Administrative Assistant, HEAP

SOUTH MIDDLESEX OPPORTUNITY COUNCIL • Framingham, MA

4d • $19 - $21 • Onsite

About The Position

The Administrative Assistant provides administrative support for the Heating Assistance Program (HEAP), including answering a multi-line phone system in a fast-paced environment, assisting clients in person with program-related questions, and using office equipment to process large volumes of incoming and outgoing mail. The position collects and processes applications and supporting documentation, maintains client files, sends client notices, and responds to inquiries by phone, email, fax, or in person. It serves as the initial point of contact for walk-in clients and is seated at the agency’s main reception desk, in an open workspace visible to the public. The role works 35 hours per week, Monday through Friday, 8:00 AM to 4:00 PM, with a one-hour unpaid lunch break. A successful background check is required.

Requirements

• High school diploma or equivalent.
• At least 1 year of prior office experience, preferably focused on accounts payable or related office or accounting activities.
• Hands-on experience with computers and MS Office.
• Good verbal communication skills and a pleasant phone manner.
• Ability to work as part of a team.
• Strong organizational skills and attention to detail.
• Strong multitasking skills.
• Flexibility to work with the seasonal nature of the program.
• Ability to use office machines and to sit and stand; ability to lift up to 5 pounds and sit or stand at a desk for long periods.

Nice To Haves

• Some college coursework or a degree.
• Prior experience working with low-income or homeless individuals.

Responsibilities

• Collect new and recertification applications.
• Enter applicable information into the computer system.
• Gather required forms and documentation and maintain client files.
• Review and process information for completeness and compliance with program requirements and guidelines.
• Process incomplete or denial letters for clients in accordance with state policies.
• Process and send client notices.
• Receive Home Energy Assistance deliveries and mail, and coordinate with the Program Administrator to have them date-stamped and entered into the system.
• Provide client support and satisfaction, and resolve outstanding or unresolved client issues.
• Attend and participate in scheduled state meetings and outreach activities.
• Answer and respond to Home Energy Assistance inquiries by phone, email, fax, or in person.
• Serve as the initial point of contact for walk-in clients.
• Engage clients by understanding and addressing their needs, whether within or outside the scope of work.
• Attend and participate in team meetings as requested and communicate effectively with clients and staff in other areas.
• Provide coverage for the Triage Specialist-SMOC Receptionist.
• Maintain confidentiality of client, employee, and agency information in accordance with federal and state laws and funder requirements.
• Sort the agency’s incoming mail and place it in the appropriate department mailbox.
• Ensure compliance with program, department, agency, and funder requirements, as well as SMOC policies and procedures.
• Perform other duties as assigned.

Benefits

• Full-time employees can accrue up to 3 weeks of vacation and 2 weeks of sick time and are eligible for 12 paid holidays during their first year.
• Employer-paid life insurance and AD&D and long-term disability for full-time employees.
• Medical plans through Mass General Brigham with an HRA employer cost-sharing program, dental plans with orthodontic coverage, and EyeMed vision insurance for full-time employees.
• 403(b) retirement plan with a company match starting on day one for full-time and part-time employees.
• Voluntary term and whole life insurance, accident insurance, critical illness coverage, hospital indemnity, and short-term disability.
• Flexible spending accounts, dependent care accounts, employee assistance program, and tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED