Customer and Community Outreach Programs Coordinator

The Customer and Community Outreach Programs Coordinator administers Clallam PUD’s customer assistance programs by processing applications, verifying eligibility, and assisting customers with payment arrangements, medical necessity claims, and moratorium requests. The position serves as a liaison with local assistance agencies, tribes, and state and federal partners, and supports community outreach for customer programs.

This role assists the Customer Experience & Communications Manager with customer experience and communications efforts by supporting customer-facing materials, outreach activities, and public engagement to ensure customers clearly understand and can access District programs and services. The position represents the District in public and community settings and requires strong communication skills, professional appearance, and a customer-centered demeanor.

• Contribute to Clallam PUD’s Strategic Plan by developing and implementing customer assistance programs and conducting customer outreach efforts.
• Work with customer service, communications, and conservation teams to plan, implement, monitor, and analyze energy assistance programs to meet customer needs, community outreach, and energy efficiency targets while maintaining compliance with state and federal laws.
• Manage, audit, and administer all existing and future assistance programs to support customer needs, while maintaining compliance with state and federal laws.
• Collect and assist customer service representatives with acquiring correct documentation for customers to apply successfully to programs.
• Stay current with industry standards in energy equity and energy bill assistance programs by attending trainings and conferences, and participating in work groups and external committees and boards as required.
• Evaluate and report the effectiveness of assistance programs to management, the Board of Commissioners and third parties as required.
• Develop, maintain, and train customer service representatives on all new customer assistance programs and existing program changes or updates.
• Process all discount applications, notify customer of application results and ensure accounts received proper credits.

• Assist the Customer Experience & Communications Manager with customer experience initiatives focused on improving clarity, consistency, and accessibility of customer‑facing information.
• Support development, review, and updating of customer‑facing communications including forms, brochures, applications, website content, and instructional materials.
• Assist with internal communication and coordination to ensure Customer Service staff have accurate and current information related to customer programs, policies, and procedures.
• Support preparation of materials for public presentations, community meetings, outreach events, and Board‑related communications.

• Attend public events, specifically targeting vulnerable populations, to increase customer outreach and education of PUD programs,
  representing the District in a professional, courteous, and confident manner
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• Serve as a visible representative of the District at community meetings and outreach events, demonstrating strong communication skills, professional appearance, and appropriate demeanor.
• Educate customers and community members regarding PUD low‑income assistance programs and payment options.
• Promote energy efficiency as a method of reducing energy costs.

• Collaborate with other departments and external agencies to develop and promote assistance programs and resources to highly impacted communities.
• Notify current program customers when eligibility is nearing expiration.
• Daily monitoring of fee credits and report processing for legislative mandates including, but not limited to, the Clean Energy Transformation Act (CETA).
• Monitor and report to management on all medical necessities, moratorium arrangements and other long‑term payment arrangements.
• Maintain records as directed to maintain information received regarding…