Assurance 16 Specialist

JOB TITLE: Assurance 16 Specialist DEPARTMENT: Energy Operations

REPORTS TO: Energy Program Coordinator FLSA: Non Exempt

SALARY: $19.00/hr.

Summary & Scope:

The Low-Income Home Energy Assistance Program (LIHEAP) is designed to assist eligible low-income households pay for winter energy services. LIHEAP will provide a one-time benefit to eligible households to be used for energy bills. Assurance 16 Specialist provides direct customer service to applicants. He/She ensures application completion and documentation and verifications adhere to all compliance regulations set forth by DSS. In addition to LIHEAP applications, the Assurance 16 Specialist will provide Operation Fuel and Assurance 16 case management.

Essential Duties & Responsibilities include the following:

• Accept applications at various satellite locations during scheduled appointment times.

• Good understanding of Energy Assistance Program policies to be able to detect, question, and correct errors in applications.

• Good understanding of Assurance 16 requirements such as qualifications and client case management.
  • Good understanding of Operation Fuel requirements such as qualification and timely application submission.

• Interview customers to determine eligibility for Assurance 16 qualified interventions.

• Support individuals in completing benefit enrollment applications and data entry related to corresponding programs.

• Provide excellent customer service to program participants and accurately respond to inquiries about the program.
• Shows the ability to calm frustrated clients quickly and make decisions based on anticipated outcomes.

• Gather information related to social factors contributing to the customer's situation; evaluates these together with the customer's strengths.

• Assist customers establish strategies and plans to improve their financial and personal lives

• Refer customers to internal and community resources and other organizations as needed; may determine or participate in determining customers' eligibility for financial assistance.
• Adhere to the facility dress code and appears professional at all times.

Other Duties & Responsibilities

• Promote a cooperative spirit within the organization and among internal and external Participants.

• Perform miscellaneous job-related duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, be physically present in the office, as well as travel to satellite locations. The requirements listed below are representative of the basic knowledge, skills, and/or abilities required.

Education and/or Experience:

• Associate degree in behavioral science or a similar field or High School/GED with 3 years of experience working with low-income individuals and families.
• Computer skills and ability to prepare documents and related software applications;
• Excellent communication skills and ability to effectively work with diverse participants; those in high-stress situations.
• High level of concentration.
• Ability to gather data, compile information and enter data in a timely fashion;
• Knowledge of community support services
• Maintain a high level of client confidentiality.
• Reliable transportation

Core Competencies:

Interpersonal Communications, Integrity/Accountability, Customer Service, Strategic Thinking,

Diversity/Inclusion (Staff/Volunteer), Relationship Building

Performance Competencies:

Volunteer Relations and Management, Project and Workload Management, Job Knowledge

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, financial reports, or governmental regulations. Ability to write reports and business correspondence. Ability to respond to inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information and respond to questions from top management, clients, customers, and the public.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Other Skills and Abilities:

Excellent public relations skills. Computer proficient. Ability to travel, work long hours, and work well with others.

Certificates, Licenses, Registrations:

Valid driver’s license and state-mandated automobile insurance.