HEAP Eligibility and Enrollment Specialist

Position Impact and Purpose…

The purpose of this position is to assist customers with knowledge of which programs they would be eligible for and which programs will benefit them the most. This staff member will assist with HEAP Outreach, customer service, make telephone contacts, and complete data entry into each program-specific software. This position helps customers with heating and cooling assistance through a variety of assistance programs including but not limited to HEAP, Emergency HEAP, Percentage of Income Payment Plan, Neighbor to Neighbor, and Crisis Fund applications. This position should also make knowledgeable referrals to other programs within the agency that the client will be eligible for.

Essential Functions…

Functional Area: 

Customer Service

Estimated Effort:  30%

Responsibilities, Deliverables, Outcomes and Expectations

 ·         Assists client with face to face and digital (phone, email, fax) interviews to determine eligibility for multiple programs

 ·         Responsible for establishing and maintaining digital client files

 ·         Performs in a courteous and professional manner while assisting Social Service clients

 ·         Responsible for being an effective and courteous liaison between the clients, utility vendors, & partners

 ·         Responsible for maintaining excellent customer service reputation while assisting clients, vendors, & partners

 ·         Responsible for answering phones, general typing, and filing for all Social Service programs

 ·         Ability to refer clients to other agency programs as needed and appropriate

 ·         Must have or gain the knowledge of what types of assistance are available in the community and where they can apply

 ·         Maintain confidentiality of all clients who come into the agency for assistance

 ·         Responsible for answering phones, general typing, and filing for all Social Service programs

Functional Area: 

Enrollment and Eligibility Coordination

Estimated Effort:  60%

Responsibilities, Deliverables, Outcomes and Expectations

 ·         Answer client eligibility questions through various in-person and digital methods including phone calls, emails, and walk-ins

 ·         Take in new client applications through various in-person and digital methods, including emails, faxes, and drop-offs

 ·         Create digital client files based on information received per client based on eligibility

 ·         Assist clients with various applications within the Social Services Department

 ·         Will have or gain the ability to enter client data and process applications through multiple program’s software

 ·         Must have or gain the ability to determine eligibility for all Social Service programs, including but not limited to:

o Home Energy Assistance Program (HEAP)

o Emergency HEAP (E-HEAP)

o Percentage of Income Payment Plan (PIPP)

o Neighbor to Neighbor (N2N)

o CAC’s Crisis Fund

o Low Income Home Water Assistance Program (LI-HWAP)

 ·         Compare similar programs and decide which program would give the client the greater benefit

Functional Area: 

Service and Other Responsibilities

Estimated Effort:  10%

Responsibilities, Deliverables, Outcomes and Expectations

 ·         Adhere to all agency safety policies and procedures

 ·         Work well with minimal supervision

 ·         Be a wealth of available resources in our county. Learn new programs when they become available.

 ·         All other duties as assigned

 ·         Attend meetings, conferences, and training sessions related to the duties of this position and disseminate acquired information to appropriate individuals inside and outside

the agency

Minimum Requirements…

Education: 

·   High School Diploma or equivalent.

Job-Related Experience:

·   Minimum of two (2) years clerical/office experience.

·   Must pass typing test with 30 words per minute per 3-minute timed typing test with maximum of 3 errors.

·   Computer/Scanner/Fax/Printer technical capability.

People Management Experience:

·   Not applicable.

Licenses, Certifications, and Accreditations:

·   Must have valid driver’s license, insurance, and less than 3 points on record.

Preferred Qualifications…

Preference given to an individual with knowledge and experience using Ohio Community & Energy Assistance Network (OCEAN).

Preference given to an individual with prior case management and customer service experience.

Preference given to an individual with Microsoft Excel capability/comfortability.

Working Conditions…

Position will be stationed within the Social Services Program of the agency with their own desk and computer equipment. Work is fast-paced at times and involves multiple, sometimes competing priorities, including management of complex project details. Can involve moderate-to-high levels of stress. HEAP Program guidelines change frequently.