Job Description

Please note: this is a full time (36 hours per week) seasonal (September 1 up to mid-June) position.

The Energy Assistance Specialist is a critical, often first point of contact for Couleecap energy services programs. The position is responsible for providing direct assistance to customers with information on programs, including basic eligibility guidance, intake and application process. Assists the Energy Assistance Coordinator with application processing and program compliance while maintaining accurate records and promoting program awareness throughout the service area

Key Responsibilities

All Couleecap employees are required to support and uphold Couleecap’s mission to fight poverty and create opportunities for economic and social mobility so that all people succeed in thriving communities as well as have the ability to understand, appreciate, and interact with people from all cultures or belief systems.

Customer Service

Serve as the primary point of contact for clients, visitors, and callers seeking information and assistance using trauma-informed approach.
Answer, screen, and direct incoming calls; take messages; assist with setting appointments and provide appropriate referrals and information.
Complete customer intake/contact in CAP60 and assess expressed needs to connect individuals with appropriate programs and services.
Provide exceptional customer service to all clients and stakeholders.

Program Administration

Determine eligibility and process applications for Energy Assistance programs.
Educate applicants regarding program services, eligibility requirements, and application timelines.
Conduct telephone and in-person interviews to verify eligibility and ensure complete and accurate applications.
Review client documentation and obtain additional information as needed to determine eligibility.
Coordinate with utility companies and fuel vendors regarding past-due accounts and crisis assistance payments.
Process emergency and crisis energy assistance services in accordance with program guidelines.

Client Data and Record Management

Accurately enter and maintain client information within required databases
Ensure all client records, electronic files, and documentation are complete and accurate.
Maintain secure handling of confidential information in compliance with agency policies and funder requirements.
Manage records retention in accordance with established procedures.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Qualifications

Associate’s degree in related field, or equivalent experience in case management, eligibility determination, customer service, human services, benefits administration, community outreach, or an equivalent combination of education and experience.
Ability to assess client needs, gather and review documentation, and make accurate eligibility determinations.
Strong organizational and time management skills with the ability to manage multiple priorities and deadlines.
Excellent written, verbal, and interpersonal communication skills.
Ability to maintain confidentiality and handle sensitive information with professionalism and discretion.
Experience maintaining accurate records, case notes, data entry, and program documentation.
Ability to work effectively with individuals and families experiencing crisis situations.
Proficiency in Microsoft Office applications and the ability to learn specialized program databases and reporting systems.
Ability to establish and maintain positive working relationships with clients, vendors, utility providers, community agencies, and staff.

Preferred Qualifications

Experience administering energy assistance, public benefits, housing assistance, or other federally or state-funded programs.
Experience in crisis intervention, client advocacy, resource navigation, or financial stability programs.
Knowledge of poverty-related issues and barriers affecting low-income households.
Experience monitoring budgets, program expenditures, and grant-funded programs.
Experience conducting outreach, public education, and community engagement activities.
Knowledge of utility assistance programs, energy conservation strategies, and household budgeting practices.
Professional or lived experience with poverty, housing instability, or navigating public assistance systems, and the ability to apply that perspective to support clients with empathy, trust-building, and a client-centered approach.

Certificates, Licenses & Registrations