Program Assistance Center (PAC) Eligibility Coordinator

POSITION SUMMARY

The PAC Eligibility Coordinator oversees the daily operations of the eligibility team, ensuring accurate, timely and compliant eligibility determinations for energy assistance programs. This position provides supervision, training, quality assurance, and workload management while leading accessibility initiatives to promote equitable access to services.

This is a hybrid position that can be based in any of UWSCMI's four office locations (Battle Creek, Jackson, Kalamazoo, or Lansing). The role requires a minimum of three days per week in the office and occasional travel throughout the region.

Note: This position is posted in multiple locations but it represents a single opportunity. Duplicate postings are intended to reach a broader candidate pool and reflect regional hiring flexibility

KEY RESPONSIBILITIES

Equity, Diversity and Inclusion

• Contribute to an equitable, diverse and inclusive organizational culture that centers people in every solution, process and function.
• Commitment to trauma-informed and people-centered care principles, with an understanding of the impact of trauma on individuals and communities.
• Identify barriers that may prevent households from successfully accessing services and develop solutions to improve program accessibility for individuals with disabilities, limited English proficiency, transportation challenges, technology limitations, and other unique circumstances.

Program Quality and Compliance

• Ensure all eligibility determinations and service delivery activities comply with MEAP standards, guidelines, policies, and contractual requirements.
• Conduct quality assurance reviews and audits of denied applications to ensure eligibility decisions are accurate, appropriately documented, and compliant with program requirements.
• Maintain current training materials, standard operating procedures, and FAQs while recommending process improvements that enhance program quality and consistency.
• Assist PAC Program Director with projects as needed.

People Leadership:

• Directly supervise Eligibility Specialists, providing coaching, guidance, performance management, and ongoing support.
• Lead the recruitment, onboarding, and training of temporary staff to ensure consistent application of program policies and procedures.
• Identify training needs and coordinate professional development opportunities for permanent and temporary staff.
• Monitor staff performance, provide regular feedback, and support employee growth, accountability, and productivity.

Program and Organizational Support

• Collaborate with internal departments and organizational leadership to support program objectives and organizational priorities.
• Assist the PAC Program Director with special projects, initiatives, and other duties as assigned.

Other duties as assigned.

JOB REQUIREMENTS

• Previous experience in human services, business, or a related field. This may include five years of relevant professional experience; an associate degree (or equivalent college coursework) and three years of experience; or a bachelor's degree and one year of experience.
• Well organized with attention to detail.
• Excellent computer skills including Microsoft Excel, Word, PowerPoint and Outlook required.
• Ability to always maintain confidentiality.
• Strong verbal and written communication skills.
• Able to work independently and in a team environment.
• Ability to meet deadlines and prioritize projects.
• Must be able to bend, lift up to 25 pounds and stand, walk or sit for extended periods of time.

WORK ENVIRONMENTPHYSICAL DEMANDS

• Ability to work in front of a computer for extended periods of time.
• Reliable transportation for travel within the six county/four facility footprint. Use of a personal motor vehicle for transportation requires proof of insurance and the driver must have a valid Driver's license. (Note: mileage for work travel is reimbursed at the IRS mileage rate, currently 65.5 cents per mile)
• Moderate level of stress caused by tight deadlines.
• Successful completion of a criminal background check.
• Candidate must be able to work successfully in a remote environment with private office space and high-speed internet.

SALARY: All the roles within UWSCM have pay ranges that are commensurate with the knowledge, skills, and abilities of the successful candidate. The minimum salary for this position is $53,920/year.

ABOUT UWSCMI

United Way of South Central Michigan (UWSCMI) gathers the power of three legacy organizations-Capital Area United Way, United Way of the Battle Creek and Kalamazoo Region, and United Way of Jackson County-to mobilize financial and volunteer resources, partners, and voices, creating equitable and lasting change for the most vulnerable people in our communities.

Our vision: Strong, caring communities where every person is valued, thriving, and connected for the common good.

Our path: Our work lifts our local communities by reducing racial and economic disparities; addressing the needs of ALICE (Asset-Limited, Income Constrained, Employed) households in financial stability, education, health, and basic needs; and creating opportunities for every person to reach their full potential.

EQUITY, DIVERSITY AND INCLUSION

UWSCMI is committed to dismantling systemic inequities that continue to cause harm for Black, Indigenous, and other People of Color (BIPOC), Lesbian, Gay, Bisexual, Transgender, Queer, Intersex and Asexual (LGBTQIA ) people, women, and people with disabilities. We believe that these communities must be centered in the work we do. We strongly encourage applications from people with these identities or who are members of other marginalized communities. We are continuously building capacity and accountability into our policies, practices, and partnerships. We seek those who can lead and move alongside us in this work.

NOTE

All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

BACKGROUND CHECK DISCLOSURE

We require background checks for certain roles. The checks are completed by ProScreening and results are only ever communicated to the Hiring Manager if they may impact someone's employment. We do not use prior arrests, only convictions. These convictions will only be considered as hiring criteria if they are directly connected to the rolesresponsibilities of the job (for example, financial related convictions for a finance officer). We know that the criminal legal system is not equitable, and negatively impacts marginalized communities - specifically people of color - at rates much higher than other identities. This is why our background check process is only in place for explicit situations.

TOTAL REWARDS PACKAGE

United Way of South Central Michigan offers a competitive total rewards package including a competitive salary, medical coverage with an employer contribution of 90% towards single coverage and 75% towards dependent coverage, dental and vision with a 90% employer contribution towards single and dependent coverage, life insurance with an employer-paid benefit of 2 times annual salary, short-term disability and long-term disability effective the date of hire. In addition, United Way provides a 10% employer contribution into the 403(b) retirement plan each year with full vesting after 3 years of service and 20 days Paid Time Off, 13 days Paid Sick Time, 5 Paid Volunteer Days, 3 Floating Holidays and 11 Paid Holidays each year (Paid time off, sick time. Paid volunteer time and floating holidays are prorated the first year).