Purpose of Classification:

The purpose of this position is to process appointment-based service within the Energy Assistance Services Department through the online portal; que; non-emergency and emergency services for clients seeking energy assistance.

Essential Functions:

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Process the appointment based services for those clients in the online portal; que/non-emergency services and emergency services.

Utilizes end user software and relative communication devices to verify and initiate client service processes that result in appointment confirmation. Typically, ensure quality services, follow-up and timely execution of non-emergency and emergency services relate to quality thru best practices in appointment fulfillment and application processing.

If applicable to client’s circumstances, staff may educate those clients who cannot use the automated system of how to get their applications processed efficiently. Staff will educate those callers of how to apply via website and submit necessary documentation via USPS mail service.

Prepare various documents, reports, logs, dashboards and tally sheets to assist in preparing reports and records. Staff may be asked to review and respond to complaint documentation, statistical client information, numbers of applications processed, types of clients assisted in the online portal; appointment scheduler or those provided a follow-up phone call for services.

Work alongside staff to ensure the reporting is accurately stated, submitted and analyzed by Management accordingly.

Additional Functions:

Ensures absolute confidentiality with respect to all information regarding families serviced by the Energy Assistance Services program.

Scans, uploads and distributes client documentation needed to facilitate application determinations of benefits.

Attends agency meetings and professional development trainings, conferences and seminars as needed to increase skills and abilities to perform duties and responsibilities

Performs other related duties as required.

Minimum Qualifications:

High School Diploma or GED required; supplemented by one year of work experience working in the clerical field or a related field; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Additional Requirements/Conditions of Employment:
Successful results of pre and continued employment assessments including fingerprinting, drug testing, medical examinations and background check(s).

Step Forward is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Agency will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.