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Title: Emergency Assistance Representative I

Classification: Non-Exempt

Reports to: Emergency Assistance Program Manager

Job Summary: Works directly with customers on an individual basis and/or provides program and general Agency information via telephone and in person. Verifies and processes information to determine eligibility for private, state and federally funded programs. Identifies additional customer needs and makes recommendations for referrals to additional programs. Provides customer education on a variety of topics.

Job Responsibilities:

• Greets, directs, and informs customers of all agency programs in person or by phone. Specific time will be spent educating customer on the Home Energy Assistance Program (HEAP), Community Service Block Grant Programs (CSBG), Percentage of Income Payment Programs Plus (PIPP+) and other fuel fund and crisis programs
• Conducts customer interviews to identify customer needs
• Accurately enters customers' program required information into the computerized database and files
• Understands program eligibility guidelines in order to process applications for HEAP and CSBG
• Verifies accuracy of customer income and other required compliance information
• Communicates with local regulated and non-regulated utility companies and other human services agencies
• Communicates with the general public and program participants
• Print, scan and upload error-free applications containing customers' signature and provides completed application and required documentation to Emergency Assistance III staff person responsible for file audits and electronic file storage for HEAP and CSBG
• Attends initial orientation and periodic training sessions as required to enhance Agency and program knowledge
• Provides a quality customer service experience for all customers by providing compassionate, active listening, and responding to customers' needs in a timely manner
• Makes referrals to other internal and external programs as needed
• Makes referrals to other community resources as appropriate
• Position meets required productivity standards established by management for taking application from target population
• EAR I candidate must be able to complete various duties while simultaneously maintaining each program's processes, rules and guidelines with a sense or urgency
• Assisting with roving sites and outreach activities when needed
• Serves as an advocate with utility vendors and community agencies. Places vendor utility accounts in good standing by pledging or re-verifying customer utility accounts. Relates accurate information to customers
• Assumes other duties assigned by the Program Manager, Director and/or the executive leadership

Working Conditions and Physical Requirements:

High-volume customer service office environment serving low-income people in crisis. Requires ability to operate telephone and personal computer for extended periods of time. Occasional travel.

Competencies and Knowledge, Skills and Abilities:

• Patient, Even-Tempered
• Integrity and Trust
• Action Oriented
• Drive for Results
• Strong Interpersonal Skills
• Decision Quality
• Problem Solving
• Process Management
• Excellent Customer Service Skills, in particular de-escalation
• Flexibility
• Verbal, Written Communication Skills
• Listening: Ability to communicate complex funder rules to the customer's level of understanding
• Technical Skills (e.g. PC Applications)
• Functional Knowledge and Skills - examples:
  • Knowledge of program eligibility guidelines, call center and applications processes

Minimum Education and Qualifications:

• High School Diploma or G.E.D.
• Prior non-profit/community action agency/human services/call center/case management experience preferred
• Ohio Driver's License and/or reliable transportation and ability to meet Agency's insurance carrier standards and policy. Transportation insurance requirements.

Equal Opportunity Statement:

IMPACT Community Action recognizes that a diverse workforce enhances the organization in many ways. We are committed to providing equal employment opportunities that foster diversity and meaningful experiences.