TEMPORARY Energy Assistance Intake/Eligibility Specialist

Job Title:                    TEMPORARY Energy Assistance Intake/Eligibility Specialist

Reports to:                 Energy Coordinator and Assistant Energy Coordinator

FLSA Status:              Non-Exempt

Pay:                             $11.19/hour

Hours:                         Full time 40 hours a week Monday-Friday 8am-5pm

Benefits:                     Paid holidays.  

Location:                    Gresham office at 501 NE Hood or Portland office at 12350 SE Powell

Prepared by:               Shauna Childress      

Revised Date:            January 22, 2009

SUMMARY

Energy Assistance Intake and Eligibility Specialist will provide direct client service in energy assistance at Human Solutions’ 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.  This is a three to six month temporary opening for persons with previous energy assistance experience.

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.

·        Willingness and ability to assist with energy assistance reception, data entry, phone calls, filing, and client education

·        Attendance, punctuality and reliability

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

·        Greeting Clients

·        Energy Assistance intake

·        Updating program information daily

·        Energy Assistance reception, as necessary

·        Telephone calls (utilizing a multi-line phone system)

·        Data entry

·        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.

·        Filing

·        Participate in training as needed/required

·        Other duties as assigned

QUALIFICATIONS

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

·        Good work ethic – punctuality and dependability – is essential

·        Attention to detail

·        Computer literacy, including experience with Microsoft Excel, Microsoft Access, and Microsoft Word.

·        Knowledge of issues facing low-income families in East Multnomah County.

·        Ability to work well in a multi-cultural environment

·        Ability to maintain strict confidentiality and professional boundaries with all households served

·        Ability to understand and implement complex and varying eligibility requirements and program instructions

·        Be culturally sensitive to diverse client populations

·        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.

EDUCATION and/or EXPERIENCE

·        At least six months previous energy assistance experience

·        Previous experience with OPUS statewide energy assistance database

·        Experience providing good customer service

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 Coordinator, Human Solutions, 12350 SE Powell Blvd., Portland, OR  97236

[email protected]. Email applications are encouraged but not required. The position is open until filled.