Program Assistance Center (PAC) Eligibility Coordinator

United Way of South Central Michigan • Lansing, MI

6d • Hybrid

About The Position

The PAC Eligibility Coordinator oversees the daily operations of the eligibility team, ensuring accurate, timely and compliant eligibility determinations for energy assistance programs. This position provides supervision, training, quality assurance, and workload management while leading accessibility initiatives to promote equitable access to services. This is a hybrid position that can be based in any of UWSCMI's four office locations (Battle Creek, Jackson, Kalamazoo, or Lansing). The role requires a minimum of three days per week in the office and occasional travel throughout the region.

Requirements

• Previous experience in human services, business, or a related field. This may include five years of relevant professional experience; an associate degree (or equivalent college coursework) and three years of experience; or a bachelor's degree and one year of experience.
• Well organized with attention to detail.
• Excellent computer skills including Microsoft Excel, Word, PowerPoint and Outlook required.
• Ability to always maintain confidentiality.
• Strong verbal and written communication skills.
• Able to work independently and in a team environment.
• Ability to meet deadlines and prioritize projects.
• Must be able to bend, lift up to 25 pounds and stand, walk or sit for extended periods of time.
• Ability to work in front of a computer for extended periods of time.
• Reliable transportation for travel within the six county/four facility footprint.
• Use of a personal motor vehicle for transportation requires proof of insurance and the driver must have a valid Driver's license.
• Moderate level of stress caused by tight deadlines.
• 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.
• Identify barriers that may prevent households from successfully accessing services and develop solutions to improve program accessibility for individuals with disabilities, limited English proficiency, transportation challenges, technology limitations, and other unique circumstances.
• Ensure all eligibility determinations and service delivery activities comply with MEAP standards, guidelines, policies, and contractual requirements.
• Conduct quality assurance reviews and audits of denied applications to ensure eligibility decisions are accurate, appropriately documented, and compliant with program requirements.
• Maintain current training materials, standard operating procedures, and FAQs while recommending process improvements that enhance program quality and consistency.
• Assist PAC Program Director with projects as needed.
• Directly supervise Eligibility Specialists, providing coaching, guidance, performance management, and ongoing support.
• Lead the recruitment, onboarding, and training of temporary staff to ensure consistent application of program policies and procedures.
• Identify training needs and coordinate professional development opportunities for permanent and temporary staff.
• Monitor staff performance, provide regular feedback, and support employee growth, accountability, and productivity.
• Collaborate with internal departments and organizational leadership to support program objectives and organizational priorities.
• Assist the PAC Program Director with special projects, initiatives, and other duties as assigned.
• Other duties as assigned.

Benefits

• Medical coverage with an employer contribution of 90% towards single coverage and 75% 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
• 10% employer contribution into the 403(b) retirement plan each year
• 20 days Paid Time Off
• 13 days Paid Sick Time
• 5 Paid Volunteer Days
• 3 Floating Holidays
• 11 Paid Holidays each year

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree