Project Manager, Low-income Outreach

POSTING DEADLINE

This position is posted until filled.

DEPARTMENT

Department: Customer Experience

JOB DESCRIPTION

Project Manager, Low-income Outreach

Salary Grade: G05
Minimum Midpoint Maximum
$86,016 - $116,120 - $146,226

SUMMARY:

Designs, implements, and administers outreach activities and programs with both internal and external community partners for support and assistance to low income and disadvantaged customers. Designs and maintains customer information vehicles to effectively connect all low-income customer groups to all PNM and community assistance programs. Develops relationships throughout the state aimed at financially assisting PNM's low-income customers and assuring efficient assistance to these customers from non-profits across the PNM service territory. Manages an effective assistance network of programs for the low-income community. Represents and demonstrates PNM's commitment to the most vulnerable with the federal, state and local government entities.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Leads cross functional company team dedicated to low income outreach and issues

Creates, develops, and maintains programs and strategies to address and meet the special needs of the PNM customer groups- Seniors, Veterans, families with children, medically fragile customers, and customers with disabilities.

Facilitates partnerships with NM senate and congressional staff engaging them and collaborating with them to serve low income New Mexicans

Evaluates and provides continuous improvement to low income programs and outreach to meet the changing needs of the PNM customer base

Creates and maintains a financial literacy training program for all PNM low income customers statewide

Coordinates, schedules, and manages a wide variety of low income outreach and event related activities including on-site events, training events, large community events, financial literacy events, community meetings, and forums. Also organizes volunteers for events, trains those volunteers and provides support as they assist customers

Serve as the company spokesperson for television and radio interviews for low-income issues, programs, and upcoming events, working closely with communications staff

Conducts a variety of statewide low-income outreach fairs custom tailored to meet the needs of the communities they are held in. These outreach fairs work closely with state agencies and nonprofits throughout New Mexico

Works with agencies serving low income customers to be the contact, resource, and subject matter expert within PNM, resolving assistance payment issues, and forming collaborations with them to assist low income customers

Develops and maintains payment processes for assisting agencies to easily and efficiently communicate with PNM and make assistance payments for PNM customers

Serves as a community liaison to facilitate and expedite assistance and support from agencies for low income customers in crisis

Makes regular contact with various agencies throughout the state to promote program offerings and to assist with customer outreach opportunities

Increases customer bill understanding and available payment arrangements by training PNM processes to Good Neighbor Fund providers and community partner agencies

Leads PNM Low Income Advisory Council and hosts a bi monthly meeting for city wide community leaders to promote the needs of low income customers as serve as a catalyst for collaborations to increase support for low income customers

Manage the Good Neighbor Fund through monthly financial reporting, sustainability forecasting, consistency and compliance to guidelines for all service providers, providing guidance and support to the third party administrator, provide training yearly to Good Neighbor Fund providers statewide, and revising the Good Neighbor Fund manual yearly

Conducts statewide periodic provider audits on the Good Neighbor Fund applications, weekly posting and compliance with Good Neighbor Fund guidelines in all areas

Conduct periodic customer satisfaction research to monitor customer satisfaction levels and compliance to the program and handles escalated customer complaints

Provides frequent and ongoing training to experienced Customer Service Representatives, and new hires to increase effectiveness of handling low income customer calls and understand low income programs, assistance sources, and assistance processes



Provides low income customers with information and face to face contact with federal and state energy assistance and weatherization program administrators

COMPETENCIES:

In-depth knowledge of the company's goals, policies, and procedures, and the department's programs and services
Proven ability to lead strategically with a willingness to roll up sleeves and execute on projects

Ability to work with a high level of sensitivity and compassion for income challenged persons, with a desire to seek solutions and collaborations on their behalf

In-depth knowledge of the Banner customer service system and customer services processes and
PRC rules and regulations

Ability to train large groups of customers, employees and community partners

Ability to speak in public forums, radio and television interviews, and with senate and congressional staff

Demonstrated interest in community affairs through experience with volunteer organizations and activities, and ability to forge strong relationships with community and government agencies

Demonstrated ability to design and create solutions and efficient processes to improve programs and deliverables

In-depth knowledge of community issues, activities, and organizations within the Rio Grande region and throughout the state as well as knowledge of low income resources, agencies and processes

QUALIFICATIONS

MINIMUM EDUCATION AND/OR EXPERIENCE:

Bachelor's degree from a four-year college or university with five to seven years of related experience, or equivalent combination of education and/or experience related to the discipline.

COMMUNICATION SKILLS:

Ability to speak English and Spanish is preferred

Ability to give radio and television interviews, and speak publically on the companies behalf for low income issues and events

Ability to train large groups including, community partners, customers, employees and volunteers and effectively communicate vital rules and policies

Ability to create and maintain monthly accounting reports, monitor audit controls and balance multiple general ledger accounts

Ability to read and comprehend complex instructions, correspondence, and memos

Ability to write complex correspondence

Ability to write information flyers, instructional manuals, and process maps

Ability to effectively present information in one-on-one and small and large group situations to customers, clients, and other employees of the organization

MATHEMATICAL SKILLS:

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations

COMPUTER SKILLS:

Working knowledge of PNM Banner customer service, proficient Excel knowledge, database, spreadsheet, and word processing software

ANALYSIS AND PROBLEM-SOLVING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Demonstrated ability to design and create solutions and efficient processes to improve programs and deliverables

PHYSICAL DEMANDS:

Ability to sit up to 2/3 of the time and to stand, walk, and stoop up to 1/3 of the time. Good vision and ability to adjust focus is required. Manual dexterity is required. Must occasionally lift and/or move up to 20 pounds. Ability and willingness to travel, including ability to drive throughout the state of New Mexico.

WORK ENVIRONMENT:

Field/Office environment.

EQUAL OPPORTUNITY STATEMENT

Safety Statement:
Safety is a core value at (TXNM Energy/PNM/TNMP) and our vision, "everyone goes home safe", reflects our commitment to promoting an environment conducive to learning, improving and building safety practices. Our safety value is built upon the belief that every employee deserves to work in an environment free from harm.

Americans with Disabilities Act (ADA) Statement:
TXNM Energy is committed to providing reasonable accommodations for qualified individuals with disabilities in compliance with the ADA. If you require assistance with the job application process due to a disability, please contact HR ADA Analyst, at 505-241-4627.

DEI Statement:
At TXNM Energy, we value the diversity of our workforce and actively seek opportunities for incorporating Diversity, Equity, and Inclusion (DEI) within our family of companies. We believe a diverse workforce enriches our environment and helps us better meet the needs of our employees, customers, and shareholders. We remain committed to attracting and sustaining a diverse workforce and retaining high-performing employees who work collaboratively to carry out the Company's purpose.

TXNM Energy and affiliates are Equal Opportunity/Affirmative Action employers. Women, minorities, disabled individuals and veterans are encouraged to apply.