call-center or in a public-facing customer service role is preferred. Basic computer skills and the ability to maintain clear records of calls received is necessary. The ability to speak and understand Spanish, Portuguese, Haitian Creole, or Chinese (Cantonese or Mandarin) is a plus.

Candidates must be able to work independently and in a team environment. 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.

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.

Do not select MassCareers "apply online" option. Any automated message generated by the Commonwealth of Massachusetts MassCareers website does not apply to posted positions at the Attorney General's Office. You must apply directly at: www.mass.gov/ago/employment .