Emergency Assistance Representative I

Impact Community Action•Columbus, OH

18h

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

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
High School Diploma or G.E.D.
Ohio Driver's License and/or reliable transportation and ability to meet Agency's insurance carrier standards and policy.
Transportation insurance requirements.

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. Specific time will be spent educating customer 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
Print, scan and upload error-free applications containing customers' signature and provides completed application and required documentation to Emergency Assistance III staff person responsible for file audits and electronic file storage for HEAP and CSBG
Attends initial orientation and periodic training sessions as required to enhance Agency and program knowledge
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
Position meets required productivity standards established by management for taking application from target population
EAR I candidate must be able to complete various duties while simultaneously maintaining each program's processes, rules and guidelines with a sense or urgency
Assisting 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