Help Desk for America is a free assistant any resident can call or text to solve a government problem. This role joins a product lead and a user-experience (UX) researcher. The role is remote, with working hours that overlap with Mountain Time. Experience with large language models (LLMs) is also a plus but not required; we train every hire to use them for research and for building software.
Help Desk for America is a product of Portfolio.
Portfolio Holdings ( is a special projects studio for democracy. The Content Manager owns whether the assistant's answers are correct and solve the caller's problem. A caller acts on what the assistant says, and a wrong deadline or a missing document can cost a family food aid or health coverage.
Write the New Mexico knowledge base the assistant answers from: eligibility rules, deadlines, required documents, common roadblocks, and office contacts, each with a source and a verification date. Start with SNAP (the Supplemental Nutrition Assistance Program) and Medicaid.
Review transcripts as cases close, and grade a sample with the UX researcher to measure whether callers' problems got solved.
Trace every wrong or stale answer to its cause (a missing rule, an outdated source, a misread of the caller's situation, or a hand-off to the wrong office) and fix the cause, so the same wrong answer is never given twice.
Keep the knowledge base in step with the Partnership Manager's service map, so the office the assistant names is the office that answers.
Domain knowledge: has done benefits navigation, 2-1-1 information work (the three-digit local help line), legal aid intake, or research on government services, and knows how eligibility, deadlines, and documents differ by program.
Writing: turns a rule into a plain-language answer a stressed caller can act on, in under a hundred words, with the source and the date attached.
Remote.
Help Desk for America is a product of Portfolio.
Portfolio Holdings ( is a special projects studio for democracy. The Content Manager owns whether the assistant's answers are correct and solve the caller's problem. A caller acts on what the assistant says, and a wrong deadline or a missing document can cost a family food aid or health coverage.
Write the New Mexico knowledge base the assistant answers from: eligibility rules, deadlines, required documents, common roadblocks, and office contacts, each with a source and a verification date. Start with SNAP (the Supplemental Nutrition Assistance Program) and Medicaid.
Review transcripts as cases close, and grade a sample with the UX researcher to measure whether callers' problems got solved.
Trace every wrong or stale answer to its cause (a missing rule, an outdated source, a misread of the caller's situation, or a hand-off to the wrong office) and fix the cause, so the same wrong answer is never given twice.
Keep the knowledge base in step with the Partnership Manager's service map, so the office the assistant names is the office that answers.
Domain knowledge: has done benefits navigation, 2-1-1 information work (the three-digit local help line), legal aid intake, or research on government services, and knows how eligibility, deadlines, and documents differ by program.
Writing: turns a rule into a plain-language answer a stressed caller can act on, in under a hundred words, with the source and the date attached.
Remote.
Content Manager (United States) in remote at Unknown Company
This position is listed as full time and able to be worked remotely.