OHEP Service Clerk

Come join our team! Prince George’s County Government provides a dynamic and inclusive workplace where employees can thrive, learn, and grow across its 30 diverse agencies, all dedicated to serving the County's residents with essential resources and services. Nestled just minutes away from Washington, DC, Prince George's County combines urban vibrancy with serene surroundings, offering an ideal setting to live, work, and enjoy life.

Applicant Limit Notice:
Please be advised that applications for this position will be capped at a maximum of 100 submissions. Once this threshold has been reached, the posting will close, and no further applications will be accepted. We encourage interested candidates to apply promptly to ensure consideration.

This position is limited term grant funded (LTGF). Positions designated as limited-term grant-funded are temporary in nature and the employment period is contingent upon the grant's continued funding availability.

This position does offer benefits.

The contractor shall perform the services set forth below under the general direction and supervision of the Prince George's County Department of Social Services, Community Services Division (CSD). The program goals are to provide prevention and intervention services to individuals and families who are in need of assistance with their utilities and Weatherization services. The contractor shall serve as an Office of Home Energy Programs (OHEP) Clerical Support Worker and is responsible for providing essential administrative support, managing the full customer engagement cycle, and processing client cases efficiently at the OHEP front desk and within the division.

• Serve as the primary point of contact for OHEP customers, providing clear, professional, and empathetic communication via email, fax, phone, and in-person.
• Adhere to agency standards of excellent customer service in all interactions, promptly addressing inquiries, and resolving client issues or escalating complex matters to appropriate case workers or supervisors.
• Conduct comprehensive interviews with County residents seeking energy assistance, using established program standards and protocols to gather necessary information and determine initial eligibility.
• Assist customers in accurately completing and submitting applications and required documentation for OHEP and related programs.
• Manage the communication log for the case management process by diligently responding to customer calls, texts, and emails in a timely manner.

• Process new and existing customer applications, ensuring all forms are complete and required supporting documents (e.g., income verification, utility bills) are collected.
• Utilize program-specific databases (such as CARE/MABS; ECMS, Pepco, Washington Gas, and Work Number) to efficiently check and update the status of customer applications and verify necessary information.
• Accurately and timely update data on program participant service records within the OHEP system and internal databases to maintain a current and compliant case file.
• Scan, organize, and file customer applications and related documents into the OHEP electronic system, ensuring proper record-keeping and data integrity.
• Follow strict case management policies and procedures and ensure all case records are maintained in accordance with federal, state, county, and departmental standard operating procedures.
• Proactively manage and follow up on cases throughout the application lifecycle, including tracking documents, processing approvals, and coordinating with utility companies or internal staff to move cases toward resolution.

• Perform general clerical work, including data entry, preparing correspondence, and scheduling appointments as needed.
• Attend all mandatory online and in-person training necessary to become proficient in the policies, procedures, and systems of the Office of Home Energy Programs (OHEP).
• Develop cooperative and professional relationships with co-workers and other CSD employees to foster a positive and collaborative team environment.
• Willingly…