Case Manager & Certification Specialist

North Shore Community Action Programs (NSCAP) is seeking a compassionate, detail-oriented, and customer-focused Case Manager & Certification Specialist to join our Home Energy Assistance Program (HEAP) team. In this role, you will help individuals and families access critical energy assistance benefits that promote household safety, well-being and financial stability. This is a 30-hour-per-week seasonal position with benefits, operating annually from September through June. The position is expected to be renewed each program year based on funding and program needs. The ideal candidate enjoys helping people, excels at managing detailed information, and can effectively balance customer service, case management, and regulatory compliance responsibilities in a fast-paced environment. Fluency in English and Spanish is strongly preferred.

Position Summary

The Case Manager and Certification Specialist is a key member of the Home Energy Assistance Program (HEAP) team and is responsible for supporting all phases of the client application process, including outreach, intake, eligibility determination, certification, client notification, and ongoing case management services. This position ensures compliance with federal, state, and agency requirements while providing high-quality customer service to applicants, vendors, and community partners.

Essential Responsibilities

· Perform administrative functions related to HEAP operations, including receiving, screening, scanning, filing, organizing, and maintaining applications and supporting documentation.

· Respond promptly and professionally to telephone, email, online, written, and in-person inquiries regarding HEAP services and eligibility requirements.

· Coordinate communication and outreach activities, including transferring calls, scheduling appointments, and providing general program information.

· Assist with preparation and distribution of bulk mailings and operate office equipment as required.

· Conduct intake interviews with first-time applicants; explain program eligibility requirements, benefits, application procedures, and required documentation.

· Process applications received through the HEAP online portal and conduct telephone interviews with first-time applicants.

· Scan, upload, and maintain client documents and electronic records within agency software systems.

· Assist returning applicants with the recertification and renewal process.

· Monitor and respond to client heating emergencies in accordance with EOHLC guidelines, including occasional weekend coverage.

· Create, maintain, and update client files and filing systems.

· Collect, verify, and accurately enter income, household, housing, demographic, and utility information in accordance with EOHLC requirements.

· Follow up with applicants to obtain missing documentation and ensure timely completion and processing of applications.

· Maintain proficiency in EOHLC Administrative Guidance for Program Operators to ensure compliance with program requirements.

· Review applications and supporting documentation for completeness, accuracy, and compliance with EOHLC requirements.

· Certify completed applications in accordance with EOHLC Administrative Guidance; verify eligibility determinations, income calculations, and supporting documentation, and resolve discrepancies as needed.

· Notify vendors of applicant eligibility by telephone, fax, email, or other approved communication methods.

· Maintain positive working relationships with fuel vendors, utility companies, and community partners to support timely service delivery.

· Provide referrals to energy-related programs and community resources, including childcare, food assistance, tax assistance, and vocational rehabilitation services.

· Distribute educational materials and provide guidance regarding budgeting, shut-off protections, energy conservation, and energy-efficiency programs.

· Advocate on behalf of clients by assisting with utility service restoration, payment arrangements, and access to available energy assistance resources when appropriate.

· Collaborate effectively with HEAP staff and other agency personnel to provide respectful, high-quality client services consistent with NSCAP’s mission.

· Maintain strict confidentiality of client information in accordance with agency policies and applicable regulations.

· Perform other duties as assigned by the Program Director.

· Bachelor's degree in Human Services, Social Work, Public Administration, or a related field; or an equivalent combination of education and 3-5 years of relevant experience.

· Experience with federal and state LIHEAP/HEAP regulations, eligibility determination, and program administration preferred.

· Demonstrated proficiency with Microsoft Office applications and the ability to learn and use agency-specific software systems.

· Strong organizational skills with the ability to manage multiple priorities and maintain accurate records.

· Excellent customer service, interpersonal, and client advocacy skills.

· Strong attention to detail and commitment to data accuracy and regulatory compliance.

· Ability to interpret and explain program regulations, policies, and procedures.

· Effective written and verbal communication skills and the ability to work with individuals from diverse cultural, linguistic, and socioeconomic backgrounds.

· Ability to exercise sound judgment, analyze information, solve problems, and perform mathematical calculations related to eligibility determination.

· Ability to maintain confidentiality and handle sensitive information with discretion.

· Fluency in English and Spanish is strongly preferred. Candidates with experience serving culturally and linguistically diverse communities are encouraged to apply.

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision and the ability to adjust focus. The employee is regularly required to stand, walk, sit; use hands to manipulate objects, tools, or controls; and reach with hands and arms. The employee frequently lifts and/or moves binders of printed material of up to 20 lbs.

Work Environment:

The work environment is typical of one an employee would encounter while performing the essential functions of this job; it is a busy office environment where work is performed in cubicles. The majority of the work is performed at a computer while sitting behind a desk. In addition to data input, significant time is spent talking to clients in person, by phone or through emails.

Note: This job description is not designed to contain all duties that are required. Other duties, responsibilities and activities may be assigned at any time with or without notice.