Emergency Assistance Representative I

Impact Community Action•Columbus, OH

12d•Onsite

About The Position

Works directly with customers on an individual basis and/or provides program and general Agency information via telephone and in person. Verifies and processes information to determine eligibility for private, state and federally funded programs. Identifies additional customer needs and makes recommendations for referrals to additional programs. Provides customer education on a variety of topics.

Requirements

High School Diploma or G.E.D.
Ability to operate telephone and personal computer for extended periods of time.
Ohio Driver's License and/or reliable transportation and ability to meet Agency's insurance carrier standards and policy.
Patient, Even-Tempered
Integrity and Trust
Action Oriented
Drive for Results
Strong Interpersonal Skills
Decision Quality
Problem Solving
Process Management
Excellent Customer Service Skills, in particular de-escalation
Flexibility
Verbal, Written Communication Skills
Listening: Ability to communicate complex funder rules to the customer's level of understanding
Technical Skills (e.g. PC Applications)
Functional Knowledge and Skills - examples: Knowledge of program eligibility guidelines, call center and applications processes

Nice To Haves

Prior non-profit/community action agency/human services/call center/case management experience preferred.

Responsibilities

Greets, directs, and informs customers of all agency programs in person or by phone.
Educates customers on the Home Energy Assistance Program (HEAP), Community Service Block Grant Programs (CSBG), Percentage of Income Payment Programs Plus (PIPP+) and other fuel fund and crisis programs.
Conducts customer interviews to identify customer needs.
Accurately enters customers' program required information into the computerized database and files.
Understands program eligibility guidelines in order to process applications for HEAP and CSBG.
Verifies accuracy of customer income and other required compliance information.
Communicates with local regulated and non-regulated utility companies and other human services agencies.
Communicates with the general public and program participants.
Prints, scans and uploads error-free applications containing customers' signature and provides completed application and required documentation to Emergency Assistance III staff.
Attends initial orientation and periodic training sessions as required.
Provides a quality customer service experience for all customers by providing compassionate, active listening, and responding to customers' needs in a timely manner.
Makes referrals to other internal and external programs as needed.
Makes referrals to other community resources as appropriate.
Meets required productivity standards established by management.
Completes various duties while simultaneously maintaining each program's processes, rules and guidelines with a sense of urgency.
Assists with roving sites and outreach activities when needed.
Serves as an advocate with utility vendors and community agencies.
Places vendor utility accounts in good standing by pledging or re-verifying customer utility accounts.
Relates accurate information to customers.
Assumes other duties assigned by the Program Manager, Director and/or the executive leadership.