Energy Services Program Assistant

SUMMARY: The Program Assistant supports the delivery of energy assistance and related programs by processing applications, maintaining records, assisting customers, and providing administrative support. This position helps ensure services are delivered accurately, efficiently, and in compliance with program requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following. Other duties as assigned.
Maintain working knowledge of LIHEAP, Energy Service, LIHEAP Furnace, and other agency program guidelines, policies, procedures, and eligibility requirements.
Review, verify, and process client applications and supporting documentation to determine eligibility and ensure compliance with program requirements.
Process a minimum of seventy-five (75) client files per workday while maintaining accuracy, timeliness, and quality customer service.
Create, maintain, and update electronic and paper client files in accordance with agency policies, confidentiality standards, and funding requirements.
Follow up with customers regarding application status, missing documentation, eligibility determinations, and available programs services.
Provide information about agency programs and community resources and make referrals as appropriate to meet customer needs.
Participate in outreach activities and maintain positive working relationships with community partners, utility providers, vendors, and other organizations.
Assist with program operations and service delivery, including responding to customer inquiries, resolving concerns, and serving as backup receptionist as needed.
Performa data entry, filing, scanning, record maintenance, and other general administrative and clerical duties.
Prepare reports, payment authorizations, vouchers, meeting minutes, and other program-related documents as assigned.
Attend required meetings, training sessions, outreach events, and other agency-related activities.
Travel as required.

SUPERVISORY RESPONSIBILITIES:  This position has no supervisory responsibilities.

KNOWLEDGE, SKILLS & ABILITIES:
Strong customer service, interpersonal, and communication skills, with the ability to interact professionally and effectively with individuals from diverse backgrounds and explain program requirements clearly and accurately.
Proficiency in data entry, records management, Microsoft Excel, Word, and Outlook, and the ability to learn and utilize agency databases and other software applications.
Ability to review, verify, and process information accurately while maintaining attention to detail and confidentiality of sensitive information.   
Ability to learn, interpret, and apply program guidelines, policies, procedures, and eligibility requirements.
Strong organizational and time management skills, with the ability to prioritize tasks, maintain records, and meet deadlines.
Good problem-solving skills and the ability to exercise sound judgement within established guidelines.
Ability to work independently and as part of a team while maintaining positive working relationships with customers, coworkers, community partners, vendors, and other stakeholders. 
Ability to prepare and maintain accurate reports, correspondence, forms, ad other documentation while adapting to changing priorities and program requirements.

EDUCATION and/or EXPERIENCE:
 High school diploma or GED required.
One (1) year of experience in customer service, administrative support, data entry, human services, call center operations, reception, healthcare support, or a related field preferred.
Experience working with nonprofit organizations, community outreach programs, social services, energy assistance programs, or public-facing roles is preferred.
Experience working with the public, conducting interviews, assessing needs, or determining eligibility for services is preferred but not required.
Knowledge of community resources, low-income assistance programs, or energy assistance services is a plus.
Valid driver's license, reliable transportation, and proof of insurance may be required for community outreach and client visits.

PREFERED QUALIFICATIONS:
Bilingual skills are strongly preferred.
Experience using client management databases, case management software, or customer relationship management (CRM) systems.
Previous experience assisting individuals and families with applications, documentation collection, or benefit program enrollment.

PHYSICAL DEMANDS and WORK ENVIRONMENT: The 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.  While performing the duties of this job, the employee is frequently required to stand, walk, sit, talk, and listen.  The employee must occasionally lift and/or move up to 25 pounds as it relates to the office environment and/or meal delivery. The noise level in the work environment is usually quiet as generally associated with an office environment.
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Project NOW is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives our mission. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodation is available for applicants with disabilities.

Positions within Project NOW are primarily grant-funded and funding decreases can affect our staffing needs.