Job Title: Fuel and Electric Program Assistant
Program/Dept.:Outreach Services
ReportsTo: Fuel and Electric Assistance Manager
Status:Full Time 40 hours/week
ProbationaryPeriod: Ninety (90) days
Work Schedule:Monday-Friday
GENERAL DESCRIPTION
The Fuel and Electric Program Assistant is a high-level content expert within our Energy Services department. The FAP/EAP Program Assistant acts as a resource assisting clients with the fuel and electric application process. This role safeguards the quality of client services by serving as a vital bridge between clients and staffaddressing concerns, resolving conflicts to ensure fair and equitable treatment, and upholding our commitment to delivering the highestquality, support to every client.
EDUCATION AND EXPERIENCE
- High School diploma or GED(required)
- Associate degree or experience in the nonprofit field(preferred)
- Requires working knowledge of social services available in the community, such as LIHEAP or Electric Assistance Program, or ability to rapidly acquire suchinformation
- Strong computer skills, including proficiency in Microsoft Office products and abilityto quickly learn program-specific software programs. Web-based computing experience preferred.
- Ability to create and maintain databases as well as generate reports that comply with agency and contract requirements.
CORE RESPONSIBILITIES
- Greet and welcome clients applying for Energy Services
- Accurately process and file all fuel and electric assistance applications within 24 hours
- Record application data into tracker, empower data bases maintaining 98% accuracy
- Respond to all phone inquiries, Sfax and emails within one business day, providing clear information and guidance
- Accurately triage all calls placed to the department
- Maintain an organized and clean office area, restocking materials as needed, daily
DUTIES
- Conduct self in a professional manner suitable for an officeenvironment
- Date stamp, upload, distribute and file all necessary fuel and electricapplication documentation
- Assists with data entry of fuel and electric assistanceapplications
- Must have the ability to obtain and record accurate information; create andmaintain required records and/ordatabases
- Answer questions and assists clients with filling out applications and requiredforms
- Work with staff and clients as necessary to maintain a safe environment for all
- Must be a reliable team player with excellent customer service skills and the desireto provide client services while observing and maintaining agency policies and guidelines
- Knowledge of all office equipment to include copier andcomputers.
- Excellent organizational as well as verbal and written communicationskills
- Positive attitude, proven ability to work successfully with diversepopulations
- Other duties as assigned
GENERAL EXPECTATIONS
- Respects confidentiality of information about agency staff, personnel issues, and other programoperations.
- Plan, assign, coordinate, organize and prioritizework.
- Models direct, positive, honest, and respectful behavior in every aspect of workwith children, families, staff, and communitymembers.
- Energetically engages people, issues, and work.
- Applies the highest ethical standards to themselves and others daily.
- Supports others in their efforts to be productive and effective and succeed in workand life.
- Actively participates in teambuilding, which includes sharing ideas and mutual supportof teammembers.
- Consistently uses interpersonal skills that are appropriate for individual styles, personalities, cultures, the nature of the work, and the environment in which the workis being done.
- Practices honest, respectful, and direct communication as well as active listening.
