"Helpline Coordinator"

Job Details

Job no: 528161

Position Type: Staff Full Time

Campus: UMass Boston

Department: Gerontology Institute

Pay Grade: 26

Date opened: 27 Aug 2025 Eastern Daylight Time

Applications close: 10 Sep 2025 Eastern Daylight Time

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.