Informational Client Communication Specialist

Self Help Inc•Avon, MA

3d•$20

About The Position

Self Help Inc. is currently looking for an experienced Information/Client Communication Specialist to join our team. Agency Profile Self Help, Inc. is a nonprofit Community Action Agency (CAA) created to help families and individuals stabilize and secure their lives through education, strategic assistance, and building opportunities in their communities. We provide a range of services for families and households across Southeastern Massachusetts. Hourly Rate: $20 Job Summary Serves as an Agency contact for all incoming calls, answers call and directs caller to appropriate resources. Provides assistance to callers requesting specific information with regard to the status of their application, or how to apply to the program. Schedule intake appointments for prospective Fuel Assistance clients and give detailed information as to the necessary documentation that is required. Provides information on other available resources within the community. Serves as contact for all incoming emails to the [email protected] email daily and responds to client’s question in a timely manner. Serves as backup for client certification process when needed.

Requirements

Must pass a criminal background check and other required clearances
Valid driver's license and reliable transportation are required
Flexibility – able to easily adapt to new program guidelines and requirements, able to adjust to changing client issues as they arise
Communication proficiency – able to explain complex program requirements in a manner that is understood by the clients
Client Focus – ensure that client needs are thoroughly assessed and referrals are done based on the needs and available resources. Maintain client confidentiality. Maintain agency and program ethical code of conduct requirements and personnel polies
Technical Capacity – must be proficient in use of LIHEAP database, utilize email, telephone system and ADP system
Collaboration Skills – able to work professionally with clients, LIHEAP team members and supervisor
Must possess the ability to interact well with a cross section of the population, and to effectively communicate the guidelines as well as the documentation requirements for Fuel Assistance.
Must possess excellent telephone communication skills.
Must be able to effectively and respectfully communicate with all callers.
Must be computer literate and be able to work productivity in a fast-paced environment
Customer service experience required

Nice To Haves

Bi-lingual candidates encouraged to apply
Proficient in Excel

Responsibilities

Serves as an Agency contact for all incoming calls, answers call and directs caller to appropriate resources.
Provides assistance to callers requesting specific information with regard to the status of their application, or how to apply to the program.
Schedule intake appointments for prospective Fuel Assistance clients and give detailed information as to the necessary documentation that is required.
Provides information on other available resources within the community.
Serves as contact for all incoming emails to the [email protected] email daily and responds to client’s question in a timely manner.
Serves as backup for client certification process when needed.
Performs all responsibilities with the highest degree of professionalism. Maintains client confidentiality.
Gathers all information necessary to determine if new or existing client, determine client’s needs and concerns, and answers client’s questions.
Counsels’ clients in relation to their needs. Provides information on Self Help Fuel Assistance programs, Energy Conservation programs, and other available services and programs.
If information cannot be obtained from the database, the caller’s concerns are noted and given to the appropriate staff person for follow-through.
If appropriate, refer callers to volunteer agencies to facilitate intake process within their home communities.
Provides translation assistance.
Provides information on utility forgiveness programs.
Provides information on the availability of resources for households who have exhausted their Fuel Assistance benefits, or who may need referrals to non-energy-related agencies.
Provides assistance to LIHEAP Program Director with various outreach projects.
Works closely with Receptionist to maintain appointment log and providing proper notification of any appointment scheduled due to an emergency situation.
Supports the Fast Track review process for emergencies.