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Utility Assistance Specialist

4 months ago

Lancaster, United States Community Action Partnership of Lancaster County inc Full time
Job DescriptionJob Description

JOB SUMMARY

Position Title: Utility Assistance Specialist

Program: Outreach/Utility Assistance

Classification: Non-Exempt/Full Time

DUTIES AND RESPONSIBITIES

The following statements reflect the general duties, responsibilities and competencies considered

necessary to perform the essential duties and responsibilities of the job and should not be considered as

a detailed description of all the work requirements for the position. CAP may change the specific job

duties with or without prior notice based on the needs of the organization.

Program Implementation

• Determine eligibility and enroll customers into utility assistance programs

• Maintain open communication with your supervisor

• Provide additional information and referrals to other community resources

• Conduct face to face intake and assessments for utility assistance services

• Answer calls, retrieve messages and returns calls in a timely manner

• Support UGI Specialist as needed

• Provide excellent customer service; respond to customer’s concerns and work towards resolution

Data Management

• Enter data in the Empower Lancaster system

• Conduct financial assessments, scan and upload income documents in portals

• Maintain current and accurate records and case notes

• Maintain service logs and paperwork required by all utility contractors

Continuous Quality & Performance Improvement

• Complete work with fidelity and accuracy

• Meet time goals as outlined by supervisor

• Use reflective listening and other self-reflection tools to aid the person or family in reaching greater stability

• Provide for the confidentiality of protected customer and program information

• Work with LEAD Specialist to resolve urgent matters

• Work independently efficiently and with integrity

Teamwork, Partnerships & Collaboration

• Work with coworkers in a respectful, meaningful way to best serve the customers and to develop best practices for workflow and projects.

• Collaborate/Advocate with other CAP programs to ensure stability and partnership

• Connect to other community programs to ensure viable partnerships are developed to enhance program delivery and referral process

• Represent the Utility Assistance department, as requested, at public community events

Innovation and Professional Development

• Participate in regular meetings and ongoing professional development in relation to project and organizational goals

• Attend utility forums/trainings with PPL and UGI

• Participate in program evaluation, development and problem solving

• Set individual professional goals and steps for attainment, frequently re-evaluating

EDUCATION/EXPERIENCE REQUIREMENTS

• Bachelor’s Degree or high school Diploma with two years of relevant experience

• Experience working with low-income families and community services, preferred

• Excellent verbal and written communication skills

• Ability to write accurate, complete and professional case notes

• Ability to complete paperwork, maintain consistent accurate records, handle multiple tasks and

work with autonomy

• Strong organizational and time management skills

• Proven track record of maintaining a positive work atmosphere by behaving and

communicating in a manner that fosters good relations with clients, customers, co-workers and

supervisors

• Ability to treat clients, co-workers and public in a respectful and courteous manner at all times

• Ability to develop a sense of community with staff, program participants and volunteers

• Ability to remain calm and focused on the face of other’s distress

• Ability to develop a supportive, empowering culture for diverse members of the community

• Valid PA driver’s license must possess vehicle and be able to travel to various locations throughout Lancaster County. Has valid insurance and full-time use of a vehicle

• Must obtain FBI, Child Abuse and PA State Police clearances before starting work

• Bilingual preferred

•Perform other reasonable related business duties as assigned by supervisory personnel

**Please see attached for full job description**

WE Values our Team by uniting our employees with the mission. WE offer strong purpose with a compassion for work-life balance. Below is a glimpse of our robust benefits offered:

  • Sign-on Bonus
  • Benefits: Medical, Dental & Vision Coverage / 403(b) Plan / Life Insurance / EAP Program
  • Generous number of PTO Days banked annually
  • Paid Parental Leave
  • Tuition Reimbursement
  • Employer- Assisted First Time Homebuyer Program

Equal Employment Opportunity

CAP provides equal employment opportunities to all qualified individuals without regard to race, gender, disability, ethnicity, religion, sexual orientation, age, citizenship, veterans status or genetic information.

Americans with Disabilities Act

Applicants as well as employees who are or become disabled must be able to perform the essential duties and responsibilities either unaided or with reasonable accommodation. The agency will determine reasonable accommodation on a case-by-case basis in accordance with applicable law.