HEAP Intake Specialist

J O B D E S C R I P T I O N POSITION

Intake Specialist/Home Energy Assistance AGENCY:

Community Action Council of Portage County

RESPONSIBLE TO

HEAP Coordinator

GENERAL DUTIES

The Intake Specialist is responsible for the provision of all intake, outreach, and data entry functions related to the provision of emergency and other services under the Home Energy Assistance Program, including Winter Crisis operations, Summer Crisis Cooling operations, PIPP, Regular HEAP, and mandated activities under Ohio's statewide HEAP database. Also responsible for Intake, outreach, and data entry for other utility assistance programs as funding sources are available in conjunction with HEAP Services. The Intake Specialist reports directly to the HEAP Coordinator can be either full or part-time, and may be classified as permanent, temporary, or seasonal. The Intake Specialist position is classified as hourly and non-exempt. Individuals in this position must be extremely reliable and able to think creatively and work independently.

PRIMARY RESPONSIBILITIES

• Responsible for electronic and manual intake functions related to the daily operations of the Home Energy Assistance Program, and all utility assistance programs.

This includes interviews with clients either by phone or in person, customer screening, collection of required documentation, all data entry requirements under Salesforce/HEAP Portal; must ensure that all required customer signatures are complete and accurate.

• Assist in the provision of other customer (utilities) assistance to HEAP customers through the Prevention, Retention, Contingency Program (PRC), the Emergency Food and Shelter Program (EFSP), Fuel Funds, and others as available.
• Responsible for initial customer interviews, assessments, eligibility determinations, income calculations and verifications, case management (when applicable), and referrals to other agency programs, additional service providers, government, social service or other non-profit organizations as needed.
• Responsible for scanning all applicable customer documents into the provided system daily.
• May assist in daily operations of HEAP satellite offices and home visits located throughout the Agency's service territory if applicable.
• Responsible for assisting with and accurately completing online, paper, and dropped off HEAP and PIPP applications when needed.
• Responsible for completing client applications accurately and in a timely manner, and making sure all documentation is provided, forms are filled out completely and uploaded into the database immediately upon ending interview with client.

SECONDARY RESPONSIBILITIES

• Assists in the coordination and operations of any and/or all assigned agency programs.
• Refer customers to additional agency programs, service providers or other organizations as necessary.
• May be required to assist in processing of other energy program applications such as EPP, HWAP, etc.
• Assist the Program Supervisor in all applicable reporting, customer tracking, budgeting, and follow-up for all assigned programs.
• Inner-county travel to make home visits and attend meetings; may be required to work at sites other than the main offices of CAC if satellite centers are utilized.
• Must be willing to attend out-of town training and some overnight travel may be required. Must be willing to complete additional training, including but not limited to Salesforce/Portal database training, and extensive computer training.
• Should be willing to participate in agency events, job fairs, and other events regardless of specific program.
• Any duties that may be assigned from time to time.

QUALIFICATIONS

• Must possess a high school diploma/GED; college graduate preferred but not required; must be willing to take post high school courses, which relate to this position; must have at least one year experience in social services, government, or in an area where personal interaction with the public is a primary duty. Familiarity with utility programs and utility issues is preferable
• Must be computer literate, be familiar with basic computer operations in a windows environment, and be able to complete computer-generated applications accurately and in a timely fashion; significant experience in Microsoft Office applications, internet and web-based applications, & basic computer hardware operations a must.
• Must be detail oriented and able to enter data and fill forms out correctly and precisely into the provided database.
• Must be a team player, and able/willing to assist other staff and co-workers when needed.
• Must be able to effectively communicate (oral and written) with staff, professionals, elderly, low-income, youth, and minorities.

Must be customer service oriented; be able to communicate in a way that makes your client feel listened to and understood; be able to explain programs and benefits in a way that your client can understand and be able to change communication style based on your client's needs.

• Portage County residency is not required but must be familiar with the county.
• Must be able to work independent of close supervision, possess sound decision-making abilities; follow through on directives/assignments in a timely and effective manner. Must be dependable and be able to function well in stressful situations.
• Must be able to comprehend all local, state, and federal government policies and regulations as they relate to program operations and personnel.
• Must possess and maintain valid Ohio Driver's License, show proof of vehicle insurance, possess reliable transportation, and be insurable/bondable under agency insurance policies. Failure to maintain above may be grounds for termination.
• Must be able to pass a mandatory criminal investigation background check (BCI) and be willing to submit to random drug testing.
• Must be capable of lifting at least 25 pounds.
• Must be sensitive to the needs and problems of the low income, elderly, and handicapped residents of Portage County, Ohio.
• Must be familiar with the operations of office machines and have some basic typing and math skills.

SALARY AND BENEFITS

Hourly employee and salary range exist for position, placement in that range contingent upon available funding and status. Position may be full-time, part-time, temporary, or seasonal depending on agency needs and funding. Full benefit package, including hospitalization and agency pension plan, available if full-time permanent. ______________________________________ ____________________ Signature Date Community Action Council will consider all qualified applicants for employment without regard to race, religion, color, sex, military status, national origin, disability, age, or ancestry. The Community Action Council of Portage County is an "at-will employer" and all employment relationships are on an at-will basis.

Job Type:

Part-time Pay:

$15.00 per hour

Benefits:

Flexible schedule

Education:

High school or equivalent (Required)

Experience:

Customer service: 1 year (Preferred) Ability to

Relocate:

Ravenna, OH 44266: Relocate before starting work (Required)

Work Location:

In person