Community Resource Advocate II, Utility Assistance - Bilingual Required

Community Resource Advocate II – Utility Assistance (Bilingual Required)

This position plays a crucial role in our mission by managing the equitable allocation of utility assistance resources. You will screen clients for program eligibility, process direct financial assistance from funding streams such as LIHEAP, LIHWA, etc., gather required documentation, and provide essential referrals. The role requires accuracy, strong decision‑making skills to determine the best combination of funds for each client, and the ability to build collaborative relationships with both clients and utility providers to achieve positive outcomes.

• Conduct phone–based or face‑to‑face interviews with Washington County low‑income households to determine eligibility for Utility Assistance programs.
• Accurately determine eligibility and process payments from a variety of complex funding sources (e.g., LIHEAP, LIHWA, OEAP, OREF) in strict adherence to all funding guidelines.
• Negotiate with utility companies and fuel providers to prevent service disconnects, restore service, or guarantee bulk fuel delivery.
• Accurately enter detailed client information, required documentation, and authorized payments into statewide client databases and multiple systems of record.
• Maintain real‑time, accurate, complete, and confidential client records (billing, income, ).
• Provide comprehensive resource information on energy conservation, utility policy, payment plans, and other relevant community services.
• Engage in outreach activities and participate in application/enrollment events to educate and share services with low‑income households.
• Maintain strict confidentiality and adhere to all agency safety policies, procedures, and the agency code of ethics.

• High School Diploma or equivalent with 6+ months of customer service experience. An equivalent combination of education and experience may be considered.
• Bilingual requirement: fully bilingual (verbal and written) in African American English Vernacular, Arabic, Chinese, Farci, Russian, Somali, or Spanish.
• Intermediate computer literacy in MS Word, Excel, Outlook, and related software programs.
• Proven experience completing data entry with high accuracy.
• Experience working effectively and collaboratively with a wide range of professionals and social service agencies in a diverse work environment.
• Excellent ability to communicate effectively both orally and in writing.

• Associate’s degree or higher in Social Services or a directly related field.
• Familiarity with Washington County community resources.
• Prior experience interviewing clients, assessing their needs, and advocating on their behalf.