Program Assistance Center (PAC) Associate

United Way of South Central Michigan • Hanover Township, MI

22h • Hybrid

About The Position

The Program Assistance Center Associate plays a vital part in ensuring timely service delivery to individuals in need of utility assistance. The role is essential in helping to meet immediate needs and uphold the program's mission of supporting vulnerable members of the community.
This position is hybrid with a minimum of three days in the office a week in any of the UWSCMI offices (Kalamazoo, Battle Creek, Jackson, Lansing). Most of the PAC team co-locates in Jackson and occasional travel to the Jackson office will be required along with other occasional travel within the region as needed.
Note: This position is posted in multiple locations but it represents a single opportunity. Duplicate postings are intended to reach a broader candidate pool and reflect regional hiring flexibility.

Requirements

• Demonstrate a commitment to equity, diversity, and inclusion and ability to apply anti-oppressive and anti-racist principles in the workplace.
• Minimum of one year in a customer service administrative role preferred, with demonstrated experience in data entry, and proficiency in Microsoft Office or a Bachelor's degree.
• Ability to work with a broad range of clients with a focus on creating access for historically underrepresented and marginalized communities.
• Strong attention to detail and ability to manage time effectively in a fast-paced setting.
• Excellent organizational and communication (both written and oral) skills.
• Good problem solver, consensus builder, and decision maker.
• Willingness to adapt to changing procedures and priorities.
• Proficiency in using database software and Microsoft 365 applications including Excel, Word, PowerPoint and Outlook.
• Ability to maintain confidentiality.
• Ability to work in front of a computer for extended periods of time.
• Frequent sitting, standing and walking.
• Reliable transportation for local travel. Use of a personal motor vehicle for transportation requires proof of insurance and the driver must have a valid Driver's license. Candidates must pass a Motor Vehicle Record standard.
• Occasional work outside of normal business hours.
• Successful completion of a criminal background check.
• Candidate must be able to work successfully in a remote environment with private office space and high-speed internet.

Responsibilities

• Contribute to an equitable, diverse and inclusive organizational culture that centers people in every solution, process and function.
• Commitment to trauma-informed and people-centered care principles, with an understanding of the impact of trauma on individuals and communities.
• Process, track, and manage utility referrals, ensuring all referrals are accurate, properly documented, and followed up on in a timely manner to support client needs.
• Review and assist with processing utility applications, verifying completeness, accuracy, and compliance with program and organizational requirements.
• Track daily application submissions and enrollment numbers, preparing reports and communicating trends, concerns, or discrepancies to leadership.
• Provide backup support for de-enrollment processing, ensuring accuracy, documentation, and continuity of operations during staff absences or high-volume periods.
• Review, assess, and deny pending reports when appropriate, ensuring all actions align with program requirements, policies, and internal guidelines.
• Monitor call volumes and daily activity, identifying trends, potential issues, or service gaps, and escalating concerns to leadership when necessary. Assist in addressing escalating situations with callers and call back request.
• Review and monitor survey feedback, identifying themes and sharing relevant information, including positive feedback, with leadership and staff as appropriate.
• Assist with monitoring and responding to messages in the PAC inbox, triaging requests and routing items to the appropriate staff to ensure timely resolution.
• Assist in answering staff questions as needed.
• Coordinate PAC's participation in community awareness events/fairs across UWSCMI regions and staff them as necessary.
• Serve as backup support for Facebook monitoring and responses, maintaining professionalism and confidentiality when engaging with the public on social media.
• Assist with IT setup and support as needed, including basic troubleshooting, system access coordination, and equipment setup for staff.
• Other duties as assigned.

Benefits

• United Way of South Central Michigan offers a competitive total rewards package including a competitive salary, medical coverage with an employer contribution of 85% towards single coverage and 70% towards dependent coverage, dental and vision with a 90% employer contribution towards single and dependent coverage, life insurance with an employer-paid benefit of 2 times annual salary, short-term disability and long-term disability effective the date of hire. In addition, United Way provides a 10% employer contribution into the 403(b) retirement plan each year with full vesting after 3 years of service and 20 days Paid Time Off, 13 days Paid Sick Time, 5 Paid Volunteer Days, 3 Floating Holidays and 11 Paid Holidays each year (Paid time off, sick time. Paid volunteer time and floating holidays are prorated the first year).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level