Fuel & Electric Program Assistant

Job Title: Fuel and Electric Program Assistant

Program/Dept.: Outreach Services

Reports To: Fuel and Electric Assistance Manager

Status: Full Time 40 hours/week

Probationary Period: Ninety (90) days

Work Schedule: Monday-Friday

GENERAL DESCRIPTION

The Fuel and Electric Program Assistant is a high-level content expert within our Energy Services department. The FAP/EAP Program Assistant acts as a resource assisting clients with the fuel and electric application process. This role safeguards the quality of client services by serving as a vital bridge between clients and staff—addressing concerns, resolving conflicts to ensure fair and equitable treatment, and upholding our commitment to delivering the highest‑quality, support to every client.

EDUCATION AND EXPERIENCE

• High School diploma or GED (required)
• Associate degree or experience in the nonprofit field (preferred)
• Requires working knowledge of social services available in the community, such as LIHEAP or Electric Assistance Program, or ability to rapidly acquire such information
• Strong computer skills, including proficiency in Microsoft Office products and ability to quickly learn program-specific software programs. Web-based computing experience preferred.
• Ability to create and maintain databases as well as generate reports that comply with agency and contract requirements.

CORE RESPONSIBILITIES

• Greet and welcome clients applying for Energy Services
• Accurately process and file all fuel and electric assistance applications within 24 hours
• Record application data into tracker, empower data bases maintaining 98% accuracy
• Respond to all phone inquiries, Sfax and emails within one business day, providing clear information and guidance
• Accurately triage all calls placed to the department
• Maintain an organized and clean office area, restocking materials as needed, daily

DUTIES

• Conduct self in a professional manner suitable for an office environment
• Date stamp, upload, distribute and file all necessary fuel and electric application documentation
• Assists with data entry of fuel and electric assistance applications
• Must have the ability to obtain and record accurate information; create and maintain required records and/or databases
• Answer questions and assists clients with filling out applications and required forms
• Work with staff and clients as necessary to maintain a safe environment for all
• Must be a reliable team player with excellent customer service skills and the desire to provide client services while observing and maintaining agency policies and guidelines
• Knowledge of all office equipment to include copier and computers.
• Excellent organizational as well as verbal and written communication skills
• Positive attitude, proven ability to work successfully with diverse populations
• Other duties as assigned

GENERAL EXPECTATIONS

• Respects confidentiality of information about agency staff, personnel issues, and other program operations.
• Plan, assign, coordinate, organize and prioritize work.
• Models direct, positive, honest, and respectful behavior in every aspect of work with children, families, staff, and community members.
• Energetically engages people, issues, and work.
• Applies the highest ethical standards to themselves and others daily.
• Supports others in their efforts to be productive and effective and succeed in work and life.
• Actively participates in teambuilding, which includes sharing ideas and mutual support of team members.
• Consistently uses interpersonal skills that are appropriate for individual styles, personalities, cultures, the nature of the work, and the environment in which the work is being done.
• Practices honest, respectful, and direct communication as well as active listening.