Intake Specialist/Case Manager

GENERAL DUTIES:

The Intake Specialist is responsible for the provision of all intake, outreach, and data entry functions related to the provision of emergency and other services under the

Home Energy Assistance Program, including Winter Crisis operations, Summer Crisis Cooling operations, PIPP, Regular HEAP, and mandated activities under the Ohio Community Energy Assistance Network (OCEAN) and HEAP Portal. Also responsible for Intake, outreach, and data entry for other utility assistance programs as funding sources are available in conjunction with HEAP Services.

The Intake Specialist reports directly to the HEAP Coordinator, can either be full or part- time, and may classified as permanent, temporary, or seasonal. The Intake Specialist position is classified as hourly and non-exempt. Must be able to think creatively and work independently, including remotely.

PRIMARY RESPONSIBILITIES:

• Responsible for electronic and manual intake functions related to the daily operations of the Home Energy Assistance Program, and all utility assistance programs. This includes customer screening, all data entry requirements under OCEAN and the HEAP Portal; must assure that all required customer signatures are complete and accurate.

• Must be technologically capable of working remotely with all clients as needed.

• Assist in the provision of other customer (utilities) assistance to HEAP customers through the Prevention, Retention, Contingency Program (PRC), the Emergency Food and Shelter Program (EFSP), Fuel Funds, Home Relief Grant (HRG) and others as available;

• Responsible for initial customer interviews, assessments, eligibility determinations, income calculations and verifications, case management (when applicable), and referrals to other agency programs, additional service providers, government, social service or other non-profit organizations as needed.

• Responsible for scanning all applicable customer documents into OCEAN on a daily basis.

• May assist in daily operations of HEAP satellite offices and home visits located throughout the Agency's service territory.

• Responsible for the accurate completion of online applications in the HEAP Portal and the completion of mailed applications.

SECONDARY RESPONSIBILITIES:

• Initiates and develops all applicable forms and documents for inclusion in the agency's customer records system;

• Assists in the coordination and operations of any and/or all assigned agency programs;

• Provide for the availability of services and agency awareness via participation in home visits and/or attendance at related community, public, and local government meetings and events;

• Refer customers to additional agency programs, service providers or other organizations as necessary;

• May be required to assist in processing of other energy program applications such as EPP, HWAP, etc.

• Assist the Program Supervisor in all applicable reporting, customer tracking, budgeting, and follow-up for all assigned programs;

• Inner county travel to make home visits, attend meetings; may be required to work at sites other than the main administrative offices of CAC if satellite centers are utilized;

• Must be willing to attend out-of town training and some overnight travel may be required. Must be willing to complete additional training, including but not limited to OCEAN data base training, and extensive computer training.

• Must be adaptable and flexible and be able to function efficiently and accountably in a remote or partially remote setting.

• Any duties as may be assigned from time to time

QUALIFICATIONS:

• Must possess a high school diploma/GED; college graduate preferred but not required; must be willing to take post high school courses, which relate to this position; must have at least one year experience in social services, government, or in an area where personal interaction with the general public is a primary duty.

• Familiarity with utility programs and utility issues is preferable.

• Must be computer literate, be familiar with basic computer operations in a windows environment, and be able to complete computer-generated applications accurately and in a timely fashion; significant experience in Microsoft Office applications, internet and web-based applications, and basic computer hardware operations a must.

• Must be able to effectively communicate (oral and written) with staff, professionals, elderly, low-income, youth, and minorities. Portage County residency is not required but must be familiar with the county.

• Must be able to work independent of close supervision, possess sound decision making abilities; follow through on directives/assignments in a timely and effective manner. Must be dependable and be able to function well in stressful situations.

• Must possess and maintain valid Ohio Driver's License, show proof of vehicle insurance, possess reliable transportation, and be insurable/bondable under agency insurance policies. Failure to maintain above may be grounds for termination;

• Must be able to pass a mandatory criminal investigation background check (BCI) and be willing to submit to random drug testing;

• Must be sensitive to the needs and problems of the low income, elderly, and handicapped residents of Portage County, Ohio.

• Should be familiar with the operations of office machines and have some basic typing, and math skills.

SALARY AND BENEFITS

Hourly employee and salary range existing for position; placement in that range contingent upon available funding and status. Position may be full-time, part-time, temporary, or seasonal depending on agency needs and funding. Full benefit package, including hospitalization and agency pension plan, available if full-time permanent.

The Community Action Council of Portage County is an "at-will employer" and all employment relationships are on an at-will basis.

BENEFITS:

• 401(k)

• 401(k) matching

• Dental insurance

• Disability insurance

• Health insurance

• Life insurance

• Paid time off

• Retirement plan

• Vision insurance

Schedule:

• 8 hour shift

• Monday to Friday

COVID-19 considerations:

All staff are required to wear masks and follow other safety protocols. Due to COVID 19, there is no direct contact with customers and all contact is by phone and emails.

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