Informational Client Communication Specialist

Overview

Self Help Inc. is currently looking for an experienced Information/Client Communication Specialist to join our team.

Agency Profile

Self Help, Inc. is a nonprofit Community Action Agency (CAA) created to help families and individuals stabilize and secure their lives through education, strategic assistance, and building opportunities in their communities. We provide a range of services for families and households across Southeastern Massachusetts.

Hourly Rate: $20

Job Summary

Serves as an Agency contact for all incoming calls, answers call and directs caller to appropriate resources. Provides assistance to callers requesting specific information with regard to the status of their application, or how to apply to the program. Schedule intake appointments for prospective Fuel Assistance clients and give detailed information as to the necessary documentation that is required. Provides information on other available resources within the community.

Serves as contact for all incoming emails to the fuel assistance email daily and responds to client’s question in a timely manner.

Serves as backup for client certification process when needed.

Essential Duties and Responsibilities

• Performs all responsibilities with the highest degree of professionalism. Maintains client confidentiality.
• Gathers all information necessary to determine if new or existing client, determine client’s needs and concerns, and answers client’s questions.
• Counsels clients in relation to their needs. Provides information on Self Help Fuel Assistance programs, Energy Conservation programs, and other available services and programs.
• If information cannot be obtained from the database, the caller’s concerns are noted and given to the appropriate staff person for follow-through.
• If appropriate, refer callers to volunteer agencies to facilitate intake process within their home communities.
• Provides translation assistance.
• Provides information on utility forgiveness programs.
• Provides information on the availability of resources for households who have exhausted their Fuel Assistance benefits, or who may need referrals to non-energy-related agencies.
• Provides assistance to LIHEAP Program Director with various outreach projects.
• Works closely with Receptionist to maintain appointment log and providing proper notification of any appointment scheduled due to an emergency situation.
• Supports the Fast Track review process for emergencies.

Other Requirements

• Must pass a criminal background check and other required clearances
• Valid driver's license and reliable transportation are required

Schedule

• Monday-Friday
• 8AM-4PM
• Seasonal position with a summer layoff. Employees may collect unemployment benefits during the summer months.

Knowledge,

Skills and abilities

• Flexibility – able to easily adapt to new program guidelines and requirements, able to adjust to changing client issues as they arise
• Communication proficiency – able to explain complex program requirements in a manner that is understood by the clients
• Client Focus – ensure that client needs are thoroughly assessed and referrals are done based on the needs and available resources. Maintain client confidentiality. Maintain agency and program ethical code of conduct requirements and personnel polies
• Technical Capacity – must be proficient in use of LIHEAP database, utilize email, telephone system and ADP system
• Collaboration Skills – able to work professionally with clients, LIHEAP team members and supervisor

Education & Experience

• Must possess the ability to interact well with a cross section of the population, and to effectively communicate the guidelines as well as the documentation requirements for Fuel Assistance.
• Must possess excellent telephone communication skills.
• Must be able to effectively and respectfully communicate with all callers.
• Must be computer literate and be able to work productivity in a fast-paced environment
• Customer service experience required
• Bi-lingual candidates encouraged to apply
• Proficient in Excel

Self Help Inc offers a comprehensive employee benefits package:

• Medical
• Dental
• Vision
• LTD
• FSA
• 403B
• Vacation Time
• Optional Time
• Sick Time
• Holidays
• Disability Benefits
• Life Insurance
• Direct Deposit

Self Help, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

Disclaimer

This job description is not intended, and should not be construed to be, an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended, however, to be an accurate reflection of those principal job elements essential for making decisions related to job performance, employee development and compensation. As such, the incumbent may perform other duties and responsibilities as required.

Its contents imply no contractual obligation and may be changed by the agency at any time.