Manager - Low Income & Advocacy

Iberdrola•Kirkwood, NY

19h•Onsite

About The Position

Responsible for management of Low Income and Energy Affordability Programs (LI-EAP) of approximately $50M. This includes but is not limited to administration, outreach, budget, reporting, and reconciliation of the programs. Determines process and procedures for program. Responsible for customer communication and satisfaction. Acts as Liaison with the Public Service Commission for all inquiries related to LI-EAP. Responsible for relationship with Department of Health and Human Services ensuring public assistance payments of up to $50m for low-income customers. This includes coordination with over 50 counties in New York State to ensure timely follow up on promised payments. Ensure reconciliation and follow up on behalf of customers. Acts as a liaison with State DSS (OTDA) for HEAP related matters. Provides leadership for customer advocate team located throughout the service territory. Team is responsible for ensuring the Companies have processes in place to meet the requirements of special needs customers. This population includes Life Support, Medical Hardship, Elderly, Blind and Disabled customers. Provides community outreach within Divisions to educate and promote programs. Ensures all regulatory requirements for protected customer population are met. Responsible for management of Company sponsored Heating Funds. Coordinate with Red Cross to promote programs and refer Customers as appropriate. Responsible for storm support for entire service area. Manages required Life Support process during outages. Issues daily and major storm reports as requested by PSC.

Requirements

Bachelor's Degree in related discipline or 8-10 years’ experience in related field
Familiarity with NY state rules & regulations related to Customer Service.
Credit & collection experience.
SAP CCS experience.
A minimum of 5 years supervisory experience preferred or demonstrated managerial and leadership skills.
Creative problem-solving skills.
Strong interpersonal, communication, organization and follow-through skills.
Prior experience with project management preferred.
Ability to multitask and set priorities.
Acts as mediator/negotiator with all perspective business partners.
Customer focused.
Ability to administer to budgets, contracts, staffing needs, performance management goals and objectives.
Demonstrated ability to coordinate with utility professionals across the company.
Ability to develop and manage a safe work environment.
Travel will be required across NYSEG and RG&E territories.

Responsibilities

Responsible for management & spending for Low Income Programs.
Ensure customer enrollments, monitor spending and create variance reports.
Close any gaps in spending.
Prepare monthly/quarterly reporting for PSC.
Work with Department of Health and Human Services ensuring public assistance payments of approximately $50m for low-income customers.
Manage the flow of communication related to all assistance programs, including program outreach and communication with customers and human service agencies.
Ensures compliance with laws and regulations.
Handles policies and procedures for Heating funds; coordinates with Heart Share.
Daily management of staff; coaching for performance and growing talent within the organization.
Update outreach/training/internal communications.
Provide advocacy and outreach within community.
Attend EAP working group meetings and coordinate new state programs.