Program Specialist Intake/Outreach - Community Services and Employment Training, Inc.

SUMMARY
Under the general direction, 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. Performs related responsibilities as required.

EDUCATION AND EXPERIENCE:
Any combination of equivalent experience and education that could likely provide the required knowledge, skill, and ability is qualifying. A typical way to obtain the knowledge, skill, and ability would be:

Possession of a High School Diploma and some experience performing clerical duties;

MATHEMATICAL SKILLS
Ability to calculate figures for calculating purposes.
Ability to apply basic record-keeping principles.

REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written and oral form.
Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS
California Driver's License and proof of auto insurance.

PHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. This position is typically situated in a standard office environment resulting in little exposure to the weather and requiring no unusual physical abilities. Positions may be required to sit for lengthy periods of time.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Provides exceptional customer service that includes efficient, precise, and courteous communication.
• Conduct face-to-face interviews with customers seeking utility/ weatherization assistance.
• Assist clients with the intake process, per program guidelines, and completes, gather, and secure 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 offices 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.
• Assist 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.
• Participates in training and professional development 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.
• Performs other duties including but not limited to fulfillment of work schedules, adherence to attendance policies, and other applicable operating rules, policies, and procedures.

SPECIAL SKILLS & ABILITIES:

• 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.
• Excellent interpersonal communication skills and the ability to establish rapport and maintain effective working relationships with others; use patience, tact, and courtesy in dealing with people under various circumstances and under emotional stress.

WORK ENVIRONMENTThe 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.