Intake/Outreach Specialist

Job Description

Job Description

Title : Outreach Intake Specialist

Department : Energy Services

Location : CEDA Central

Report to : Outreach Intake Supervisor

FLSA Status : Non-Exempt

Employment Status : Fulltime

Summary / Objective

Reporting to the Outreach Intake Supervisor, the Outreach Intake Specialist conducts rotational on-site and / or remote Energy Service Programs application intake throughout Cook County, while also ensuring customer education and awareness about Energy Services programs. This position routinely handles highly sensitive and / or confidential information and will represent CEDA in a variety of capacities. Must demonstrate good judgment, an ability to be approachable and professional, solid problem-solving skills, an ability to handle multiple tasks, an ability to be self-motivated and well organized, and maintain strict confidentiality.

Essential Functions

• Effectively guides customers through the intake process using various proprietary software.
• Provides support, information, and resources to ensure customers receive a positive experience and efficient intake process in person, over the phone, or via electronic communications.
• Collects data from customers and documents in relevant databases or logging systems with a high degree of accuracy and confidentiality.
• Uses active listening and probing techniques to gather information and identify the customer’s needs to ensure they have access to all programs they are eligible for
• Uses broad industry knowledge to refer customers to appropriate agency.
• Delivers high-quality customer service in all interactions with clients demonstrating empathy, professionalism, and sensitivity.
• Addresses inquiries, concerns, or complaints promptly and courteously, escalating complex issues to supervisors or appropriate personnel as needed.
• Provides intake in targeted communities and provides relevant resources.
• Develops materials, collateral and / or signage to support activities to ensure key messages are available to target audiences.
• Attend local events, as well as plan, coordinate and hold external events.
• Drive activities with data collection and analysis to maximize understanding of community needs, plan strategies and evaluate outcomes.
• Develop partnerships with community partners.
• Adheres to a rotating schedule as intake needs are requested throughout Cook County.
• Other duties as assigned.

Knowledge, Skills, and Abilities

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment / Travel

While performing the duties of this job, the employee works mostly in the field but will occasionally work in an office environment that is quiet to moderately loud, depending on the work area. Some local, county, or state travel may be required, including weekends. Employee is required to sit, use hands, stand, stoop, walk, talk, and listen while performing duties. General office equipment including personal computers, scanners, copiers, faxes, desk- and smartphones, and software programs. Travel of distance, especially throughout the Cook County region, is required, including weekends. If using a personal vehicle, must have a valid driver’s license, clean driving record, and auto insurance that meets State requirements.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; and taste or smell. The employee must occasionally lift or move up to 30 pounds. Requires normal range of hearing / vision.

Expected Hours of Work

It is an administrative support level position requiring sound judgment and is required to work a full-time work week, as designated by the CEDA Employee Handbook, with periodic longer hours, including potential evenings, weekends, and odd hours.

Required Education and Experience

Preferred Education and Experience

Benefits : Medical, Dental, Vision, Life, 401K, and other benefit options

AAP / EEO Statement

CEDA provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, CEDA complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

CEDA expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of CEDA’s employees to perform their job duties may result in discipline up to and including discharge.

ADA Statement

The physical demands, work environment factors, and mental functions described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.