Case Manager & Certification Specialist

Description

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.

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.

• 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…