Sr. Outreach Program Coordinator

New Jersey Resources • Wall, NJ

3d • Hybrid

About The Position

New Jersey Natural Gas (NJNG), a subsidiary of New Jersey Resources, is seeking a Sr. Outreach Program Coordinator. This role is responsible for reviewing, validating, approving, and processing Energy Assistance Program applications, including LIHEAP, USF, and Gift of Warmth (GOW). The position ensures applications are accurate, complete, compliant, and ready for payment processing, while providing quality control oversight and resolving complex case issues within CRM and DCA Oracle/JAVA systems. In partnership with the Outreach Manager, this position also supports the Company's outreach initiatives by building and maintaining relationships with customers, municipalities, community organizations, and local partners. The role promotes awareness of energy assistance and weatherization programs through community events, presentations, and outreach activities, helping increase participation among income-qualified customers and connecting them with resources to manage their energy costs.

Requirements

• Bachelor's degree in Business, Social Services, Public Administration, or a related field required; equivalent combination of education and relevant work experience may be considered in lieu of a degree.
• Minimum of 4-5 years of experience in program coordination, customer assistance, case management, or a related field, preferably supporting energy assistance or benefit-based programs.
• Experience reviewing, validating, and processing Energy Assistance Program applications (e.g., LIHEAP, USF) or similar public assistance, grant, or benefit eligibility programs required.
• Demonstrated ability to review complex documentation, determine eligibility, resolve discrepancies, and ensure compliance with program requirements.
• Strong analytical, problem-solving, and decision-making skills with exceptional attention to detail.
• Excellent interpersonal, written, and verbal communication skills with the ability to interact effectively with customers, community partners, and internal stakeholders.
• Strong organizational and customer service skills, including the ability to manage multiple priorities and meet time-sensitive deadlines.
• Proficiency with Microsoft Office Suite and web-based case management or data tracking systems.
• Ability to develop and deliver training, provide coaching, and support process improvement initiatives.
• Ability to establish and maintain effective partnerships with community organizations, municipalities, regulatory agencies, and other external stakeholders.
• Willingness to work occasional evenings and weekends to support outreach events, community engagement activities, and enrollment initiatives.
• Ability to gather, compile, analyze, and enter data accurately and efficiently.
• Ability to work effectively under pressure, manage frequent interruptions, and adapt to changing priorities.
• Commitment to maintaining a high level of confidentiality and handling sensitive customer information with discretion.

Nice To Haves

• Bilingual (Spanish) language skills preferred.

Responsibilities

• Conduct customer interviews, support application intake, process submissions, and respond promptly to energy assistance inquiries.
• Review, validate, and approve Energy Assistance Program applications to ensure accuracy, completeness, compliance, and payment readiness.
• Perform advanced case reviews in CRM and Oracle/JAVA systems, resolving documentation discrepancies, household conflicts, case errors, mergers, and zero-income verification requests.
• Train, onboard, coach, and support team members on application processing, documentation standards, systems, customer service practices, and program requirements.
• Develop and maintain training materials, job aids, process documentation, tracking tools, and reports to promote consistency, quality, and compliance.
• Educate customers on available energy assistance and energy efficiency programs, including LIHEAP, USF, NJ SHARES, PAGE, Lifeline, Comfort Partners, and other community resources.
• Support outreach initiatives by representing the Company at community events, conducting presentations and home visits, and helping increase program awareness and participation among eligible customers.
• Partner with internal departments, regulatory agencies, and community organizations to resolve customer issues, address complaints, and support service continuity.
• Maintain compliance with all federal, state, agency, and Company policies while safeguarding confidential customer information.
• Perform other duties as assigned.

Benefits

• Day one medical coverage, including prescription, vision and dental plans
• 401(k) plan with a generous company match
• Direct Stock Purchase Plan (with optional payroll deduction for employees)
• Wellness perks, including free on and off site fitness centers and other programs
• Confidential Employee Assistance Program
• Professional development and tuition reimbursement
• Vacation and company-paid holidays
• Flexible work arrangements with many roles offering hybrid options

What This Job Offers

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