Emergency Services Advocate
On-siteLorain, Ohio, United States
Job Summary
Process applications for crisis utility payment assistance and summer cooling for clients facing disconnection or needing bulk fuel and firewood. Meet with applicants by phone, electronic means, or in person at permanent, crisis, or roaming locations to gather information, explain eligibility requirements, and certify continuing benefits. Compile, record, and enter customer data accurately while maintaining files in compliance with funding and agency regulations. Answer questions about program procedures, interpret documentation requirements, and make referrals to all agency services. Greet visitors professionally and operate office equipment including computers, scanners, and facsimile machines.
Required Qualifications
- Fingerprint submission for criminal background check as a condition of employment.
- Pre-employment drug test as a condition of employment.
- Pre-employment physical as a condition of employment.
- Proof of credential and/or education (copy of certificate, official college transcripts, copy of diploma, etc.).
- Valid driver's license.
- High school diploma required.
- At least one (1) year experience required.
- Ability to hear and understand speech at normal levels and on the telephone with or without hearing aids.
- Ability to lift and carry up to 20 lbs. at waist height within an office setting.
- Ability to see and read a computer screen and printed matter with or without vision aids.
- Ability to see, hear and speak with/without assistive devices sufficient to communicate effectively with others.
- Ability to sit at a desk or workstation for extended periods of time.
- Knowledge of Energy Services programs such as the Home Energy Assistance Program, Ohio's PIPP Plus program, fuel fund programs and other utility assistance programs.
- Knowledge of intake practices and procedures and methods of ensuring compliance with eligibility standards and requirements.
- Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Ability to read, interpret, apply, and explain rules, regulations, policies, and procedures.
- Ability to maintain the confidentiality and security of sensitive records, reports, and correspondence.
- Ability to practice active listening to understand and learn from what others say.
- Ability to show empathy for customers and put their needs and interests first.
- Ability to work independently and meet schedules and timelines.
- Ability to be punctual in reporting to work and in the completion of assigned duties. Meeting stated commitments.
- Ability to communicate information and ideas verbally so others will understand.
- Ability to compile, assemble, verify, and prepare data for processing applications.
- Ability to interact with others in a way that inspires trust, confidence, and integrity.
- Ability to operate standard office equipment including telephones, copy machines, postage machines, and calculators.
- Ability to perform computational tasks with accuracy.
- Ability to prepare and maintain accurate and up-to-date records and files of all services rendered.
- Using relevant information and individual judgment to determine compliance with regulations and standards.
- Knowledge of electronic equipment and computer technology sufficient to understand and use office equipment and technology with basic instruction.
- Using computers and computer systems (including hardware and software) to enter data or process information.
Desired Qualifications
- Ability to speak and write fluently in Spanish, preferred.
- Experience working with older adults, preferred.
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