Purpose: Both the Energy Services Advocate and Senior Energy Services Advocate work under general supervision, provides crisis utility payment assistance to clients without heat or facing disconnection and those in need of bulk fuel or firewood in the winter. Provides crisis utility payment assistance to clients meeting the eligibility criteria for summer cooling. Processes applications submitted by mail or online for non-emergency utility assistance following program requirements and guidelines. Meets with clients by phone, electronic means and in person. Meeting with clients may occur from a permanent, crisis or roaming location. Routinely makes referrals to all agency programs and services. The job may have a focus on serving older adults (Senior Services) or working with residents in need of bilingual services (Bilingual Services). Requirements - Summary of work activities, tasks and responsibilities:
- Abide by applicable Agency rules and regulations.
- Answer applicants' questions about assistance and program procedures.
- Compile, record, and enter data from customer, using computer or specified form.
- Complete all applications assigned in a timely manner.
- Complete confidential customer intake forms and obtain necessary documentation accurately and in compliance with funding requirements.
- Conduct customer interviews in person, by telephone, and virtually using a variety of programs (i.e. Webex, Zoom).
- Electronically schedule appointments using a variety of methods including mobile texting, calendaring, and scheduling software.
- Demonstrate professional telephone skills.
- Gather all information pertinent to program applications.
- Greet customers and visitors in a polite and professional manner via phone, email and in person.
- Identify and report problems in obtaining complete and accurate information and data.
- Interpret and explain information such as eligibility requirements, application details, documentation requirements, and applicants' rights to appeal.
- Interview program participants at specified intervals to certify their eligibility for continuing benefits.
- Maintain files in compliance with funding requirements.
- Operate office machines, such as photocopiers and scanners, facsimile machines, voice mail systems, and personal computers.
- Participate in all appropriate training and meetings.
- Perform general office activities, such as typing, answering telephones, operating office machines, processing mail, or securing confidential materials.
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