As a trainee under close supervision, to assist in mediating consumer complaints and possible violations of consumer laws and regulations, and to provide information in response to consumer inquiries.

• Reviews complaints from consumers;
• Assists consumers in resolving their disputes with business entities, either by providing them information and practical approaches to resolve problems on their own or by opening cases to be handled by mediation staff;
• Reviews documentary evidence submitted by the parties;
• Identifies and locates business owners and interviews complainants, suspected violators, and witnesses;
• May appear in court as a witness;
• Prepares correspondence and reports;
• Prepares and presents information to the public on consumer issues;
• Receives and responds to inquiries from consumers by telephone or in person;
• May be assigned as a Disaster Service Worker, as required;
• Performs related work as required.

Sufficient training, education and experience to demonstrate the ability to perform the above tasks and the attainment of the following knowledge and abilities:

Training and Experience Note: The knowledge, and abilities required to perform this function are acquired through training and experience equivalent to the completion of sixty (60) semester units or (90) quarter units from an accredited college.

Specific coursework in consumer protection, consumer law, mediation or a related field is desirable.

Possession of a valid California Driver's License prior to appointment and the ability to qualify for and maintain a County Driver's Authorization.

Knowledge of:

• Laws, regulations and business practices related to consumer issues;
• Mediation techniques and procedures;
• Consumer resource and regulatory agencies and organizations;
• Effective consumer advocacy procedures;
• Grammar, spelling, vocabulary and report writing;
• Interviewing techniques necessary to determine the facts in each case;
• Common office computer applications;
• Public speaking and communication techniques.

• Effectively determine consumer needs and problems;
• Recognize new patterns in consumer practices or scams;
• Interpret and apply provisions and identify possible violations of consumer protection laws and regulations;
• Relate effectively, tactfully and impartially to consumer business owners and agents, regulatory agencies and the public;
• Maintain objectivity and neutrality when dealing with all parties involved in a dispute;
• Provide efficient, effective and appropriate services;
• Maintain confidentiality regarding casework, complaints and information relevant to enforcement cases;
• Communicate effectively both orally and in writing with those contacted in the course of work.

• Work irregular hours.