CAP Program Case Manager

Customer Service Assistance (CAP)
Case Manager

Employer: Duquesne Light Universal Services
Reports to: Duquesne Light Program Supervisor

Location: Swissvale/McKeesport
Hours: Mon. – Fri., 8:00am – 4:00pm
(Allow flexibility in scheduling as required by client needs)

HFI Mission Duties:
Holy Family Institute (HFI) is a 120-year-old Catholic organization with an

impeccable history of serving children and families in the Pittsburgh Region. We are one of Pittsburgh’s largest social service organizations operating 15 programs in three counties. We are an independent organization guided by Catholic Social Teachings and serving people of all faiths and backgrounds.

General Statement of Duties: The Customer Assistance Program Case Manager will be responsible for offering low-income customers affordable payment plans for their electricity use with an expressed goal toward self-sufficiency.

Essential Functions:

• Promotes the Mission and Philosophy of Holy Family Institute.
• Promote social services to assist in establishing self-care within the community, giving customers the support and appropriate referrals needed to establish financial stability with their DLCO payment.
• Express empathy and actively listen to the needs of customers to develop and maintain professional relationships.
• Understands procedures of the program with the ability to communicate and collaborate patiently in the efforts to develop and maintain relationships with community.
• Interviews customers for program eligibility and ensures the accuracy of completed CAP applications.
• Completes Recertifications and review for current eligibility program as required. Provides monthly reports of customer metrics.
• Maintains database for customers’ account details adhering to confidential guidelines.
• Uses basic computer functions including Excel, Word, Microsoft Teams, and other programs.
• Develop and increase professional development by completing 40 hours of training time annually.
• Maintain a trauma informed environment.
• Attend Agency staff training required by Duquesne Light Company.
• Other duties as assigned by management.

Minimum Requirements:

• High school diploma or equivalent required
• 1 years of customer service experience required
• 2 years of human services experience preferred
• Must have strong communication skills and be able to speak on the phone clearly and for long periods of time
• Basic knowledge of computer skills including Microsoft office required
• Ability to obtain Act 33/34 and FBI clearances
• Reliable transportation

COMMITMENT TO SOCIAL JUSTICE
Holy Family Institute and its affiliated organizations are committed to an environment that respects and values every human being and individual differences. We will invest time and resources to create an inclusive environment for all of our stakeholders. This means we will respect diversity that includes race, ethnicity, gender, socioeconomic status, education, disability, language, and sexual orientation. We also believe that we should be “Faithful Listeners” and embrace diversity of ideas, perspectives, and values. We believe in providing access, opportunity, fair treatment, and advancement for all people. Believing that “God is Found in Everyday Activities” we will do our best to eliminate barriers that prevent full participation in our programs and services. We believe “Loving Relationships” means that all are welcome, all are neighbors, and there are no exceptions. With this belief we aim to create an environment in which any individual or group can feel welcomed, respected, supportive, and valued.

Holy Family Institute is an Equal Opportunity Employer