HEAP – Emergency Assistance Rep. – $20.40/hr.

Pay

$20.40/hr.

Job type

• Full-time

Schedule

• Monday to Friday

Benefits

• Health insurance
• Paid time off
• Dental Insurance
• Vision insurance
• Retirement plan
• Health savings account

ESSENTIAL FUNCTIONS OF THE POSITION:

Works directly with customers on an individual basis and/or provides program and general Agency information via in-person, telephone or by home visits. Verifies and processes customer information to determine eligibility for state and federally-funded programs. Identifies additional customer needs and makes recommendations for referrals to additional programs. Provides customer education on a variety of topics.

• Greets, directs and informs customers of all agency programs in person, by telephone or by home visits. Specific time will be spent educating customer on the, Home Energy Assistance Program (HEAP), Low Income Household Water Assistance Program (LIHWAP), Winter Crisis Program (WCP), Summer Crisis Program (SCP), Percentage of Income Payment Program Plus (PIPP+) and other fuel funds and crisis programs.
• Conducts customer interviews to identify customer needs.
• Understands program eligibility guidelines in order to process applications for HEAP, LIHWAP, WCP, SCP and PIPP+ for Toledo Edison and Columbia Gas.
• Assists customer(s) by verifying income to determine eligibility for utility assistance and enters customer information into the State of Ohio electronic systems database.
• Prints, scans, and uploads error-free applications containing customer’s signature(s).
• Serves as an advocate with utility vendors and community agencies. Places vendor utility accounts in good standing by pledging or re-verifying customer utility accounts. Relates accurate information to customers.
• Communicates with other human services agencies.
• Makes referrals to other internal and external programs as needed.
• Maintains customer file for audit.
• Explains the appeal process.
• Performs home visit services for elderly, homebound, and handicapped customers.
• Secures interpreter when needed for non-English speaking customers.
• Provides services for satellite sites.
• Provides assistance in the HEAP processing office when requested. Answering telephones, giving correct information, alphabetizing applications, verifying duplicate applications, verifying income guidelines and filing.
• Works with staff on collaborations, outcome reviews, meetings, customer inquiries and other job related topics.
• Attends initial orientation and periodic training sessions as required to enhance Agency and program knowledge.
• Provides OCEAN in-service training to other HEAP staff when directed.
• Reviews customer(s) applications when directed.
• Provides community outreach services.
• Other related duties as assigned.

QUALIFICATIONS:

• Provides a quality customer service experience for all customers by providing compassionate, active listening and responding to customers’ needs in a timely manner.
• Must be able to complete various duties while simultaneously maintaining each program’s processes rules and guidelines.
• Must have excellent customer service skills, in particular de-escalation.
• Must be patient, even-tempered, and flexible.
• Must be action-oriented.
• Must have excellent problem-solving skills.
• Must have excellent verbal and written communication skills – listening: ability to communicate complex funder rules to the customer’s level of understanding.
•  Must have excellent technical skills (e.g., PC applications).
• Must be results driven.
• Must be able to work with and be sensitive to the needs of the low-income elderly and /or minority residents.
• Must possess excellent interpersonal skills (i.e., able to work with agitated customers with courtesy and a genuine concern for a person’s well-being) along with, being a good representative for the agency.
• Must be organized and have good record-keeping skills.
• Must be able to work with minimal supervision.
• Must be able to work with a positive attitude and work cooperatively as a team player with other staff members.
• Must be able to travel in and out of town for training related to this position.
• Must have an automobile, a valid Ohio driver’s license, and be insured.

EDUCATION:

• High school/GED required. Some post-secondary education in social work or related fields is preferred. Prior non-profit, community action agency, human service, or call center experience is preferred.