Intake Specialist

GENERAL DESCRIPTION

The Fuel Assistance Program Intake Specialist serves as the primary point of contact for individuals and families seeking utility and heating emergency benefits. This position conducts applicant interviews, collects and verifies required financial documentation, determines eligibility based on state and federal guidelines, and inputs data into proprietary software systems. This is a heavy customer service-based role focused on administrative intake rather than long-term case management.

EDUCATION AND EXPERIENCE

• Education: High School Diploma or GED equivalent required.
• Experience: Minimum of 2 years of office administration, human services, or intensive customer service experience.
• Technical Skills: Proficiency with basic office suites (Microsoft Office/Google Workspace), high-speed data entry, and multi-line phone systems.
• Communication: Exceptional verbal communication and interviewing skills, with an ability to manage emotionally stressful client situations calmly and empathetically.

Preferred Qualifications

• Bilingual or bicultural capabilities (e.g., Spanish/English) depending on local community demographics.
• Prior experience utilizing state or federal benefit tracking systems ( LIHEAP, or state-specific energy portals).

CORE RESPONSIBILITIES

• Conduct in-person and phone appointments for Fuel and Electric Assistance applicants.
• Process emergency applications as needed for fuel and electric assistance and provide direct support to clients during the application process within 48 hours.
• Accurately enter and maintain application data in tracking systems, including ECOS and Empower, ensuring at least 95% accuracy.
• Respond to phone inquiries, Sfax communications, and emails within one business day, providing clear and helpful guidance.
• Maintain a clean, organized office environment, including daily restocking of materials and supplies.

DUTIES

• Accurately obtain, verify, and record client information; create and maintain required records and databases.
• Collaborate with staff and clients to help maintain a safe and respectful environment.
• Demonstrate reliability as a team player with strong customer service skills and a commitment to supporting clients while adhering to agency policies and guidelines.
• Operate standard office equipment, including computers, copiers, and scanners.
• Maintain strong organizational, verbal, and written communication skills.
• Perform other duties as assigned.

GENERAL EXPECTATIONS

• Provides high-quality, customer-focused intake services in a fast-paced environment.
• Respects confidentiality of information related to agency staff, personnel matters, and program operations.
• Conducts self in a professional manner appropriate for an office environment.
• Applies the highest ethical standards in all aspects of work.
• Maintains a positive attitude and demonstrates the ability to work successfully with diverse populations.
• Practices honest, respectful, and direct communication, along with active listening.
• Consistently uses interpersonal skills appropriate to individual styles, personalities, cultures, and work environments.
• Models positive, respectful, and professional behavior in interactions with children, families, staff, and community members.
• Actively participates in teambuilding, including sharing ideas and supporting team members.
• Supports others in their efforts to be productive, effective, and successful in work and life.
• Plans, assigns, coordinates, organizes, and prioritizes work effectively.
• Demonstrates initiative and energy in engaging with people, responsibilities, and challenges.

MISSION VISION & VALUES

Our Mission: To educate, advocate and assist people in Strafford County to help meet their basic needs and promote self-sufficiency.


Our Vision: To eliminate poverty in Strafford County.


Our Values: Compassion, Education, Sufficiency, Transparency, Accountability, Teamwork, Client Focus and Professionalism.