SUMMARY

Assist in providing overall administrative support for the Heating Assistance Program. Answer a multi-line phone system in a fast-paced working environment. Assist clients in person with program related questions. Utilization of office equipment to process large batches of incoming and outgoing mail for the department.

PRIMARY RESPONSIBILITIES

• Initial point of contact for all walk-in clients
• Engage all clients by understanding and addressing their needs whether within or outside the scope of work.
• Answer and respond to all inquiries in HEAP either by phone, email, fax or in person
• Receive all mail for the HEAP program and date stamp
• Collect and date stamp incoming applications
• Enter applicable information into the computer system.
• Gather required forms and documentation
• Review and process all information for completeness to meet program requirements/guidelines.
• Schedule appointments and manage calendar
• Process and send client notices as requested
• Provide client support and satisfaction, and resolve outstanding, unresolved client issues
• Attend & participate in scheduled team meetings
• Maintain confidentiality of client, employee and agency information in accordance with federal and state laws and funder requirements.
• Ensure compliance with program/department, agency and/or funder requirements, as well as SMOC policies & procedures.
• Other duties as assigned.

KNOWLEDGE AND SKILL REQUIREMENTS

• High School Diploma or equivalent; some college work or degree preferred
• Minimum of 2 years prior office experience
• Hands-on experience with computers and MS Office
• Good verbal communication skills with a pleasant phone manner; team player
• Strong organizational skills, detail orientation
• Ability to handle sensitive information confidentially
• Highly skilled in multi-tasking
• Flexibility with seasonal nature of program
• Prior experience with low-income individuals helpful
• Bilingual preferred

ORGANIZATIONAL RELATIONSHIP

• Directly reports to HEAP Staff Supervisor
• Indirectly reports to HEAP Director and Division Director
• Direct reports of this position are None.
• Indirect reports of this position are None.

PHYSICAL REQUIREMENTS

• Mobility to use office machines, sitting, standing
• Ability to lift up to 5lbs.
• Must be able to sit/stand at desk for long periods of time

WORKING CONDITIONS

The Home Energy Assistance Program Administrative Assistant will be seated at the main reception desk at the entrance of the agency. The workspace is open and visible at all times to the public. As part of the responsibilities of this position, the FUEL Assistance Administrative Assistant will have direct or incidental contact with clients served by SMOC in various programs funded or administered through the Executive Office of Health and Human Services. A successful background check is required.

We are an equal opportunity employer committed to diversity in the workplace.