Job Title

Job Title: Fuel and Electric Program Assistant Program/Dept.: Outreach Services Reports To: Fuel and Electric Assistance Manager Status: Full Time 40 hours/week Probationary Period: 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 staff-addressing concerns, resolving conflicts to ensure fair and equitable treatment, and upholding our commitment to delivering the highest-quality, 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 such information Strong computer skills, including proficiency in Microsoft Office products and ability to 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 office environment Date stamp, upload, distribute and file all necessary fuel and electric application documentation Assists with data entry of fuel and electric assistance applications Must have the ability to obtain and record accurate information; create and maintain required records and/or databases Answer questions and assists clients with filling out applications and required forms 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 desire to provide client services while observing and maintaining agency policies and guidelines Knowledge of all office equipment to include copier and computers. Excellent organizational as well as verbal and written communication skills Positive attitude, proven ability to work successfully with diverse populations Other duties as assigned GENERAL EXPECTATIONS Respects confidentiality of information about agency staff, personnel issues, and other program operations. Plan, assign, coordinate, organize and prioritize work. Models direct, positive, honest, and respectful behavior in every aspect of work with children, families, staff, and community members. 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 work and life. Actively participates in teambuilding, which includes sharing ideas and mutual support of team members. Consistently uses interpersonal skills that are appropriate for individual styles, personalities, cultures, the nature of the work, and the environment in which the work is being done. Practices honest, respectful, and direct communication as well as active listening.