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Lead Energy Assistance Intake/Eligibility Specialist

Job Title: Lead Energy Assistance Intake/Eligibility Specialist for Human Solutions

Reports to: Energy Coordinator

FLSA Status: Non-exempt

Hours: Full Time, 40 hours a week. Monday-Friday 8-5. May be required to work 7am-4pm during peak season (October through March)

Compensation: $14.10/hour ($29,328/annual), Medical, Dental, short and long term disability and AD&D insurance, paid holidays and leave provided.

Location: Gresham office (501 NE Hood Suite 310 Gresham, OR 97030)

SUMMARY Energy Assistance Intake and Eligibility Specialist will provide direct client service in energy assistance at Human Solutions' Region 6 (Gresham) office. Responsibilities include providing information and service to individuals who are seeking energy assistance, determining individual's service eligibility, ensuring that all clients receive assistance in a professional, courteous manner, and ensuring that applications are processed correctly, efficiently and in a timely manner. This position also assists with checking all applications for accuracy, data entry, phone calls, filing, and reception for the energy department. This is a high paced job requiring professional, courteous, and effective communication with clients, staff, volunteers, partner agencies, and the general public. Due to the nature of the service provided clients may be highly stressed; an ability to work well in a very busy environment and to de-escalate tense situations is necessary. The office environment is extremely busy and there are many more people seeking services than resources available.

 

CRITICAL PERFORMANCE FACTORS: * Provide first response for intake staff's questions about program rules and unique client situations. * Communicate with the Energy Assistance Coordinator or Assistant Energy Coordinator within one business day regarding special situations that will likely require contact with funders. * Provide direct service to people seeking energy assistance. * Turn in complete applications from your own energy appointments at the end of each day the same day the appointment is completed to the Energy Assistance Coordinator or Assistant Energy Coordinator. * Ensure the accuracy of LIEAP/OEA applications as assigned by Energy Coordinator or Assistant Energy Coordinator, returning any applications needing corrections within one working day to Energy Coordinator or Assistant Energy Coordinator for tracking. * Maintain accurate, complete, up-to-date documentation of energy assistance activities, keep orderly accessible files, maintain filing system and records required by contract. * Other duties as assigned by the Energy Coordinator or Assistant Energy Coordinator. * Meet set benchmarks for application accuracy and timeliness within 90 days from hire date- 90% of all applications without any error. Any applications needing correction must be corrected or necessary action taken within 72 hours of receiving the correction. In extenuating circumstances, the Energy Coordinator or Assistant Energy Coordinator may set different deadlines. * Submit NOAs (Notice of Actions) for all of your applications to the Energy Coordinator or Assistant Energy Coordinator for any application needing correction within one working day to ensure the notice is mailed to the client in a timely manner. Make necessary notes regarding NOAs in OPUS and the energy database; including the date the NOA was completed, what is being requested of the applicant, or if the application has been denied. * Complete and submit thorough responses regarding your corrective actions from Multnomah County to the Energy Coordinator and Assistant Energy Coordinator by the set deadline. * Ensure LIHEAP/OEA applications are scanned and emailed to Multnomah County as completed ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. * Complete energy assistance intake according to State of Oregon, Multnomah County and other funder or contract requirements. * Review of LIEAP/OEAP and other program applications. * Use of OPUS database for LIEAP/OEAP application completion and Human Solutions energy database for LIEAP/OEAP water assistance and OR Heat. Utilize OLGA and GAP voucher tracking as appropriate. * Ensure timely submission of applications to Multnomah County as detailed above. * Provide first response for intake staff's questions about program rules and unique client situations. * Distribute client education information and materials. * Coordinate with other Human Solutions' staff as needed on behalf of clients. * Advocate and negotiate with fuel vendors on behalf of clients. * Accurate data entry into all databases. * Keep complete and orderly files for efficient retrieval of information. * Filing * Attending statewide, departmental, agency or individual training as needed/required * Complete your NOAs as detailed above * Complete your corrective actions as detailed above * Other duties as assigned

 

QUALIFICATIONS The paragraphs listed below reflect fundamental qualities needed for this position:

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge and /or ability required.

 

* Demonstrated punctuality and dependability * Attention to detail * Computer literacy, including experience with Microsoft Excel, Microsoft Access and Microsoft word. * Knowledge of social and economic issues creating poverty, working successfully with practices and techniques related to people with low income to achieve greater self- sufficiency. * Ability to maintain strict confidentiality and professional boundaries with all households served * Ability to work effectively under pressure and to manage, organize and prioritize many diverse and concurrent activities and responsibilities. * Ability to work independently with minimal supervision. * Ability to work well in a multi-cultural environment and be culturally sensitive to diverse client populations * Ability to communicate effectively both orally and in writing * Ability to organize and maintain complex filing systems

 

EDUCATION and/or EXPERIENCE * Bachelor's Degree in related field OR equivalent social services or customer services work. * One year experience providing energy services to low-income families through federal or state energy programs or equivalent experience working with programs that serve a population in crisis and have very specific income eligibility guidelines and documentation requirements * Computer literacy and knowledge of MS Word, Excel, Access * Experience in the OPUS statewide Oregon database strongly preferred but not required.

 

COMMUNICATION SKILLS Ability to communicate effectively both orally and in writing.

 

MATHEMATICAL SKILLS Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

 

REASONING ABILITY Ability to solve practical problems and deal with a variety of situations within set guidelines. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

 

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and talk or hear. The employee frequently is required to stand; walk; sit; and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and distance vision.

 

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

The noise level in the work environment is usually moderate.

 

TO APPLY: Send a resume, cover letter and three references to: Shauna Childress, Energy Coordinator, Human Solutions, 12350 SE Powell Blvd., Portland, OR 97236 [email protected] Email applications are encouraged but not required. The position will remain open until filled.