Works under general supervision of the Community Services Block Grant (CSBG) Manager to provide assistance to customers through the CEAP (comprehensive emergency assistance program) rent/mortgage assistance, LIHEAP (low income home energy assistance program) utility assistance, and medical prescription programs.

Pay Grade: 44

Salary Commensurate with Experience and Education

1. Four (4) years of experience in an administrative capacity performing counseling, interviewing, or other related duties and high school diploma or possess a GED; OR

2. Two (2) years of experience in an administrative capacity performing counseling, interviewing, or other related duties and two (2) years of college study (60 semester hours or 72 quarters) from an accredited college or university.

3. PROOF OF EDUCATION, TRAINING, AND/OR EXPERIENCE IS REQUIRED.

1. Conducts initial interview with customers to identify needed services (i.e. CEAP, medical prescription, and/or LIHEAP) and enters pertinent data into appropriate databases for application processing.

2. Ensures all appropriate eligibility documentation is collected and scanned into the Thomas H. O'Neal software (THO) database, including ensuring all notes are entered in a timely manner.

3. Maintains good communication with vendors to ensure all concerns have been addressed.

4. Provides information and referral services to customers in need of support not provided by CSA.

5. Accurately utilizes MLGW Citrix, DHS ACCENT and THO databases to ensure customer applications are processed timely and consistently follows privacy rules and regulations regarding customer information.

6. Conducts self-audits to ensure work submitted meets program guidelines.

7. Tracks application completion and keeps customer informed throughout the process.

8. Meets weekly quotas regarding number of customers to be served.

9. Resolves customer complaints, both internally and externally, by way of program/ department policies and procedures.

10. Conducts home inspections prior to customer move-in.

11. Participates in program outreach activities.

12. Attends meeting and training sessions, as required.

13. Completes and submits weekly status reports.

14. Performs other related duties as required or directed.

1. Ability to apply critical thinking and active listening skills to each case.

2. Knowledge of methods and techniques of counseling and application intake.

3. Ability to establish and maintain meaningful rapport with clients.

4. Ability to gather and interpret case histories.

5. Ability to effectively communicate orally and in writing.

6. Ability to perform multiple tasks simultaneously.