Energy Assistance Intake/Eligibility Specialist

Human Solutions, Inc. Job Description

Job Title: Energy Assistance Intake/Eligibility Specialist Reports to: Energy Program Coordinator FLSA Status: Non-Exempt Pay: $12.32 hourly/$25,625 annual Hours: Full time 40 hours a week Monday-Friday 8am-5pm Benefits: Paid holidays and personal leave. Full Medical and Dental benefit, Short and Long Term Disability and AD & D insurance provided for employee. Eligible for 401k and flexible spending plan. Location: Gresham office located at 501 NE Hood; however, will be required to work at other locations in Mid and East Multnomah County Prepared by: Shauna Childress/Roxanne Beveridge Revised Date: July 28, 2010

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. 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. Fluency in Spanish, Russian, Vietnamese or another language common to the service population is preferred but not required.

CRITICAL PERFORMANCE FACTORS: • Correctly, efficiently, and courteously determine eligibility and process applications in the LIEAP/OEA programs, and occasionally the GAP, OLGA, OR Heat, water/sewer and other energy assistance programs. • Ability to work effectively under pressure and to manage, organize and prioritize many diverse and concurrent activities and responsibilities. • Ability to interact with other staff, volunteers, clients, vendors, and the general public in a professional manner • Ability to work independently. • 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 Program Coordinator or Assistant Energy Coordinator. • Ensure LIHEAP/OEA applications are scanned and emailed to Multnomah County as completed. • Communicate with the Energy Program Coordinator or Assistant Energy Coordinator within one business day regarding special situations that will likely require contact with funders. • Willingness and ability to assist/fill in for Energy Scheduler, including: data entry, phone calls, filing, and client education • Attendance, punctuality and reliability • Submit your own NOAs (Notice of Actions) for all applications to the Energy Program 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 own/assigned corrective actions from Multnomah County to the Energy Program Coordinator and Assistant Energy Coordinator by the set deadline. • Meet set benchmarks for application accuracy and timeliness within 90 days of hire- 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 Program Coordinator or Assistant Energy Coordinator may set different deadlines.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Greeting Clients • Complete energy assistance intake according to State of Oregon, Multnomah County and other funder or contract requirements. • 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. • Energy Assistance Scheduler, as necessary • Telephone calls (utilizing a multi-line phone system) • Accurate data entry into all databases • Use of OPUS database for LIEAP/OEA application completion • Distribute client education information and materials. • Coordinate with other Human Solutions’ staff as needed on behalf of clients. • Keep complete and orderly files for efficient retrieval of information. • Filing • Attending statewide, departmental, agency or individual training as needed/required • Complete NOAs as detailed above • Complete corrective actions as detailed above • Other duties as assigned QUALIFICATIONS The paragraphs listed below reflect fundamental qualities needed for this position:

• Demonstrated punctuality and dependability • Attention to detail • Computer literacy, including experience with Microsoft Excel, Microsoft Access Microsoft word, and Microsoft Outlook • 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

• 2 Years providing customer service to a diverse population. • Computer literacy and knowledge of MS Word, Excel, Access • Experience in the OPUS statewide Oregon database strongly preferred but not required.

LANGUAGE SKILLS Ability to communicate effectively both orally and in writing in English. Fluency in Spanish, Russian, Vietnamese or another language common to the service population is preferred but not required.

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

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.

TO APPLY: Send a resume, cover letter and three references to: Shauna Childress, Energy Program Coordinator [email protected]. Email applications are encouraged but not required. Hard copy applications may be mailed to Human Solutions, 12350 SE Powell Blvd., Portland, OR 97236. The position is open until Wednesday August 4, 2010. No calls please.