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Program Specialist Intake/Outreach Coordinator

1 month ago

Visalia, California, United States Community Services and Employment Training, Inc. Full time
Job Summary

Under the general direction, this position independently holds appointment workshops, activities, and functions relating to LiHEAP utility assistance, and exercises initiative in carrying out a variety of professional, administrative, technical, and analytical assignments in such areas as energy assistance, water conservation, and related fields.

Key Responsibilities:

  • Provides exceptional customer service, including efficient, precise, and courteous communication.
  • Conducts face-to-face interviews with customers seeking utility/weatherization assistance.
  • Assists clients with the intake process, completes, gathers, and secures all documentation required to determine the client's household eligibility for assistance.
  • Computes and identifies eligible participants for assistance as per program guidelines.
  • Provides program outreach, energy conservation, and budgeting education, and represents the agency at community events.
  • Interprets standards and guidelines to clients, and answers questions regarding program, process, and application status.
  • Handles inbound calls, and incoming and outgoing mail, scheduling appointments, and makes appointment confirmations.
  • Provides call center and front desk services.
  • Acts as an agent of information to communicate other resources within the agency/community and makes referrals as needed to clients.
  • Makes contact with utility companies to assure continuation or re-establishment of energy service.
  • Contacts vendors to verify account details and make payment pledges and other arrangements based on program guidelines.
  • Collects invoices and forwards payment requests for services provided by vendors.
  • Generates and maintains all client files, ensures all files contain all required documents and are complete, clear, thorough, and accurate as per program guidelines.
  • Prioritizes and batches applications for data entry.
  • Files and purges client files and performs other related office clerical work.
  • Data entry and maintaining systems of record keeping.
  • Inputs accurate and compliant application information into the program and departmental established databases.
  • Responsible for workload management.
  • Prepare and generate reports that are legible, accurate, and submitted according to established deadlines.
  • Provides courteous and friendly customer service.
  • Assists in performing client file reviews to ensure compliance and documents and reports non-compliant activity for Energy Services Programs.
  • Locates and corrects data entry errors.
  • Participates in training and professional development activities to build the required knowledge for the position.
  • Travel to facilitate Energy Services workshops at satellite offices and make home visits as needed throughout Tulare County.
  • Complete assigned tasks and assignments in a timely manner, meet deadlines, and set goals.

Requirements:

  • Ability to work effectively with minimal supervision.
  • Ability to manage caseload; communicate sufficiently to explain technical information to people of various socioeconomic, cultural, and educational backgrounds in a group or one-on-one setting.
  • Ability to read, interpret, and explain rules, regulations, policies, and procedures pertaining to energy assistance programs in both English and Spanish.
  • Ability to write clear, concise, and grammatically correct case narratives, reports, records, and letters.
  • Ability to follow verbal and written instructions and seek guidance when appropriate; retain and recall information.
  • Ability to adjust to changes in workload and coordinate work with others under the stress of meeting deadlines.
  • Ability to organize work in a step-by-step order.
  • Ability to keep systematic and accurate records; collect and evaluate information.
  • Ability to verify information obtained from clients; maintain the confidentiality of all information and materials.
  • Ability to develop and maintain effective working relationships with members of other agencies and the general public.
  • Ability to travel throughout Tulare County to provide services as needed.

Work Environment:

The work environment characteristics described here are representative typically situated in a standard office environment resulting in little exposure to the weather and requiring no unusual physical abilities:

  • Must be able to sit, walk, and stand for long periods.
  • Must be able to bend, stoop, and reach.
  • Must be able to travel within Tulare County.
  • Must be able to perform substantial movements (motions) of the wrists, hands, and/or fingers sometimes repetitively.
  • Must be able to read, understand, and explain various forms and written material.