November 6, 2024

The Community Action Committee of Pike County

Piketon

Eligibility and Enrollment Specialist

The purpose of this position is to assist customers in identifying and accessing programs for which they are eligible and that will benefit them the most. Responsibilities include HEAP Outreach, customer service, making telephone contacts, and completing data entry into program-specific software. This role supports customers with heating and cooling assistance through various programs, including but not limited to HEAP, Emergency HEAP, Percentage of Income Payment Plan, Neighbor to Neighbor, and Crisis Fund applications. The staff member should also make knowledgeable referrals to other agency programs for which the client may qualify.
Essential Functions

Conducts client interviews (face-to-face and digital) to determine eligibility for multiple programs.
Establishes and maintains digital client files.
Assists Social Service clients in a courteous and professional manner.
Serves as an effective and courteous liaison between clients, utility vendors, and partners.
Maintains excellent customer service standards when assisting clients, vendors, and partners.
Manages phone calls, typing, and filing duties for all Social Service programs.
Refers clients to other agency programs as needed.
Maintains up-to-date knowledge of available assistance in the community and resources for applications.
Protects client confidentiality in all interactions.
Follows agency safety policies and procedures.
Works well with minimal supervision.
Becomes a knowledgeable resource for county programs, learning new offerings as they arise.
Performs additional duties as assigned.
Attends relevant meetings, conferences, and training, sharing acquired information with agency staff and partners.
Responds to client eligibility inquiries through various methods (phone, email, walk-ins).
Processes new client applications received through multiple formats (email, fax, drop-off).
Creates digital client files based on eligibility information.
Assists clients with various applications in the Social Services Department.
Gains expertise in data entry and application processing across multiple programs.
Acquires the ability to determine eligibility for Social Service programs, including but not limited to:
- Home Energy Assistance Program (HEAP)
- Emergency HEAP (E-HEAP)
- Percentage of Income Payment Plan (PIPP)
- Neighbor to Neighbor (N2N)
- CAC’s Crisis Fund
- Low Income Home Water Assistance Program (LI-HWAP)
Compares similar programs to determine the most beneficial option for the client.

Education

High School Diploma or equivalent.

Experience

Minimum of two (2) years clerical/office experience.
Must pass a typing test with a minimum of 30 words per minute (3-minute timed test, maximum of 3 errors).
Proficiency with computers, scanners, fax machines, and printers.

Licenses, Certifications, and Accreditations: