Job Summary: The Emergency Assistance Representative III verifies the accuracy of the HEAP and Emergency Services processes through quality control reviews of client files. Responds to State inquiries about client complaints. Works directly with customers on an individual basis and/or provides program and general Agency information via telephone and in person. Verifies and processes customer 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.
- Supports the Program Manager with maintaining efficient customer service workflow and preparation of reports measuring the same. Assists other Emergency Assistance Representatives I and/or II by answering questions and referring to management when appropriate. Conducts customer interviews to identify customer needs.
- Greets, direct, 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 Program Plus (PIPP+) and other fuel fund and crisis programs.
- Reviews and audits client files for accuracy for HEAP and CSBG; identifying staff training needs based on review findings. Assists in the development and implementation of proposed strategies needed to prevent the recurrence of file inaccuracies.
- Submits daily logs/notes on case file status to the Emergency Assistance Management team and/or Director.
- Assists the Program Manager and/or Director in identifying and resolving quality compliance issues in service delivery identified through answering state inquiries and reviewing applications rejected during batch preparations
- Accurately enters customer’s program required information into the computerized database and files.
- Processes all IMPACT program applications, makes referrals to other internal and external programs as needed.
- Understands program eligibility guidelines in order to process applications for HEAP and CSBG.
- 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 customer’s 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 periodic training sessions as required to enhance Agency and program knowledge and skills.
- Provides a quality customer service experience for all customers by providing compassionate, active listening, and responding to customer’s needs in a timely manner.
- Makes referrals to other internal and external programs, other community resources as needed.
- Position meets required productivity standards established by management for taking application from target population.
- EAR IIII candidate must be able to complete various duties while simultaneously maintaining each program ‘s processes rules and guidelines with a sense of urgency, and display strong leadership, ethics, work independently, and integrity.
- 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.
- Performs other duties as assigned.
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:
- Team Performance Management
- Drive for Results
- Process Management
- Decision Quality
- Problem Solving
- Total Work Systems
- Customer Service with diverse population/customer base
- Critical Thinking and Innovation
- Verbal, Written Communication Skills
- Technical Skills (e.g. PC application, OCEAN, Salesforce)
Functional Knowledge and Skills – examples:
- Knowledge of program eligibility guidelines, call center and applications process.
Minimum Education and Qualifications:
- High School diploma or G.E.D; (BA/BS in social work, human services, public administration preferred.)
- Ohio Driver's License and reliable transportation and ability to meet Agency's insurance carrier standards and policy. Transportation insurance requirements.