CARES Eligibility Specialist

The John H. Boner Community Center • Indianapolis, IN

8d • Onsite

About The Position

The CARES Eligibility Specialist supports the Energy Assistance Program and other eligibility-based basic-needs programs by providing accurate, timely, and professional mailroom, document-processing, applicant-support, communications, and outreach services. This is a fast-paced, high-volume position where approximately 90% of the work is performed on a computer using multiple systems and screens. The ideal candidate is highly organized, detail-oriented, comfortable learning new technology and processes, and able to provide responsive and compassionate service to neighbors.

Requirements

• High school diploma or equivalent preferred.
• 1–2 years of customer service experience.
• Strong computer skills and ability to learn multiple software systems, including Microsoft Office, SharePoint, Teams, Excel, Zendesk, and database/document-management systems.
• Ability to scan, organize, redact, upload, and manage electronic documents and navigate multiple systems and screens.
• Strong attention to detail and ability to follow detailed rules and processes consistently.
• Ability to work independently, manage competing priorities, and meet production and response standards in a high-volume environment.
• Excellent written and verbal communication skills and ability to work effectively with diverse individuals, including those experiencing stressful circumstances.
• Commitment to confidentiality and secure handling of personally identifiable information.
• Reliable transportation.

Responsibilities

• Receive, sort, date stamp, scan, name, redact, upload, file, and archive applications and supporting documents.
• Respond to phone calls, voicemails, emails, chats, Zendesk tickets, and database messages.
• Follow up with applicants regarding missing information, application status, and crisis-related concerns.
• Maintain accurate records of applicant contacts, documents, referrals, follow-up, and other required information.
• Monitor assigned queues and complete work accurately and in receipt-date order.
• Identify and escalate complex issues, confidentiality concerns, and crisis cases as appropriate.
• Support community outreach, application distribution, and community events.
• Protect confidential and personally identifiable information while following established program procedures and workflows.
• Collaborate with Team Leads, the CARES Services Manager, and other EAP staff to provide timely and effective service.

What This Job Offers

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