Program Generalist, HEAP

Job Description

Job Description

Summary: Process and certify new and existing applications for the Fuel Assistance, Energy, and associated programs in accordance with federal and state funding requirements and SMOC policies and procedures. The program is seasonal and there is moratorium on usage of time-off during the period of November 15 to March 15 each year.

Why Work for SMOC?

• Paid Time Off: All full-time employees can accrue up to 3 weeks of vacation, and 2 weeks of sick time and are eligible for 12 paid holidays during their first year of employment.
• Employer-paid Life Insurance & AD&D and Long-Term Disability for full-time employees.
• Comprehensive Benefits Package including Medical Plans through Mass General Brigham with an HRA Employer cost-sharing program, Dental Plans with Orthodontic Coverage, and EyeMed Vision Insurance available to full-time employees.
• 403(B) Retirement Plan with a company match starting on day one for all full-time and part-time employees.
• Additional voluntary benefits including; Term and Whole Life Insurance, Accident Insurance, Critical Illness, Hospital indemnity, and Short-Term Disability.
• Flexible Spending Accounts, Dependent Care Accounts, Employee Assistance Program, Tuition Reimbursement and more.

Primary Responsibilities:

• Review/process new applications and re-certs (ARF’s) to determine eligibility/ineligibility in accordance with state policies/regulations and within prescribed state time frames.
• Interview clients and collect new applications.
• Enter applicable information into the computer system.
• Gather required forms and documentation; maintain client file.
• Review and process all information for completeness to meet program requirements/guidelines.
• Process incomplete/denial letters for clients in accordance to state policies.
• Process and send vendor and client notices.
• Make home visits if necessary.
• Respond to client inquiries via telephone; refer clients as appropriate.
• Provide coverage for the front desk receptionist as needed.
• Attend & participate in scheduled state meetings as well as in outreach activities.
• Engage all clients by understanding and addressing their needs whether within or outside the scope of work.
• Attend & participate in team meetings as requested and communicate effectively with clients and staff in other areas.
• Maintain confidentiality of client, employee and agency information in accordance with federal and state laws and funder requirements.
• Ensure compliance with program/department, agency and/or funder requirements, as well as, SMOC policies & procedures.
• Other duties as assigned.

Knowledge and Skill Requirements:

• High School Diploma or equivalent; some college work or degree preferred.
• Minimum of 2 years prior office experience.
• Hands-on experience with computers and MS Office.
• Good verbal communication skills with a pleasant phone manner.
• Strong organizational skills, detail orientated.
• Flexibility with seasonal nature of program.
• Prior experience with low income or homeless individuals helpful.
• Must have a valid driver’s license, reliable transportation and meet insurance standards.

Organizational Relationship:  Directly reports to HEAP Supervisor. Indirectly reports to HEAP Director.

Physical Requirement:  Mobility to use office machines, sitting, and standing. Ability to lift up to 35lbs. Ability to drive a vehicle.

Working Conditions: This is a busy office setting with a high volume of traffic, which may be noisy and distracting at times. Most of the work takes place at a desk often in front of a computer. Cubical limits staff person to a minimum amount of privacy especially when dealing with clients when on the phone or in person requiring sensitivity to the work environment to protect client confidentiality. Some local travel may be required. As part of the responsibilities of this position, the Program Generalist will have direct or incidental contact with clients served by SMOC in various programs funded or administered through the Executive Office of Health and Human Services. A successful background check is required.

Hybrid Work Option:  Hybrid work is permissible in some positions at SMOC depending on the key functions and responsibilities. The Program Generalist position is eligible to work from home 0-40% of the week in scheduling coordination with the department manager.