HEAP Intake Technician

POSITION SUMMARY

Serves customers through assisting with the completion and efficient and timely processing of applications for the Home Energy Assistance Program, while ensuring compliance with local, state and federal laws and regulations and CAA policies. 

ESSENTIAL JOB FUNCTIONS:

Under General Supervision:

1. Assist customers with completion of applications for the Home Energy Assistance Program.
2. Compute customers’ income for eligibility determination, using State criteria.
3. May travel to outreach sites to administer the program services to customers residing in the area.
4. Assist customers with making payment arrangements for outstanding utility bill balances.
5. Approve initial payment to utility company on the customer behalf.  Communicates approval of bill payment to utility in a timely manner, to prevent disconnection order.
6. Prepares daily C-HCCAA transmittal sheet that includes all applications processed.
7. Ensures that customer folders contain all required the necessary documentation for subsequent transmittal to C-HCCAA HEAP main office.
8. Input accurate and compliant applicant and payment information into OCEAN system.
9. Provide quality customer service that includes efficient, precise, and courteous communication.
10. Acts as an agent of information to communicate other CAA programs to customers.
11. Provide HEAP services with high quality service and confidentiality for our customers.
12. Bilingual Preferred.
13. Some weekends required.

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, C-HCCAA management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

QUALIFICATIONS AND REQUIREMENTS

The incumbent must have:

QUALIFICATIONS AND REQUIREMENTS:

The incumbent must have:

1. Associates degree and experience in Human Service is preferred.
2. One (1) year of customer service experience.
3. One (1) year of alpha and numeric data entry experience.
4. Have and maintain a valid driver’s license and automobile insurance.
5. Proven experience working with a diverse population, including low to moderate-income families.
6. Experience in supporting families in crisis, including those of a financial nature
7. Knowledge of Home and Energy resources within Cincinnati and Hamilton County.
8. Effective written and oral communication, organizational, and interpersonal skills.
9. Attendance at the assigned work site s required.
10. A valid driver's license must be maintained throughout employment with CAA.
11.  Valid automobile insurance must be maintained throughout employment with CAA.