Energy Intake Associate

Job Description

JOB TITLE: Energy Intake Associate DEPARTMENT: Energy Operations

REPORTS TO: Program Coordinator FLSA: Non-Exempt

Summary & Scope:

The Low-Income Home Energy Assistance Program (LIHEAP) is designed to assist eligible low-income households in paying for winter energy services. LIHEAP will provide a one-time benefit to eligible households to be used for energy bills. The Energy Intake Associate provides direct customer service to applicants. Associate ensures application completion and documentation, and verifications adhere to all compliance regulations set forth by DSS.

This is a seasonal, fast-paced job requiring professional, courteous, and effective communication with clients, staff, volunteers, partner agencies, and the general public.

Essential Duties & Responsibilities include the following.

Accept applications at various satellite locations during scheduled appointment times.

Good understanding of Energy Assistance Program policies to be able to detect, question, and correct errors on applications

Interview customers to determine the nature and degree of need.

Support individuals in completing benefit enrollment applications and data entry related to corresponding programs

Provide excellent customer service to program participants and accurately respond to inquiries about the program.

Shows the ability to calm frustrated clients quickly and make decisions based upon anticipated outcomes.

Gather information related to social factors contributing to the customer's situation; evaluate these together with the customer's strengths.

Assist customers in establishing strategies and plans to improve their financial and personal lives

Refer customers to internal and community resources and other organizations as needed; may determine or participate in determining customer's eligibility for financial assistance.

Adhere to the facility dress code and appear professional at all times.

Other Duties & Responsibilities

Promote a cooperative spirit within the organization and among internal and external Participants.

Perform miscellaneous job-related duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, be physically present in the office, as well as travel to satellite locations. The requirements listed below are representative of the basic knowledge, skills, and/or abilities required. Must have a valid driver’s license and state-mandated automobile insurance.

Excellent public relations skills. Computer proficient. Ability to travel, work long hours, and work well with others.

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Education and/or Experience:

Associate degree in behavioral science or a similar field, or High School/GED with 3 years’ experience working with low-income individuals and families.

Computer skills and ability to prepare documents and related software applications;

Excellent communication skills and ability to effectively work with diverse participants, those in high-stress situations.

High level of concentration.

Ability to gather data, compile information, and enter data in a timely fashion;

Knowledge of community support services

Maintain a high level of client confidentiality.

Reliable transportation

Volunteer Relations and Management, Project and Workload Management, Job Knowledge

Interpersonal Communications, Integrity/Accountability, Customer Service, Strategic Thinking,

Diversity/Inclusion (Staff/Volunteer), Relationship Building

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, financial reports, or governmental regulations. Ability to write reports and business correspondence. Ability to respond to inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information and respond to questions from top management, clients, customers, and the general public.

PHYSICAL REQUIREMENTS

HOURS/DAY

0-1 1-2 2-4 4-7

Standing X

Sitting X

Reaching X

Driving X

Walking X

Twisting X

Squatting X

Lifting X

Bending X

Gripping X

Keyboard use X

Part-time