Manager - Low Income & Advocacy

Manager - Low Income & Advocacy
Location: Kirkwood, NY or Rochester, NY

Reports to: Sr Director - Customer Service

Work Type: Office

The salary range for this position is based on experience level ranging from $116,000 to $145,000 plus up to 16% bonus

What We Offer:
Competitive benefits and growth opportunities
Generous performance-based bonuses
12% 401(k) match
Comprehensive health, dental, and vision insurance

Tuition reimbursement
Professional development and clear career advancement pathways

For more information please visit: Benefits - Avangrid

Job Summary:

Responsible for management of Low Income and Energy Affordability Programs (LI-EAP) of approximately $50M. This includes but is not limited to administration, outreach, budget, reporting, and reconciliation of the programs. Determines process and procedures for program. Responsible for customer communication and satisfaction. Acts as Liaison with the Public Service Commission for all inquiries related to LI-EAP.

Responsible for relationship with Department of Health and Human Services ensuring. public assistance payments of up to $50m for low-income customers. This includes. coordination with over 50 counties in New York State to ensure timely follow up on promised payments. Ensure reconciliation and follow up on behalf of customers. Acts as a liaison with State DSS (OTDA) for HEAP related matters.

Provides leadership for customer advocate team located throughout the service territory. Team is responsible for ensuring the Companies have processes in place to meet the requirements of special needs customers. This population includes Life Support, Medical Hardship, Elderly, Blind and Disabled customers. Provides community outreach within Divisions to educate and promote programs. Ensures all regulatory requirements for protected customer population are met. Responsible for management of Company sponsored. Heating Funds. Coordinate with Red Cross to promote programs and refer. Customers as appropriate.

Responsible for storm support for entire service area. Manages required Life Support process during outages. Issues daily and major storm reports as requested by PSC.

Key Responsibilities

• Responsible for management & spending for Low Income Programs.
• Ensure customer. enrollments, monitor spending and create variance reports.
• Close any gaps in spending.
• Prepare monthly/quarterly reporting for PSC.
• Work with Department of Health and Human Services ensuring public assistance payments of approximately $50m for low-income customers.
• Manage the flow of communication related to all assistance programs, including program outreach and communication with customers and human service agencies.
• Ensures compliance with laws and regulations.
• Handles policies and procedures for Heating funds; coordinates with Heart Share.
• Daily management of staff; coaching for performance and growing talent within the organization. Update outreach/training/internal communications.
• Provide advocacy and outreach. within community. Attend EAP working group meetings and coordinate new state programs.

Required Qualifications

• Bachelor's Degree in related discipline or 8-10 years' experience in related field
• Familiarity with NY state rules & regulations related to Customer Service.
• Credit & collection experience.
• SAP CCS experience.
• A minimum of 5 years supervisory experience preferred or demonstrated managerial and leadership skills.
• Creative problem-solving skills.
• Strong interpersonal, communication, organization and follow-through skills.
• Prior experience with project management preferred.
• Ability to multitask and set priorities.
• Acts as mediator/negotiator with all perspective business partners.
• Customer focused. Ability to administer to budgets, contracts, staffing needs, performance. management goals and objectives.
• Demonstrated ability to coordinate with utility professionals across the company.
• Ability to develop and manage a safe work environment.
• Travel will be required across NYSEG and RG&E territories.

#LI-OFFICE

#LI-JO1

Company:
NY STATE ELECTRIC & GAS CORP

Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.

At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.
If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at View email address on click.appcast.io.

Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate functions. This does not include those that will work for Avangrid Power.

Avangrid employees may also be assigned a NERC Reliability Standards compliance role supporting Critical Infrastructure Protection (CIP) and/or Operations and Planning (O&P) responsibilities. This is applicable to employees that will work in electric transmission, operations, and cyber security business areas in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate business areas. NERC Reliability Standards compliance roles and responsibilities may include additional access protections, training, audit engagement, and required evidence retention, and will be communicated by the employee's management.

Job Posting End Date:
June-19-2026