The Program Coordinator - HEAP works closely with the Social Services Director to oversee and support the coordination, implementation, and customer service delivery of the HEAP, PIPP, and Neighbor to Neighbor programs. This role provides program leadership, staff support, compliance oversight, and direct customer service to ensure program effectiveness, regulatory compliance, and high-quality service delivery for community members seeking energy assistance.
Essential Functions
Functional Area: Leadership and Staff / Program Management
Estimated Effort: 50%
Responsibilities, Deliverables, Outcomes and Expectations:
Supervise program staff and/or volunteers as assigned
Ensure accurate establishment and maintenance of client files
Conduct regular file reviews to ensure accuracy and program compliance
Train new staff and support employee evaluations, timelines, and required trainings
Track program expenditures and process purchase orders
Generate daily, weekly, quarterly, and annual reports related to customer service and program performance
Ensure accurate data entry into the Ohio Community & Energy Assistance Network (OCEAN) and Salesforce
Communicate with the OCEAN Help Desk and disseminate guidance to HEAP staff
Conduct client interviews to determine eligibility and make referrals as appropriate
Serve as a liaison between customers, utility representatives, and HEAP vendors
Functional Area: Service Responsibilities
Estimated Effort: 40%
Responsibilities, Deliverables, Outcomes and Expectations:
Provide courteous, professional customer service to social service clients
Maintain accurate and current HEAP vendor lists and vendor files
Notify funders of changes in hours of operation during inclement weather
Address and respond to inquiries from the Office of Community Assistance (OCA)
Develop, revise, and maintain program policies and procedures
Create outreach materials including brochures, pamphlets, notices, and announcements
Monitor scheduled and emergency appointments in accordance with OCA guidelines
Ensure Customer Quality Assurance processes are completed timely
Monitor application processes involving staff, relatives, or associates to ensure compliance with HEAP guidelines
Track HEAP intents and request utility bills as needed
Review bills, invoices, and manifests for accuracy and prevent duplication
Process vendor payments in a timely manner
Participate in monitoring visits conducted by the Community Development Analyst
Contribute to annual grant writing narratives
Attend meetings, conferences, and training sessions related to program duties
Functional Area: Other Responsibilities
Estimated Effort: 10%
Responsibilities, Deliverables, Outcomes and Expectations:
Participate in committee assignments as assigned
Perform additional duties as directed by the supervisor
Establish and maintain a safe work environment in compliance with safety policies and procedures
Minimum Requirements
Education:
High School Diploma or equivalent required.
Associate Degree in Business or Accounting preferred.
Job-Related Experience:
Three (3) or more years of HEAP program experience may be accepted in lieu of a degree
Minimum six (6) years of clerical or office experience
People Management Experience:
Not applicable.
Licenses, Certifications, and Accreditations:
None required.
Preferred Qualifications
Knowledge of HEAP guidelines, regulations, application processes, and OCEAN data entry
Proficiency in OCEAN and Salesforce systems
Strong Excel skills
Working Conditions
This position operates in a well-lit office environment and requires occasional local and regional travel (up to 20%) for meetings, trainings, and community engagement. Occasional overnight travel may be required. Work is fast-paced and involves multiple competing priorities, with moderate to high levels of stress during peak program periods.