Program Specialist / Community Development

We are seeking a dedicated Program Specialist to join our team. The ideal candidate will be customer-centric and passionate about making a difference in the community. This is a limited-service position (anticipated to 12/31/2025, with possibility of extending to 6/30/2026). Responsibilities include troubleshooting customer service inquiries and providing timely customer feedback; application processing; determination of eligibility; and scheduling assistance payments. Excellent communication skills are required in working with applicants and program recipients.

This position is covered by a Collective Bargaining Agreement and is located in Vermont with teleworking up to 100% of the time.

ESSENTIAL FUNCTIONS OF THE POSITION:

1. Delivers exceptional customer service support through phone, online chat, and email inquiries about program eligibility, application processes, and funding guidelines.

2. Guides applicants through the application process ad assists in gathering required documentation.

3. Evaluates applications for completeness, adherence to guidelines, and determines final applicant eligibility based on the established criteria.

4. Enters financial transactions accurately and timely for operational procedures.

5. Maintains professional communication standards to clarify information, request additional documentation, and adheres to communication protocols.

6. Collaborates with internal team for timely processing and resolution of applications.

7. Handles customer complaints, provides appropriate solutions and alternatives in a timely manner; and follows up to ensure resolution.

8. Documents information in the agency’s computerized system and case records.

9. Escalates more complex problems or unresolved issues to the next level of support.

10. Prepares and maintains confidential applicant and program participant files. Generates, reviews, and certifies reports, including waiting lists. Documents information in the agency’s computerized system and case records.

11. Develops and maintains effective working relationships with private and public agencies, statewide community-based organizations, and other VSHA staff to meet the needs of applicants and program participants.

12. Performs related work as required or assigned.

POSITION REQUIREMENTS AND QUALIFICATIONS:

Education/Experience:

· High school diploma or equivalent; Associate’s degree with coursework in administrative /technical and offices practices preferred.

· Minimum of two years’ experience in customer service, preferably in a program support or community development role.

Skills and Abilities:

· Must possess an excellent telephone manner and ability to handle a variety of callers; ability to present a professional image at all times.

· Must be able to effectively communicate verbally and in writing.

· Proficiency in Windows, Word, Excel.

· Ability to learn, adapt and apply extensive, complex rules, regulations, and functions related to VSHA, Federal- and State-funded program guidelines.

· Ability to meet guidelines and objectives set by the Authority within a specific timeframe.

· Must possess strong organizational skills.

· Ability to plan and organize a complex workload and quickly identify priorities.

· Ability to work independently referring any policy clarifications to supervisor.

· Ability to maintain confidentiality and exercise good judgment.

· Ability to maintain grace under pressure and in stressful and emotional situations.

Job Type: Full-time

Pay: $21.61 per hour

Benefits:

• 401(k)
• Employee assistance program
• Flexible spending account
• Retirement plan
• Tuition reimbursement

Schedule:

• 8 hour shift
• Day shift

Work Location: Hybrid remote in Montpelier, VT 05602

Salary : $22