Intake Specialist for EnergyProgram (Nonprofit)

PACE • Los Angeles, CA

18h • $19 - $22 • Onsite

About The Position

PACE Energy Department Is looking for a motivated and service-oriented INTAKE SPECIALIST to join the team! The Intake Specialist will provide frontline services to clients seeking assistance through the Home Energy Assistance Program (HEAP) under a contract with the State of California Community Development. This position requires exceptional customer service skills to effectively serve walk-in clients, process online applications, handle mail-in applications, assess eligibility, complete applications, and ensure accurate documentation while maintaining a welcoming and professional environment. This is a great opportunity to gain valuable experience and skills, grow your career, all while making positive impact to your community!

Requirements

• High school diploma or equivalent required; Associate's degree in social services, human services, or related field preferred
• Minimum of 1-2 years of customer service experience, preferably in a social services or nonprofit setting
• Experience with online application systems, web portals, or digital document management preferred
• Experience processing mail-in applications and handling physical documentation preferred
• Strong interpersonal and communication skills with the ability to interact effectively with diverse populations
• Excellent organizational skills and attention to detail
• Proficiency in Microsoft Office Suite, database management systems, and web-based applications
• Experience with scanning equipment and document imaging systems preferred
• Comfortable navigating multiple computer systems and digital platforms simultaneously
• Ability to handle sensitive situations with empathy, patience, and professionalism
• Bilingual skills strongly preferred: Korean, Spanish, or Russian
• Knowledge of energy assistance programs and State of California Community Development guidelines preferred
• Ability to work independently and as part of a team in a fast-paced environment
• Exceptional customer service orientation with a commitment to client satisfaction across in-person, digital, and mail channels
• Strong problem-solving abilities and critical thinking skills
• Ability to multitask and manage competing priorities effectively among walk-in clients, online applications, and mail-in submissions
• Cultural competency and sensitivity to the needs of low-income and vulnerable populations
• Professional demeanor and appearance appropriate for client-facing role
• Adaptability to work with traditional paper-based, digital, and hybrid application processes
• Commitment to maintaining confidentiality and adhering to ethical standards
• Must pass employment verification/reference check
• COVID vaccination required; must have two doses of Pfizer or Moderna or a single-dose of Johnson & Johnson. Those that need a medical or religious exemption must reach out separately

Responsibilities

• Greet and assist walk-in clients in a professional, courteous, and culturally sensitive manner
• Process and review HEAP applications submitted through multiple channels: walk-in, online portal, and mail
• Open, sort, and log mail-in applications received daily, ensuring proper date stamping and tracking
• Conduct initial intake interviews with walk-in clients to determine eligibility for HEAP services
• Review online and mail-in applications for completeness and accuracy, following up with applicants as needed
• Explain program requirements, application processes, and available assistance options to clients in-person, via phone, email, and written correspondence
• Collect, review, and verify required documentation including identification, income verification, utility bills, and residency proof from walk-in, online, and mail-in applicants
• Accurately complete and process HEAP applications in compliance with State of California guidelines and program regulations
• Scan and digitize mail-in applications and supporting documents for electronic filing and processing
• Maintain organized client files for in-person, online, and mail-in applications, ensuring all documentation is complete and properly filed
• Enter client information and application data into agency database systems with accuracy and attention to detail
• Monitor application queues from all intake channels and prioritize applications based on submission date and urgency
• Track application status and provide clients with timely updates on their case progress via phone, email, mail, or in-person
• Coordinate with utility companies and other service providers as needed to facilitate assistance delivery
• Maintain strict confidentiality of client information in accordance with privacy regulations
• Respond to client inquiries via phone, email, online portal messaging, mail, and in person in a timely and professional manner
• Prepare regular reports on intake activities, client demographics, and program statistics for all intake channels (walk-in, online, and mail-in)

Benefits

• Affordable and robust Medical, Dental, Vision, and Life insurance plans for employee plus family with generous employer contributions
• 401(k) retirement plan
• We offer paid holidays, vacation pay and paid sick leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees