HEAP Eligibility and Enrollment Specialist

The Community Services Eligibility Specialist assists customers in determining eligibility for utility, energy, and crisis assistance programs and ensures clients receive the maximum benefit available based on their circumstances. This position provides customer service, conducts eligibility interviews, completes application processing, performs outreach, and enters data into program-specific software systems. The Eligibility Specialist serves as a key point of contact between clients, utility vendors, community partners, and internal CAC programs while maintaining confidentiality, accuracy, and compliance with program guidelines.

Enrollment and Eligibility Coordination Estimated Effort:

60% Answer client eligibility questions through phone calls, emails, walk-ins, and other in-person or digital methods. Accept and process new client applications through in-person and digital submission methods, including email, fax, and document drop-offs. Create and maintain digital client files based on eligibility documentation received. Assist clients with applications for Community Services programs, including but not limited to: Home Energy Assistance Program (HEAP) Emergency HEAP (E-HEAP) Percentage of Income Payment Plan (PIPP) Neighbor to Neighbor (N2N) CAC Crisis Fund Low Income Home Water Assistance Program (LI-HWAP) Enter client data accurately into multiple program software systems. Compare similar assistance programs and determine which option provides the greatest benefit to the client. Ensure eligibility determinations comply with current program rules and guidelines.

Customer Service Estimated Effort:

30% Conduct face-to-face and digital interviews to assess client needs and eligibility. Establish and maintain accurate digital client files. Provide courteous, professional, and respectful customer service to Community Services clients. Act as a liaison between clients, utility vendors, and community partners. Maintain a high standard of customer service while assisting clients, vendors, and partners. Answer phones, perform general typing, and complete filing for Community Services programs. Refer clients to other CAC programs and community resources as appropriate. Maintain knowledge of available community assistance resources. Protect the confidentiality of all client information in accordance with agency policy.

Service and Other Responsibilities Estimated Effort:

10% Adhere to all agency safety policies and procedures. Work effectively with minimal supervision. Maintain current knowledge of county and community resources and learn new programs as they become available. Attend meetings, conferences, and training sessions related to the position and share relevant information with appropriate staff. Perform other duties as assigned to support Community Services operations.

Minimum Requirements Education:

High School Diploma or equivalent.

Job-Related Experience:

Minimum of two (2) years of clerical or office experience Ability to pass a typing test at 30 words per minute with a maximum of three (3) errors in a three-minute test Technical capability with computers, scanners, fax machines, and printers

People Management Experience:

Not applicable.

Licenses, Certifications, and Accreditations:

Valid Ohio Driver's License Proof of insurance Fewer than three (3) points on driving record Preferred Qualifications Experience using the Ohio Community & Energy Assistance Network (OCEAN) Prior case management and customer service experience Proficiency with Microsoft Excel Working Conditions This position is stationed within the Community Services Program and includes an assigned desk and computer. Work is fast-paced and involves multiple, sometimes competing priorities and complex program guidelines. Program requirements, particularly for HEAP and related services, change frequently and require adaptability. The position may involve moderate to high levels of stress.