What are the responsibilities and job description for the Emergency Assistance Specialist position at Forward Service?
FORWARD SERVICE CORPORATION
POSITION DESCRIPTION
Job Title: Emergency Assistance Specialist
Department: Operations
Reports to: Emergency Assistance Team Leader
SUMMARY
The Emergency Assistance Specialist is responsible for conducting Emergency Assistance appointments with customers in all FSC counties via a video teleconferencing system. This position is responsible for providing a high level of customer service, while ensuring all Emergency Assistance policies and procedures are followed as outlined in DCF policy.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.
- Provide an exceptional customer service experience to all Emergency Assistance customers across multiple geographic regions.
- Conduct Emergency Assistance appointments via a video- teleconferencing system.
- Operate in a high-volume call center environment.
- Take incoming calls from customers and schedule appointments using Outlook and Office 365/Sharepoint.
- Make appropriate eligibility and payment determinations based on Emergency Assistance program requirements.
- Provide detailed and accurate case comments in EATS.
- Meet the 5-day timeline for all approval and denial decisions.
- Monitor all Emergency Assistance reports in EATS and Webi.
- Complete self-monitoring of Emergency Assistance case files and related performance reports.
- Meet or exceed Emergency Assistance performance standards set by FSC management.
- Accurate data entry into the Emergency Assistance Tracking System (EATS).
- Timely scanning of all applications into the Electronic Case File database
- Maintenance of paper file systems to ensure documentation is collated to the appropriate application.
- Attend required meetings and training sessions.
- Maintain confidentiality of all customers.
- Maintain knowledge of community resources and help customers connect to them based on their needs.
- Other duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES
The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Detailed knowledge of Emergency Assistance policy and processes.
- Ability to maintain a professional and compassionate disposition with all customers at all times.
- Excellent customer service skills and the ability to explain complex information accurately.
- Ability to understand changing program requirements and policy.
- Ability to work effectively individually and in a team environment.
- Ability to work effectively with program individuals, community organizations and area employers.
- Ability to work independently on computers and video teleconference technology.
- Knowledge of local community resources for all FSC counties.
- Excellent oral and written communication skills.
- Strong organizational and time management skills.
- Ability to produce accurate and detail orientated work in a fast paced work environment.
- Ability to maintain a professional attitude and network effectively.
- Strong skills in MS Outlook, Word, Excel and the ability to learn other computer programs.
- Must maintain a valid driver’s license with an acceptable driving record as determined by our insurance carrier.
EDUCATION and/or EXPERIENCE
Associate degree and two (2) plus years work-related experience and/or equivalent combination of education and experience.
WORK ENVIRONMENT/PHYSICAL DEMANDS:
Work is performed in an office environment and may require incumbents to do some light lifting or routine maintenance of basic office equipment. Position may require travel to various other locations within the state.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.
BEHAVIORAL CORE COMPETENCIES
Customer Service: Works well with customers, promotes a positive image of company, strives to solve issues raised by customers, constantly and consistently exceeds the expectations and requirements of our internal and external customers; treats all people with dignity and respect.; makes every effort to solve problems and address customer needs and be professional and polished when dealing with internal and external customers; keeps the customer’s needs in the forefront.
Attitude/ Flexibility/Adaptability: Maintains a positive attitude and behaves positively towards work responsibilities, fellow employees and the company. Supports department and company initiatives, is open to changes within the job and the company and is adaptable; remains flexible; relates well with co-workers, management, and clients; thinks “outside” the box to solve issues with internal and external customers, demonstrates resiliency, bounces back quickly from setbacks.
Quality/Effectiveness of Work Effort: Demonstrates a high degree of excellence in work quality; strives to eliminate errors, work is accurate, thorough, timely, and completed efficiently; delivers exceptional work that consistently exceeds expectations, considers cost effectiveness; seeks opportunities to improve product/services, demonstrates a conscious effort toward organizational quality efforts.
Judgment/ Problem Solving: Effectively makes decisions and resolves problems; considers the relevance and impact of decisions in terms of organization values and goals; involves others in making decisions as appropriate; defines and offer solutions to problems, strives to understand contributing factors, works to resolve complex situations.
Communication: Communicates in a concise and understandable manner, is able to speak and write clearly and succinctly; gets the message across that has the desired effect; uses empathy in exceeding the needs of our internal and external customers; is a good listener.
