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LIHEAP Clerk - Client Access Team Partnership for Community Action, Inc. - 3.8 Decatur, GA Job Details Full-time $14.18 - $19.23 an hour 20 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Qualifications Interpersonal skills Phone communication Standard Operating Procedures (SOPs) implementation Intake Service scheduling Regulatory compliance Client file management High school diploma or GED Meeting scheduling Driver's License Attention to detail Quality assurance standard operating procedures Quality control Document quality checks Social service program compliance monitoring Standard operating procedures (SOPs) Office phone management Quality data entry Customer data entry Full Job Description Position Summary & Purpose Under the direction of the LIHEAP Program Manager, performs advanced clerical, technical, and program support functions for the Low Income Home Energy Assistance Program (LIHEAP). Serves as a subject matter resource within the Client Access Team and assists with workflow coordination, quality assurance, customer service support, problem resolution, staff development, and continuous process improvement. Works collaboratively with team members across multiple functional areas to ensure timely, accurate, and professional delivery of LIHEAP services while maintaining compliance with established policies, procedures, and regulatory requirements. This position is responsible for helping ensure clients receive excellent service from their first interaction with the agency through appointment scheduling, application assistance, and ongoing communication throughout the application process.

Position Details Department:

Energy Office Location:

Varies Position Type:

Temporary, full-time

FLSA Status:

Non-Exempt Salary Range:

$14.00

Direct Supervisor:

Energy Coordinator Travel Requirements:

30%

Primary Work Area:

Office Environment Direct Reports:

None Work Schedule:

Varies based on site Functional Areas Phone Room Operations Reception/Front Desk Appointment Scheduling Client Communication Customer Service Essential Responsibilities Monitor call quality, professionalism, and phone etiquette. Support appointment scheduling processes and workflow management. Review client notes and system documentation for accuracy and completeness. Assist staff with client communications and customer service procedures. Identify customer service trends and recurring client concerns. Recommend improvements to the client experience. Support training related to customer service standards and communication practices. Assist with resolving routine client service issues. Monitor client access workflows and identify barriers affecting service delivery. Support front desk and reception operations as needed. Monitor client waiting times, appointment availability, and service accessibility. Assist with implementation of customer service initiatives and process improvements. Coordinate communication efforts to ensure consistent messaging to clients. Shared Responsibilities of All LIHEAP Clerks Regardless of functional assignment, all LIHEAP Clerks will: Process applications when operationally needed. Provide SOP guidance and procedural support. Assist staff with cross-training and development. Monitor quality and compliance within their functional area. Track recurring issues and recommend solutions. Support workflow coordination and coverage planning. Participate in reporting and issue resolution efforts. Escalate policy questions and program exceptions to management. Maintain client confidentiality and professionalism. Serve as a subject matter resource within their assigned functional area. Participate in team meetings, training sessions, and continuous improvement initiatives. Support agency-wide LIHEAP operations as business needs require Required Knowledge, Skills, and Abilities High school diploma or equivalent required. Related LIHEAP, energy assistance, eligibility processing, or human services experience preferred. Strong computer skills and ability to work efficiently across multiple software platforms. Ability to complete intake, document review, data entry, file updates, research, and client follow-up accurately. Strong understanding of file review, documentation standards, client confidentiality, and program compliance. Ability to interpret and follow SOPs, written procedures, state guidance, and agency policies consistently. Ability to help others understand approved procedures without creating new instructions or acting outside assigned authority. Strong attention to detail, organization, and follow-through. Ability to identify errors, common questions, and process gaps and communicate concerns clearly. Strong verbal and written communication skills. Ability to remain calm and professional during high-volume periods and difficult client interactions. Reliable transportation and valid driver's license for occasional travel, if needed. Knowledge of customer service principles, call handling techniques, and appointment scheduling procedures. Ability to effectively communicate with diverse populations and individuals experiencing crisis or hardship. Physical Demands The physical demands described here are representative of those that must be met to perform the essential functions of the role. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions. While performing duties, the employee may be required to sit, stand, walk, bend, stoop, push, pull, lift (up to 25 lbs.), and use hands for handling or operating objects or tools. This position also requires the ability to speak clearly and listen attentively, and includes specific vision abilities such as close vision, peripheral vision, and the ability to adjust focus. Additional Information The statements above reflect the general nature of the work expected in this position. They are not intended to be an exhaustive list of responsibilities. PCA reserves the right to revise job duties to meet evolving organizational needs. Candidates may demonstrate equivalent practical experience in place of formal requirements when appropriate

Pay:

$14.18 - $19.23 per hour Expected hours: 40.0 per week

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person