DEPARTMENT: Energy Programs

POSITION: Referral Specialist 

LOCATION: 393 Main St Greenfield

STATUS: Non-Exempt

SUPERVISOR: Energy Vender and Operations Coordinator 

POSITION SUMMARY:

The Energy programs Referral Specialist is the first point of contact for clients seeking weatherization, energy audits, heating system repair and replacement, and home repairs. The primary responsibilities include answering the weatherization and repair phone lines and screening caller eligibility for various energy programs, and scheduling appointments. Make connections to other agency and community resources. Referral specialists are also responsible for providing administrative support for the Energy Department. 

ESSENTIAL RESPONSIBILITIES: 

1. Answer the Energy Referrals phone line and provide comprehensive screening, information, and referrals, and schedule appointments for our programs as appropriate. 
2. Use the program approved phone and referral data systems to record and track interactions with potential clients and to research and track referrals.
3. Update the databases when new information is available. 
4. Follow program guidelines for the use of all required database systems including but not limited to SharePoint, CSG Identity, CSM, InDemand, excel spreadsheets and others as required.
5. Gathers pertinent information to determine client eligibility for Energy programs.
6. Learn basic knowledge of residential efficiency and heating systems.
7. Provide production support including assigning work orders for routine heating system repairs and replacement program.
8. Provide follow-up services to clients who receive services in accordance with program guidelines.
9. Maintain high level of customer service following Community Action has established Customer Service Standards and all applicable guidelines set forth by the program. 
10. Maintain organized participant files in accordance with program guidelines. 
11. Ensure that all client files and applications meet grant eligibility and reporting requirements and review with Supervisor for approval.
12. Ensure required data and reporting completed in an accurate and timely manner in accordance with program guidelines. 
13. Become knowledgeable and remain current with the regulations and requirements of all applicable program funders. 
14. Assist individuals in obtaining utility arrearage payment arrangements, low-income rates and shut off protections. Assist individuals in obtaining LIHEAP benefits.
15. Work as a team with program staff to support, enhance, and promote communication and consistency in the delivery of services. 
16. Assist with other clerical duties as needed including filing, mailings, phone coverage, etc.
17. Attend all required staff meetings, supervision, training and contractual meetings.
18. Attend mandatory agency trainings and other relevant trainings. 
19. Comply with agency and funders’ paperwork requirements and procedures. 
20. Participate in professional development activities and team meetings. Maintain strictest confidentiality.
21. Perform other related work as required. 

This does not cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice. 

ESSENTIAL QUALIFICATIONS:

• High school diploma or High School Equivalency.  
• Five years’ experience in Human Service or related field or applicable work experience working with diverse individuals and families that have low incomes.
• Additional appropriate education may be substituted for experience or
• Additional directly related experience may be substituted for education.
• Bi-lingual Spanish preferred.

SKILLS REQUIRED:

• Knowledge of CAPV programs and resources, and Franklin, Hampshire & N. Quabbin region agencies and resources.
• Excellent listening skills and ability to demonstrate patience and a non-judgmental attitude when dealing with people experiencing crises.
• Sensitivity to cultural and socioeconomic diversity and the needs of individuals with low incomes. 
• Demonstrated commitment to valuing diversity and contributing to an inclusive working environment. 
• Understanding of poverty and its impact on individuals and families.
• Ability to prioritize and manage multiple tasks to meet consumer needs
• Proficient computer skills including Microsoft Office applications, database programs, calendars
• Highly proficient skills in Excel preferred.
• Ability to learn quickly new software.
• Excellent customer service skills, strong communication skills, be highly organized, and have the ability to process information quickly and accurately.
• Excellent verbal (in-person and phone) and written communication skills.
• Excellent organization skills with attention to detail, ability to multi-task and ability to maintain accurate and organized participant case files.
• Ability to perform basic math computations.
• Understanding data capture and tracking methods.
• Demonstrated ability to work both independently and as a team and complete assignments in a timely manner.
• Demonstrated ability to build positive relationships with participants, community members and organizations. 

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

The physical demands and work environment described below is representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Requires sitting for long periods.
• Working in an office environment.
• Some bending and stretching required.
• Extensive use of telephone required. 
• Manual dexterity required for use of calculator and computer keyboard.
• Must be able to lift 20-30 lbs.
• Specific vision abilities required by this job include vision, color vision, and the ability to adjust focus. 
• The work environment includes indoor office environments or comparable spaces and community spaces, with occasional exposure to outdoor weather when traveling to outreach or meeting sites or when participating in special outdoor events. The noise level varies by sites and meetings.

AA/EOE/ADA

Employment is contingent upon successful completion of Criminal Offender Record check (C.O.R.I.) prior to hire and every three years. Successful completion of a background record check for NGRID contract through Accurate Background if applicable.