CEAP Case Manager

Job Description

Job Description

Job Title: CEAP Case Manager
FLSA Classification: Non-Exempt (Overtime Eligible)
Supervisor: Director of Community Programs
Pay Grade: Grade 8, Step depending on experience and qualifications
Schedule: Monday through Friday, 8:00 am to 5:00 pm, 12 Month Full-time Employee
The individual selected for the position must be able to perform the essential functions of the position either with or without reasonable accommodation.

Job Summary:
The CEAP Case Manager supports low-income individuals and families by helping them access utility assistance through the Comprehensive Energy Assistance Program (CEAP). This position involves eligibility screening, documentation review, and referrals to other community resources. The CEAP Case Manager plays a key role in helping households maintain essential services and move toward greater stability.

Job Duties: 
1.     Conduct intake interviews with clients seeking energy assistance to determine program eligibility.
2.     Accurately collect, review, and verify required documentation for program compliance.

3.     Explain CEAP guidelines, program eligibility requirements, and application procedures to clients.

4.     Enter and maintain accurate client information in the agency’s data management systems.

5.     Prepare client files and documentation for audit readiness and ensure confidentiality of client information.

6.     Collaborate with utility vendors to facilitate timely payments and resolve service-related issues.

7.     Educate clients on energy conservation practices and other available community resources.

8.     Provide referrals to other EOAC programs and external agencies for additional supportive services.

9.     Assist in outreach efforts, including community events, to promote awareness of CEAP services.

10.  Ensure clients receive timely, respectful, and accurate service, with strong follow-through.

Additional Duties:
1.     Attend meetings, travel to conferences, or attend trainings on behalf of EOAC or the position. 
2.     Perform other related duties as assigned to support both operational and programmatic success.
 
Competencies:
1.     Ensures accuracy in data entry, documentation, and compliance with CEAP program requirements.
2.     Provides respectful, responsive, and compassionate assistance to clients in crisis or in need.
3.     Effectively prioritizes tasks to manage an active case load of approximately 60 client files per week, while meeting case processing timelines in a fast-paced environment.
4.     Clearly conveys information to clients and team members, both verbally and in writing.
5.     Identifies client needs and resolves barriers to accessing utility and energy assistance services.
6.     Creates and maintains organized and accurate physical and digital records that support program reporting and audit readiness.
7.     Handles sensitive client information with discretion and adheres to privacy standards.
8.     Responds positively to changes in procedures, client needs, and regulatory requirements.
9.     Works cooperatively with team members, utility companies, and community partners to ensure client success.
10.  Engages respectfully and effectively with individuals from diverse socioeconomic and cultural backgrounds.

Required Qualifications
1.     High school diploma or equivalent.
2.     Experience working with low-income and underserved populations
3.     Basic computer and data entry skills
4.     Strong organizational skills and attention to detail.
5.     Excellent interpersonal, communication, and customer service skills.

Preferred Qualifications
1.     Bilingual in English and Spanish
2.     Prior experience with CEAP, LIHEAP, or other income-based assistance programs
3.     Familiarity with case management software or client intake systems