Community Services Program Coordinator

Summary of Job Description: The Community Services Program Coordinator provides leadership, coaching & training, for all Customer Service Representatives who assist individuals to acquire assistants with utility bills; duties include assigning work, coaching & training, approving time, and attendance and evaluating performance. Responsibilities also include ensuring that the agency’s customer service standards are met in the reception center including but not limited to, adequate staff coverage, state mandated service hours, appointment setting, and addressing customer concerns that have been elevated to a supervisor. The Community Services Program Coordinator does support the application process by processing and certifying applications, resetting denied applications, deleting duplicate applications, and issuing payment guarantees, as needed. Support in the compliance monitoring of the Housing Counseling program. The Community Services Program Coordinator will report to the Community Services Program Manager.

Summary of Requirements: Bachelor’s degree in social work, human services, sociology, community services, or related fields. Three years’ experience working in a Human Services program or related program. Experience working in the nonprofit sector and/or Social Services preferred. Two (2) years of supervisory and/or management experience preferred. Skills and proficiency using Microsoft Word, Excel, Outlook, or other software applications to conduct research, retrieve data, create spreadsheets, and reports. Strong organizational skills, and attention to detail to manage and meet deadlines are also preferred. Must always maintain confidentiality. Communication Skills: Communicates effectively, appropriately, and professionally in written and verbal formats with assigned team members, coworkers, supervisors, customers, and vendors.

Responsibilities and Duties:

Ensure proper disbursement of program funds.

• Certify applications as needed for state approval and payment; issuing payment guarantees if needed.
• Support the application process by resetting, deleting duplicate and denying applications.
• Ensure that customer service standards are met in the reception center.
• Generate productivity and statistic reports (assigned worker, pending, awaiting)

Provide Day to Day Oversight of CSR Staff

• Monitor the day-to-day workload and productivity of CSR staff to ensure compliance with State standards and to complete performance evaluations.
• Track daily status of Energy Assistance applications.
• Address customer concerns that have been elevated to the supervisor.
• Act as a liaison between customers and vendors to restore or retain services especially during Crisis Season.

Support outreach services to Calvert, Charles, and St. Mary’s Counties

• Ensure that OHEP is represented at outreach and other events when requested.
• Refer clients to other community resources for assistance.
• Responsible for Outreach programmatic record keeping and reporting.

Support Housing Counseling

• Support Housing Counseling in compliance monitoring.
• Ensure Housing Counselor files meet all requirements and regulations.
• Conduct monthly compliance checks of Housing Counseling files.
• Ensure Housing Counselors are abreast of new trends, requirements regulation etc.

Other Duties as Assigned

Licenses or Certificates:

Valid Driver’s License and HUD Certification.

Special Requirements:

State and Federal Bureau of Investigation Criminal Background Check, National Sex Offender Public Registry Check, Physical, Tuberculin PPD Tine Test at time of employment, and annually, or by physician requirement, thereafter, and Pre-Employment, Random, Post-Accident Drug and Alcohol testing. Availability to work evenings and weekends as needed.

Physical Demands:

Work requires limited physical effort.

An Equal Opportunity/Affirmative Action Employer