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- Tasks: Assist clients via the PAC Legal Helpline and manage intake processes.
- Company: Join UMass Boston, a leading institution dedicated to education and community service.
- Benefits: Enjoy a full-time role with opportunities for professional growth and community impact.
- Why this job: Make a difference by helping clients navigate pension issues in a supportive environment.
- Qualifications: Bachelor's degree required; 1-3 years of experience preferred, legal background a plus.
- Other info: This is an entry-level, exempt union position with a salary range of $50,000-$55,000.
The predicted salary is between 40000 - 77000 £ per year.
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General Summary:
The Helpline Coordinator of the Pension Action Center (PAC) within the Gerontology Institute is responsible for assisting clients and prospective clients calling into the PAC Legal Helpline. The incumbent will respond to requests for assistance from the public; manage the intake and scheduling process; conduct and supervise the intake of clients’ cases; select, supervise and train volunteers and student staff; and engage in outreach activities. The incumbent will provide advice and assistance to PAC clients. In addition, the incumbent will assist in day-to-day management of office mailing and emailing, including responding to client requests over email, adding documents sent by mail to our case management system, and collecting/scanning/uploading physical mail sent to the PAC office
General Summary:
The Helpline Coordinator of the Pension Action Center (PAC) within the Gerontology Institute is responsible for assisting clients and prospective clients calling into the PAC Legal Helpline. The incumbent will respond to requests for assistance from the public; manage the intake and scheduling process; conduct and supervise the intake of clients’ cases; select, supervise and train volunteers and student staff; and engage in outreach activities. The incumbent will provide advice and assistance to PAC clients. In addition, the incumbent will assist in day-to-day management of office mailing and emailing, including responding to client requests over email, adding documents sent by mail to our case management system, and collecting/scanning/uploading physical mail sent to the PAC office
Examples of Duties:
Managing intake on PAC\’s legal assistance helpline; Managing intake spreadsheets on Excel and documents in our shared OneDrive; Scheduling client calls; performing intakes and post-intake consultations; Overseeing student interns working on helpline; working on pension and retirement benefit cases under the supervision of the Managing Attorney and Staff Attorney; Assisting with PAC Office mail and e-mail, including sending outgoing mail and managing incoming mail; Uploading documents to PAC’s case management system; Assisting on outreach, marketing campaigns and independent research projects; Other duties and tasks related to managing the flow of PAC\’s intake cases.
Qualifications:
Bachelors Degree required. 1-3 years prior experience required. Prior legal experience is preferred but not required. Incumbent may be required to travel.
- Competency in the use of web-based client tracking databases;
- Ability to work independently;
- Ability to maintain confidentiality;
- Strong oral and written communication skills;
- Strong interpersonal skills;
- Strong organizational skills;
- Strong commitment to customer service.
Application Instructions:
Please apply online with your resume, cover letter and list of three professional references.
Review of candidates will begin following the application closing date.
Only Internal candidates in the Professional Staff Bargaining Unit will be considered during the first 10 business days of the posting. All other candidates will be considered after that period.
Salary Ranges for the appropriate Pay Grade can be found at the following link:
Grade: 26
Salary Ranges
This is an exempt union position.
All official salary offers must be approved by Human Resources.
UMass Boston is committed to the full inclusion of all qualified individuals. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact HRDirect@umb.edu or 617-287-5150.
Departments: None
Seniority level
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Seniority level
Entry level
Employment type
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Employment type
Full-time
Job function
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Job function
Other
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Industries
Higher Education
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Helpline Coordinator employer: UMass Boston
Contact Detail:
UMass Boston Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpline Coordinator
✨Tip Number 1
Familiarise yourself with the specific responsibilities of a Helpline Coordinator, especially around managing intake processes and client interactions. Understanding these tasks will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Network with current or former employees at UMass Boston, particularly those in similar roles. They can provide valuable insights into the work culture and expectations, which can be beneficial for your application.
✨Tip Number 3
Highlight any experience you have with volunteer management or training, as this is a key part of the role. Be prepared to discuss how you've successfully led teams or projects in the past.
✨Tip Number 4
Prepare to discuss your customer service skills in detail. Since the role involves assisting clients, showcasing your ability to handle inquiries and resolve issues effectively will set you apart from other candidates.
We think you need these skills to ace Helpline Coordinator
Some tips for your application 🫡
Tailor Your Cover Letter: Make sure to customise your cover letter for the Helpline Coordinator role. Highlight your relevant experience in client assistance, intake management, and any outreach activities you've been involved in.
Showcase Communication Skills: Since strong oral and written communication skills are essential for this role, provide specific examples in your CV and cover letter that demonstrate your ability to communicate effectively with clients and colleagues.
Highlight Organisational Skills: The job requires strong organisational skills. Mention any experience you have managing schedules, handling multiple tasks, or using tools like Excel and OneDrive to manage information efficiently.
Include Relevant Experience: If you have prior experience in legal settings or customer service, be sure to include it. Even if it's not directly related, any experience that showcases your ability to assist clients will be beneficial.
How to prepare for a job interview at UMass Boston
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Helpline Coordinator. Familiarise yourself with the tasks mentioned in the job description, such as managing intake processes and supervising volunteers. This will help you answer questions confidently and demonstrate your suitability for the role.
✨Showcase Your Communication Skills
As this role requires strong oral and written communication skills, prepare to discuss examples from your past experiences where you effectively communicated with clients or team members. Be ready to demonstrate how you handle difficult conversations or provide clear information.
✨Highlight Organisational Abilities
The position involves managing multiple tasks, so be prepared to discuss your organisational skills. Share specific examples of how you've successfully managed schedules, maintained records, or handled multiple projects simultaneously in previous roles.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and customer service skills. Think about potential challenges you might face in the role and how you would address them, especially in relation to client interactions and case management.
