Intake & Referral Specialist

Intake & Referral Specialist

Community Action Partnership of Hennepin County Brooklyn Park, Minnesota, United States

Energy Assistance Program (EAP), Intake & Referral Specialist

Community Action Partnership of Hennepin County's (CAP-HC's) Energy & Water Services help people with lower incomes with their utility bills in several ways including help for an energy-related repair and reducing energy usage for lower utility bills on an ongoing basis. The Energy Assistance Program (EAP) is free and provides benefits of up to $1,400, plus additional support to respond to emergencies.

Minnesota’s Energy Assistance Program is federally funded and administered by the Department of Commerce. For additional information visit, (Use the "Apply for this Job" box below). .
Job Summary
The Energy Assistance Program (EAP) Intake & Referral Specialist provides excellent customer service and works with applicants via in-person and on the telephone. The Intake & Referral Specialist assists applicants with their EAP application and provides guidance with energy emergency situations.

Primary Responsibilities

• Manages inbound and outbound calls to educate callers regarding the Energy Assistance Program (EAP) program.
• Conducts phone interviews with callers/applicants to determine eligibility and provides community resources referrals.
• Demonstrates and maintains a thorough and complete working knowledge of appropriate EAP information management systems and telephone systems.
• Meets with applicants in person and provides information about their application status and helps them complete their application when necessary.
• Acts as a liaison between the applicants and the EAP Eligibility Specialists, who process their application.
• Data entry and efficient record keeping in the program data systems.
• Responds to inquiries through various communication channels in a prompt and professional manner.
• Refers and connects EAP applicants to other CAP-HC programs.
• Attends CAP-HC meetings, activities, and training.
• Supports CAP-HC's mission, vision, code of ethics and strategic plan.

Y ou are the ideal candidate if you are:

• Technical savvy, possess good knowledge, and understanding of modern technology, especially multiline phone systems, computers, and experience using technology for the purpose of enhancing productivity and efficiency.
• Proficient with Microsoft Office (Word, Excel, Outlook, Teams).
• Patient and calm under pressure.
• Able to work independently as well as part of a team.
• Community-focused, and eager to help make a difference in the lives of Hennepin County residents.

Required Qualifications

• High school diploma or GED.
• Excellent interpersonal skills that allow effective working relationships with a wide range of people from diverse backgrounds and lived experiences.
• Strong verbal and written communication skills; read, write, and speak English fluently.
• Strong problem-solving and organizational skills.

Preferred Qualifications

• Call center experience.
• College or post-secondary education.

Physical Requirements

Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to walk short distances. Exerting up to twenty-five pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers.

The employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. Focus and long periods of mindfulness. Travel/commute locally, on occasion.

Details

This position is full-time and seasonal. The season is determined by the Energy Assistance Program (EAP) work and budget availability, and other programmatic factors. EAP employees may be furloughed mid to late spring. Successful individuals will return for the next EAP season (September through May). Most EAP employees work 10 months a year.

This position will work at one of our three locations:
Brooklyn Park, Bloomington,…