Intake Specialist for Energy Program (Nonprofit)

Compensation Range: $19.00 to $22.00 hourly plus excellent benefits. This is a full-time and on-site position in our DTLA office.

ABOUT PACE

Founded in 1975, Pacific Asian Consortium in Employment (PACE) is a local community nonprofit dedicated to serving the region's diverse communities. What started as job training for the Asian Pacific Islander communities has grown into a full-service organization serving a diverse community of 40,000+ people annually across programs including: Employment, Business Development, Early Childhood Education (Head Start) Affordable Housing, Weatherization and Energy Conservation Programs. With 350+ staff, PACE is recognized as a leader in addressing problems of poverty and economic inequity in ethnic minority communities and has a reputation of being responsive to community needs. PACE is known for creating innovative solutions to the myriad of challenges faced by our clients.

PACE ENERGY in particular helps reduce energy burden by providing utility bill assistance, energy conservation education, outreach, weatherization services, and energy efficiency upgrades to low income families and individuals across Los Angeles. Learn more at:
https://pacela.org/
https://pacela.org/our-work/energy/

POSITION SUMMARY

PACE Energy Department Is looking for a motivated and service-oriented INTAKE SPECIALIST to join the team! The Intake Specialist will provide frontline services to clients seeking assistance through the Home Energy Assistance Program (HEAP) under a contract with the State of California Community Development. This position requires exceptional customer service skills to effectively serve walk-in clients, process online applications, handle mail-in applications, assess eligibility, complete applications, and ensure accurate documentation while maintaining a welcoming and professional environment. This is a great opportunity to gain valuable experience and skills, grow your career, all while making positive impact to your community!

KEY RESPONSIBILITIES

• Greet and assist walk-in clients in a professional, courteous, and culturally sensitive manner
• Process and review HEAP applications submitted through multiple channels: walk-in, online portal, and mail
• Open, sort, and log mail-in applications received daily, ensuring proper date stamping and tracking
• Conduct initial intake interviews with walk-in clients to determine eligibility for HEAP services
• Review online and mail-in applications for completeness and accuracy, following up with applicants as needed
• Explain program requirements, application processes, and available assistance options to clients in-person, via phone, email, and written correspondence
• Collect, review, and verify required documentation including identification, income verification, utility bills, and residency proof from walk-in, online, and mail-in applicants
• Accurately complete and process HEAP applications in compliance with State of California guidelines and program regulations
• Scan and digitize mail-in applications and supporting documents for electronic filing and processing
• Maintain organized client files for in-person, online, and mail-in applications, ensuring all documentation is complete and properly filed
• Enter client information and application data into agency database systems with accuracy and attention to detail
• Monitor application queues from all intake channels and prioritize applications based on submission date and urgency
• Track application status and provide clients with timely updates on their case progress via phone, email, mail, or in-person
• Coordinate with utility companies and other service providers as needed to facilitate assistance delivery
• Maintain strict confidentiality of client information in accordance with privacy regulations
• Respond to client inquiries via phone, email, online portal messaging, mail, and in person in a timely and professional manner
• Prepare regular reports on intake activities, client demographics, and program statistics for all intake channels (walk-in, online, and mail-in)

QUALIFICATIONS:

• High school diploma or equivalent required; Associate's degree in social services, human services, or related field preferred
• Minimum of 1-2 years of customer service experience, preferably in a social services or nonprofit setting
• Experience with online application systems, web portals, or digital document management preferred
• Experience processing mail-in applications and handling physical documentation preferred
• Strong interpersonal and communication skills with the ability to interact effectively with diverse populations
• Excellent organizational skills and attention to detail
• Proficiency in Microsoft Office Suite, database management systems, and web-based applications
• Experience with scanning equipment and document imaging systems preferred
• Comfortable navigating multiple computer systems and digital platforms simultaneously
• Ability to handle sensitive situations with empathy, patience, and professionalism
• Bilingual skills strongly preferred: Korean, Spanish, or Russian
• Knowledge of energy assistance programs and State of California Community Development guidelines preferred
• Ability to work independently and as part of a team in a fast-paced environment

ESSENTIAL SKILLS

• Exceptional customer service orientation with a commitment to client satisfaction across in-person, digital, and mail channels
• Strong problem-solving abilities and critical thinking skills
• Ability to multitask and manage competing priorities effectively among walk-in clients, online applications, and mail-in submissions
• Cultural competency and sensitivity to the needs of low-income and vulnerable populations
• Professional demeanor and appearance appropriate for client-facing role
• Adaptability to work with traditional paper-based, digital, and hybrid application processes
• Commitment to maintaining confidentiality and adhering to ethical standards

ADDITIONAL REQUIREMENTS

• Must pass employment verification/reference check
• This position is on-site in the PACE Los Angeles office,
• COVID vaccination required; must have two doses of Pfizer or Moderna or a single-dose of Johnson & Johnson. Those that need a medical or religious exemption must reach out separately

COMPENSATION & BENEFITS

• Pay range is $19 - $22 per hour depending on experience. This is a full-time, non-exempt position.
• Affordable and robust Medical, Dental, Vision, and Life insurance plans for employee plus family with generous employer contributions
• 401(k) retirement plan
• We offer paid holidays, vacation pay and paid sick leave

WHY JOIN PACE?

• Make a positive impact in your community.
• Gain hands-on experience in the growing clean energy field.
• Work with a supportive, mission-driven team.
• Great benefits and wonderful opportunity to learn and grow in your career

HOW TO APPLY

• All applicants MUST apply on our website by uploading a resume AND completing our online application to be considered: See link to apply: https://pacela.org/about/work-at-pace/
• Applications will be reviewed on a rolling basis until position has been filled. We will only reach out to candidates who have been selected to move forward in the process.

WORK ENVIRONMENT:

This position operates in a professional office environment with regular public interaction both in-person and through digital and mail channels. The Intake Specialist will work with clients from diverse backgrounds, some of whom may be experiencing financial hardship or stress. The role requires maintaining composure and professionalism in all situations while managing walk-in traffic, online application processing, and mail-in submissions simultaneously.

PHYSICAL DEMANDS:

• Ability to stand and move about the office to greet clients, retrieve files, and handle incoming mail
• Ability to lift and handle mail, files, and documents up to 15 pounds
• Ability to communicate clearly both verbally and in writing