Utility Assistance Specialist

Job Description

Job Description

Position Title: Utility Assistance Specialist

Program: Utility Assistance

Classification: Non-exempt / Full-Time

Location: CAP Main Building - 601 S. Queen St. Lancaster, PA 17603

Travel: Limited

JOB SUMMARY

The Utility Assistance Specialist is responsible for conducting intakes and assessing the eligibility of utility customers seeking financial relief.

DUTIES AND RESPONSIBITIES

Program Implementation:

• Determine eligibility and enroll customers in utility assistance programs.
• Conduct face-to-face intakes and assessment for utility assistance services.
• Provide excellent customer service.
• Answer calls, retrieve messages, and return calls in a timely manner.

Data Management:

• Conduct financial assessments, scan, and upload income documents to appropriate utility portals and systems.
• Maintain accurate service logs and paperwork as required by all utility contracts.
• Continuous Quality & Performance Improvement:
• Meet deadlines as outlined by the supervisor and work with the coordinator to resolve urgent matters.
• Completes all tasks with accuracy and fidelity, ensuring confidentiality and protection of customer and program information.

Collaboration and Teamwork:

• Work with coworkers in a respectful and meaningful way to best serve customers and to develop best practices for workflow and projects.
• Collaborate with other CAP programs to ensure coordinated support for customers and strengthen internal partnerships.
• Connect with other community programs to develop viable partnerships that enhance program delivery and the referral process.

Innovation and Professional Development:

• Participate in regular meetings and ongoing progressional development in relation to project and organizational goals.
• Attend utility forums/trainings with PPL and UGI.
• Participate in program evaluation, development, and problem solving.

*Performs other related duties as assigned.

EDUCATION/EXPERIENCE REQUIREMENTS

• High school diploma/GED with 2 years of human services experience, minimum.

**Please see attached for full job description**

We value our team by uniting our employes with the mission. We offer strong purpose with compassion for work-life balance. Below is a glimpse of our robust benefits offered:

• Sign-on Bonus, only available for external candidates
• Benefits: Medical, Dental & Vision Coverage / 403(b) Plan / Life Insurance / EAP Program
• Generous number of PTO Days banked per year
• Paid Parental Leave
• Tuition Reimbursement
• Employer- Assisted First Time Homebuyer Program

Statement of Commitment to Accountability

Community Action Partnership of Lancaster County is committed to providing and maintaining a culture of accountability at every site, every day, and in every word, action, and program delivered by each employee.

Equal Employment Opportunity

CAP provides equal employment opportunities to all qualified individuals without regard to race, gender, disability, ethnicity, religion, sexual orientation, national origin, age, citizenship, veteran status or genetic information.

Americans with Disabilities Act

Applicants as well as employees who are or become disabled must be able to perform the essential duties and responsibilities either unaided or with reasonable accommodation. The agency shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.

As an employer, CAP complies with the Pregnancy Workers Fairness Act (PWFA) and follows the applicable procedures ensuring employees are provided with the rights, protections, and reasonable accommodation required by law.