RESEARCH AND CORRESPONDENCE EDITOR - 41001911

State of Florida • Tallahassee, FL

24d • Onsite

About The Position

The Office of Citizen Services is dedicated to the Attorney General's vow to protect the citizens of Florida from fraud, and serves as the agency's point-of-contact for complaints and inquiries; provides the public with information on the Attorney General's duties, responsibilities and initiatives; provides reliable information on consumer scams, emerging issues, and resources; and provides meaningful help to consumers toward resolving complaints through referrals and informal mediation when appropriate. During declared states of emergency, we also operate the OAG’s Price-Gouging Hotline. This is work collecting and compiling complaint data, conducting comprehensive research using multiple media venues, analyzing and responding to inquiries verbally and in writing, exercising independent judgment to assist complainants in accordance with the agency’s consumer advocacy mission while using agency approved writing standards. This is a higher-level position. Working independently with minimal supervision while meeting or exceeding goals and expectations. Ability to logically process a problem through to a solution, make independent decisions, and discernment to know when an issue needs to be reviewed by management (i.e. media issues, influx that warrants front office involvement, high profile).

Requirements

• Seven (7) years of professional or technical experience in areas such as training, analyzing, developing and measuring instructional training programs, teaching, curriculum development, staff development, research, program evaluation, personnel or criminal justice, or
• Bachelor’s degree from an accredited college or university and three (3) years of professional or technical experience as described above, or
• A master’s degree from an accredited college or university and two (2) years of professional or technical experience as described above, or
• A juris doctorate or doctorate from an accredited college or university and one (1) year of professional or technical experience as described above.

Nice To Haves

• Excellent verbal and written communication skills, preference on editing experience
• Experience conducting fact-finding research, analyzing and/or summarizing information.
• Experience in a call center or customer service environment, customer resolution, consumer complaints, or citizen advocacy.
• Typing minimum 35 words per minute (WPM)

Responsibilities

• review and provide edit feedback to written complaints in relation to OAG duties, as well as in relation to current consumer & public interest issues; consumer scams, fraud, and complaint trends and resources.
• assist trainer with mentor/training of new Government Analyst I.
• research and fact checking, uses multimedia resources, including consumer protection alerts and news; Internet searches; OAG agency databases; communicating with OAG subject experts/staff; communicating with external government and consumer agencies; informal review of Florida Statutes, rules and regulations.
• determines effective accurate solutions for problems and questions.
• accurately routes complaints under OAG jurisdiction to proper sections or subject experts.
• Provides prompt verbal assistance and information to complainants about their rights, responsibilities and resources, including local, state, and federal agencies, and consumer advocacy organizations.
• Writes accurate concise summaries of verbal and written complaints, inquiries, information requests and other correspondence, and accurately documents complaint data for future trend analysis and public records searches.
• Composes written responses in direct business writing style, using consumer advocacy language when appropriate.
• Exercises independent judgment in handling complaints via quickest, most effective media (phone call, email, postal, fax) and providing the most helpful response.
• Assists with maintenance and refinement of non-complex but dynamic referral resources and instructions.
• Maintains up-to-date knowledge of OAG agency priorities, section overviews, general duties and chapter 501, FS, Florida's Deceptive and Unfair Trade Practices Act.
• Maintains up-to-date knowledge of current consumer, public interest and legislative issues; consumer scams, fraud, and complaint trends and resources.
• Maintains understanding of OAG complaint process from initiation to closure to effectively find and share data, to troubleshoot workflow issues, and for cross-training.
• Recognizes and documents patterns of complaints, complaint trends and surges in relation to the OAG's consumer protection role and Ch. 501 FS.
• Recognizes and promptly handles or escalates non-consumer complaints that involve urgent or potentially controversial safety/abuse/medical issues, security concerns, and issues that require law enforcement referrals.
• Identifies potential Senior Protection Team and safety concern complaints, collects necessary complaint data or delegates such research to staff.
• Ensures appropriate mandatory reporting is followed & documented to report concerns to law enforcement and state abuse hotline and follows proper workflow processes (via providing email copies or rerouting entries) to bring such complaints to attention of SPT units and other OAG staff as appropriate.
• Performs all other duties as assigned.

Benefits

• Annual and Sick Leave benefits.
• Nine paid holidays and one Personal Holiday each year.
• State Group Insurance coverage options, including: Health insurance (totaling an annual family benefit value of $19,812, or $9,161 for individuals).
• Basic life insurance policy for $25,000 at no cost for all employees.
• Life, Dental, and Vision
• Additional Supplemental Insurance options
• Retirement plan options, including employer contributions
• Flexible Spending Accounts
• Tuition waivers.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior