Energy Assistance Support Representative
TITLE: Energy Assistance Support Representative
DEPARTMENT: Energy Assistance Program
REPORT TO: Energy Assistance Supervisor
DEPARTMENT: Energy Assistance Program
REPORT TO: Energy Assistance Supervisor
SALARY RANGE: 3
CLASSIFICATION: 6
STATUS: Non-Exempt Position
CLASSIFICATION: 6
STATUS: Non-Exempt Position
JOB SUMMARY
Under the direction of the Energy Assistance Program Supervisor, this position collects, reviews, and utilizes a web-based database (eHEAT) to process the Minnesota Energy Assistance Program (MN EAP) application within prescribed timelines. The Energy Program Assistance Support Representative will utilize energy program knowledge to identify and document income sources, ensure accurate benefit determination and distribution, resolve energy crisis situations, and advocate for and communicate with participants.
QUALIFICATIONS
Education
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High School Diploma or equivalent
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High School Diploma or equivalent and additional training
Education may be waived with significant job related experience
Experience
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More than 1 year
Authorization
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BCA Background Study
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Valid Driver’s License
Work Environment
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Conventional – Office model
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Community Facing – Direct interaction or communication with a public.
SKILLS, ABILITIES, & OTHER KNOWLEDGE
Skills
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Excellent oral and/or written communications skills.
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Ability to manage time that results in both a satisfactory quantity and quality of work.
Ability
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Support the Mission of the Agency through daily work and while representing the Agency in public.
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Have general knowledge of programs and activities of the Agency.
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Demonstrated ability to work independently and as a team member.
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Must be able to handle diverse work problems on a daily basis.
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Must be able to organize a work schedule, set priorities and work effectively to meet deadlines without supervision.
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Must be able to adjust to changes necessitated by last minute assignments and deadlines requests that may prove stressful.
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Ability to effectively work across differences, especially socio-economic and cultural differences.
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Attend trainings, classes and meetings as necessary to improve job skills and maintain an acceptable level of job performance.
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Serve as a mentor for new staff.
Other Knowledge
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Have knowledge and apply Agency policies and procedures, including safety, technology, data practices and other applicable policy, procedure and program regulations.
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Understand numbers and mathematical concepts.
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Knowledge of Community resources.
PRIMARY DUTIES & RESPONSIBILITIES
This job description is not intended to be all-inclusive and employee will also perform other reasonably related business duties as assigned.
Area 1: Program Operations
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Consistently interpret and implement policies and procedures while processing Energy Assistance Program applications and determining eligibility.
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Assist clients with completing a variety of forms or applications to assist with reducing energy burdens.
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Determine household size and follow income verification requirements following the MN EAP policy manual.
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Systematic processing of applications through the department's electronic workflow.
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Responsible for the Energy Assistance Customer Services Desk, including opening mail, greeting participants, email correspondence, scanning, and logging applications as daily assignments.
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Maintaining all documents scanned properly in our electronic records filing systems
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Be aware of and actively refer households to other programs which may increase their self-sufficiency and track all activity as part of the A16 requirements.
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Accurately enter client information in eheat software and checking that all information has been updated or removed prior to benefit determination.
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Ability to maintain records, prepare written documents and other materials both hard copies and electronically.
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Working knowledge of Microsoft Suites, Excel, PowerPoint, fax, copier machine, and multi-line phone system.
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Assist with ERR and crisis applications processes.
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Must be able to work under periods of demanding workloads due to the seasonal operation of the program
Area 2: Program Compliance
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Applications must be acted upon reasonably as required by the LIHEAP status.
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Accurately apply all Federal and State program regulations pertaining to the Energy Assistance Program, Energy Assistance Application, and Certification process.
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Apply crisis timelines and prioritization to escalate applications needing emergency benefit determination and distribution.
Area 3: Program Communications
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Proficient in working with contractors, vendors, and other Energy Assistance Services Providers
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Provide assistance to program participants by phone/mail/email to help them complete their application, submit the required documentation and questions and concerns regarding the Energy Assistance Program.
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Contact applicants via telephone, email, and/or postal mail for missing information required to complete the households Energy Assistance Application.
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Contact utility representatives and requests and collects client’s consumption, verifies billing information and crisis verification.
JOB FACTORS
Supervision of Others
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Not responsible for supervision of others
Safety of Others
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Minimal responsibility for the safety of others. Probability of injury to self or others in remote.
Contacts
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Contact is within own department, and with other departments, customers, vendors, or the public.
Physical Demand
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Must be able to lift 25 pounds.
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Requires sitting, standing, bending, stooping and reaching.
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Physical ability to operate equipment specific to your position.
Travel
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Must have reliable transportation.
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Must have valid driver’s license and current auto insurance coverage in compliance with Minnesota State guidelines on the vehicle used for work related travel.
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Travel for completion of job duties, trainings and meetings as required.
GENERAL AGENCY REQUIREMENTS
Professionalism
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Maintain positive work atmosphere by behaving and communicating in a manner that fosters good relations with customers, co-workers, providers, volunteers and supervisors.
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Treat customers, co-workers and public in a respectful and courteous manner at all times.
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Continue to develop skills and abilities.
Community Representation
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Represent Lakes and Pines Community Action, Inc. in a positive manner.
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Adhere to the Community Action Code of Ethics.
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Seek to understand poverty and barriers faced by community members.
Confidentiality
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Maintain confidentiality of agency, program and customer information.
An Equal Opportunity Employer/Contractor
In accordance with federal and state laws, Lakes and Pines CAC is an equal opportunity employer, contractor and provider of services. The Agency will maintain a
policy of non– discrimination with all employees and applicants for employment. All aspects of employment within
the Agency will be governed on the basis of merit, competence and qualifications and will not be influenced in any
manner by race, color, creed, religion, sex, age, national origin, disability, public assistance status, marital status, veteran status,
sexual orientation, or gender identity,status as a parent, familial status, or in a local human rights commission or any other legally protected status.
If an applicant needs reasonable accommodations for the employment application process, please contact Lakes and Pines either by phone, mail, email or in person and request such consideration. (Such as sign language, interpreter, materials in large print, accessibility)
Individuals are encouraged to complete an Employment Application form whether or not a vacancy currently exists. Employment applications will be kept on file for one year and will be considered for appropriate job vacancies.
If an applicant needs reasonable accommodations for the employment application process, please contact Lakes and Pines either by phone, mail, email or in person and request such consideration. (Such as sign language, interpreter, materials in large print, accessibility)
Individuals are encouraged to complete an Employment Application form whether or not a vacancy currently exists. Employment applications will be kept on file for one year and will be considered for appropriate job vacancies.