Intake Specialist

HEAP Intake Technician

At the Cincinnati-Hamilton County Community Action Agency (CAA), we envision an equitable community where everyone has the tools and resources to be self-sufficient. Our mission is clear: through advocacy, high-quality programs, and strong community partnerships, our dedicated team is breaking down barriers to equity and opportunity while building self-sufficiency across generations. Our values guide us in everything we do: we serve with passion, collaborate as a team, have compassion for others, use our talents to do transformational work, and strive to continuously improve.

The HEAP Intake Technician at CHCCAA plays a crucial role in advancing our mission to expand opportunities and build self-sufficiency for our community members. This position is responsible for assisting clients with the completion and efficient and timely processing of applications for the Home Energy Assistance. The ideal candidate will use their skills to embody our values and contribute to our vision of a thriving, self-sufficient community.

Essential Job Functions

• Assist clients with completion of applications for the Home Energy Assistance Program.
• Compute client income for eligibility determination, using State criteria.
• Verify client utility bill status via communication with the local utility company.
• Assist clients with making payment arrangements for outstanding utility bill balances.
• Approve initial payment to utility company on the client's behalf; communicate approval of bill payment to utility in a timely manner to prevent a disconnection order.

Records Management

• Prepare daily C-HCCAA transmittal sheet that includes all applications processed.
• Input accurate and compliant applicant and payment information into OCEAN system.
• Ensure that client folders contain all required documentation for transmittal to C-HCCAA HEAP main office.
• Communicate other CAA programs to clients.

Client Service

• Provide quality client service that includes efficient, accurate, and courteous communication; maintain strict confidentiality regarding client information.
• May travel to outreach sites and/or participate in weekend or evening events to administer program services to clients residing in the area.

Performs other duties as they may be assigned.

The above statements are intended to describe the general nature and level of the work being performed by staff assigned to this job classification. This is not an exhaustive list of all duties and responsibilities. Additionally, CAA management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Required Education, Skills and Experience

• A High School diploma or GED; Associate degree and experience in Human Services is preferred
• Minimum of one (1) year customer service experience, including experience working with community members and families in crisis
• Minimum of one (1) year alpha and numeric data entry experience, and familiarity with Microsoft Office
• Experience working with diverse populations, including low to moderate-income families
• Knowledge of Home and Energy resources within Cincinnati and Hamilton County is preferred

Other Requirements

• A valid driver's license and valid automobile insurance must be maintained.
• Must have reliable Wi-Fi access to support remote work as needed.
• Must be willing to occasionally travel to local, in-state and out of state events, training and meetings, which may occur on weekends and/or evenings.

Working Conditions

• Work Location - 1740 Langdon Farm Road, Cincinnati, Ohio
• Work Hours 8:00 a.m. to 5:00 p.m. Monday through Friday
• Onsite work is in a typical office environment
• This position is eligible for remote work up to two days per week, defined by department schedules, assuming all eligibility and performance criteria are met and maintained. Hybrid work is not guaranteed and may be withdrawn or changed at management discretion.

* May occasionally be required to work in different locations or evenings and weekends to support delivery of program services.

Physical Requirements

• Must be able to: Use hands to manipulate, handle feel, and control items or equipment
• Talk and hear
• See and be able to read, write, and interpret written documents
• Lift and move objects weighing up to 15 pounds