Energy Assistance Program Specialist

Energy Assistance Program Specialist Shakopee

0.8 FTE (32 hours/week) / 1 FTE (40 hours/week)

The Energy Assistance Program Specialist's primary responsibility will be to provide client services for the Energy Assistance Program. They will assist and provide information about the Energy Assistance Program to all walk-in clients and clients who call into the call center. They will help applicants fill out the application and answer any questions they may have about the program. This position is a full-time position, in the Shakopee office. Please note: this is a seasonal position. This staff member would work 9 months out of the year and have summers off.

Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and duties performed by incumbents of this class. Employees are required to be in attendance and prepared to begin work at their assigned work location on the specified days and hours. Factors such as regular attendance at the job are not routinely listed in job descriptions but are an essential function. Essential duties and responsibilities may include, but are not limited to, the following:

• Intake and basic data entry for energy assistance program applications.
• Determine eligibility requirements using the state program approved methods; this could include verifying income sources and calculating income.
• Maintain all records according to agency/program guidelines.
• Complete required paperwork and enter information into the e-HEAT software system.
• Maintain Client Confidentiality.
• Coordinate vendor consumption and follow up activities.
• Utilize the Laserfiche Workflow System.
• Provide Scanning and logging support.
• Be knowledgeable of all CAP Agency programming and community resources; collaborate with staff and external sources for the coordination of services.
• Attend and participate in meetings, workshops, conferences and community events as requested.
• Provide excellent customer service to all individuals.
• Perform other duties as assigned.

Mission Driven Competencies

Fostering Teamwork: As a team member, the ability and desire to work cooperatively with others on a team; listens and responds constructively to other team members' ideas. Offers support for others' ideas and proposals. Provides assistance, information, or other support to others, to build or maintain relationships with them.

Continuous Improvement: The ability to demonstrate support for innovation and for organizational changes needed to improve the organization's effectiveness; initiating, sponsoring, and implementing organizational change; helping others to successfully manage organizational change. Proposes new approaches, methods, or technologies.

Analytical Thinking: The ability to tackle a problem by using a logical, systematic, sequential approach. Weighs the costs, benefits, risks, and chances for success, in making a decision. Approaches a complex task or problem by breaking it down into its component parts and considering each part in detail.

Communication: The ability to ensure that information is passed on to others who should be kept informed. Ensures that important information is shared with others. Shares ideas and information with others who might find them useful. Uses multiple channels or means to communicate important messages (e.g., memos, newsletters, meetings, electronic mail). Keeps his/her manager informed about progress and problems; avoids surprises. Ensures that regular, consistent communication takes place. Is responsive, receptive and follows up to communication received.

Building Collaborative Relationships: The ability to develop, maintain, and strengthen partnerships with others inside or outside the organization who can provide information, assistance, and support. Takes time to get to know coworkers, to build rapport and establish a common bond.

Customer Centered: Creates and maintains an environment that provides customers/clients with desired services and outcomes. Combines experience, insight, and data to determine how to best exceed customer and client needs. Ensures to deliver exceptional customer/client value, service and support.

Use of Technology and Information Management: Supports the agency's efforts to expand the use of technology, understands and uses current technology appropriately for job functions, learns and utilizes new technology and leverages technology to assist with efficiency within position to assist our agency with providing the highest quality customer service possible.

Minimum Qualifications

Education, Training and Experience Guidelines

Associate's degree and plus one year experience working with the public in a customer service role, or a High School diploma or its equivalent and four years' experience working in a same/similar customer service industry or equivalent combination of education and experience. Qualified individuals must possess the ability to deliver and engage in difficult conversations regarding program guidelines and criteria, possess the ability to address and prioritize client situations requiring immediate action/ attention. P reference given to applicants who have experience working with disabled, mentally ill, non-English speakers, and/or lower income clientele.

Knowledge of:

• Understand and accurately apply all Federal and State Program Regulations pertaining to the EAP application and certification process.
• Applicable policies, procedures and regulations covering specific areas of assignment.
• Specialized CAP Agency and state agency Energy Assistance software applications.
• Principles of record keeping and records management.
• Personal computers utilizing standard and specialized software applications.
• Experience working in crisis situations in person and via telephone must possess a high level of analytical skills, strong attention to detail, and comprehensive understanding of mathematical concepts.
• The applicant must be proficient at Microsoft Office, including but not limited to: TEAMS, Outlook, Xcel, Word.

Skill in:

• Working with families in crisis from various social backgrounds.
• Good communication and problem-solving skills, and the ability to work as a team member.
• Strong record-keeping and writing skills and computer proficiency is a must. Entering numerical data into a computer system with speed and accuracy.
• Establishing and maintaining effective working relationships with co-workers.
• Effective verbal and written communication.
• Computer skills, abilities to navigate through three screens
• Typing skills of 40 words or more per minute.

Preferred Qualifications

• Secondary language proficiency in Somali or Spanish.

License and Certification Requirements

A valid Minnesota State Driver's License may be required.

Physical Demands and Working Environment

Work is performed in a standard office environment which requires occasionally lifting such articles as file boxes or heavier materials with help from others and/or lifting and carrying light objects frequently. Mobility to drive a motor vehicle in order to attend meetings. A job in this category may require walking or standing to a significant degree or may involve sitting most of the time with long periods of computer work and heavy phone usage.

Scott, Carver, Dakota CAP Agency