Name: Shanny
Town of Residence: Framingham
How long have you been working for Mass 211? 1 year and 4 months
What is your role at Mass 211?
I am a Utility Advocate Representative. As a Utility Advocate Representative my job is to make sure we provide callers with accurate information. The Utility Representative contacts electric companies in Massachusetts and speaks with Managers or Supervisors to get information on their discounted rates and protection programs. I also contact the Massachusetts Department of Public Utilities, the agency who regulates the electric companies, to make sure the information the utility company provides me with is accurate so I can pass it along to callers who are having problems with their bill.
What is a typical day like for you at Mass 211?
A typical day starts with making sure that my computer and headset are working properly. If they are not, then callers will be waiting longer than expected to speak to a representative who may be able to assist them. We have a board in our office and I always take a look at it in the morning, so I’m prepared for the day. The board has all the information we need for the structure of the day. It gives me a sense of calm knowing that everything is outlined for the day and even the week. I get most of my information from the board. I like knowing what’s happening in the office.
What is your favorite part of working for Mass 211?
My favorite part of working for Mass 211 is being able to help the callers find resources that may be able to assist them. When they call us, they feel as if there are no other options available for them. After they've disconnected, they are able to feel a sense of relief because of the resources they were given to assist with their specific issues.
Can you tell us about a caller show stands out and how you helped?
I had a caller once who had no idea that Mass 211 existed. She got the information from her friend. She was looking for resources that could assist her with finding an apartment based on her income. She was happy and excited that there were local and statewide resources that could help her. The caller kept saying, “thank you, thank you." She didn't think that we would be able to help and we did!
What do you like to do outside of work?
Outside of work I like to spend time with family and friends.