Intake Specialist

Community Action Partnership of Strafford County•Dover, NH

just now•$21 - $22•Onsite

About The Position

The Fuel Assistance Program Intake Specialist serves as the primary point of contact for individuals and families seeking utility and heating emergency benefits. This position conducts applicant interviews, collects and verifies required financial documentation, determines eligibility based on state and federal guidelines, and inputs data into proprietary software systems. This is a heavy customer service-based role focused on administrative intake rather than long-term case management.

Requirements

High School Diploma or GED equivalent required.
Minimum of 2 years of office administration, human services, or intensive customer service experience.
Proficiency with basic office suites (Microsoft Office/Google Workspace), high-speed data entry, and multi-line phone systems.
Exceptional verbal communication and interviewing skills, with an ability to manage emotionally stressful client situations calmly and empathetically.

Nice To Haves

Bilingual or bicultural capabilities (e.g., Spanish/English) depending on local community demographics.
Prior experience utilizing state or federal benefit tracking systems (LIHEAP, or state-specific energy portals).

Responsibilities

Conduct in-person and phone appointments for Fuel and Electric Assistance applicants.
Process emergency applications as needed for fuel and electric assistance and provide direct support to clients during the application process within 48 hours.
Accurately enter and maintain application data in tracking systems, including ECOS and Empower, ensuring at least 95% accuracy.
Respond to phone inquiries, Sfax communications, and emails within one business day, providing clear and helpful guidance.
Maintain a clean, organized office environment, including daily restocking of materials and supplies.
Accurately obtain, verify, and record client information; create and maintain required records and databases.
Collaborate with staff and clients to help maintain a safe and respectful environment.
Demonstrate reliability as a team player with strong customer service skills and a commitment to supporting clients while adhering to agency policies and guidelines.
Operate standard office equipment, including computers, copiers, and scanners.
Maintain strong organizational, verbal, and written communication skills.
Perform other duties as assigned.