Volunteer - Elder Hotline, CARD

Elder Hotline Volunteer
Public Protection & Advocacy Bureau

Consumer Advocacy & Response Division (CARD)

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.

Duties and Responsibilities : 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."

When applying for this position, you will be asked to provide a cover letter and resume. Applications will be considered on a rolling basis, as received.

Inquiries regarding position and status may be made to :
Eden Chorm, Managing Administrative Assistant

Consumer Advocacy & Response Division

(617) 963-2497

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:

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.

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.

Additional Links:

• Consumer Advocacy & Response Division
• Employment & Internships