DEPARTMENT: Community Services

POSITION TITLE: Fuel Assistance Intake/Certifier Appeals Specialist

LOCATION: Greenfield and Northampton

STATUS: Non-Exempt

SUPERVISOR: Fuel Assistance Program Manager 

POSITION SUMMARY

Interview and complete applications for individuals applying for the Fuel Assistance program (Home Energy Assistance Program HEAP). Certify applications, which includes following state guidelines and conducting means testing. Review fuel assistance application appeals as assigned, which includes reviewing work conducted by the agency’s applications certifying team. 

ESSENTIAL RESPONSIBILITIES  

1. Complete processing of fuel assistance program applications. 
2. Conduct in-person or phone interviews with fuel assistance applicants. 
3. Collects necessary documentation for establishing eligibility, including mailed information.  
4. Review applications for completeness and accuracy. 
5. Provide necessary computer data entry. 
6. Provide various clerical duties, and mailing. 
7. Manage a multiple phone line system.  
8. Must acquire knowledge of program certification regulations and guidelines Comply with agency and funders’ paperwork requirements and procedures. 
9. Conducts application and benefit appeals as needed following appeal procedures and guidelines. 
10. Conducts in-person, virtual or phone formal appeal hearings when requested. 
11. Maintains strictest confidentiality. 
12. Remote work available complying with the agency’s policy. 
13. Attend regularly scheduled supervision meetings, team and department meetings, mandatory agency trainings, and participate in professional development activities.? 
14. Performs 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 be adjusted to meet the operational needs of the agency.

QUALIFICATIONS/SKILLS

We invite individuals with lived experience who are part of communities that have been historically denied a full opportunity in aspects of economic, social, and civic life to apply. These communities include, but are not limited to, BIPOC, LGBTQIA2S, persons with disabilities, and persons adversely impacted by multigenerational poverty or other inequality.

The ideal candidate will demonstrate the following competencies:

• Interpersonal communication – verbal and written; in-person and phone. 
• Conflict resolution, problem-solving, establishing priorities, navigating change. 
• Organization and attention to detail skills. 
• Customer service skills. 
• Judgement, decision-making, and analytical skills. 
• Promote equity by deconstructing barriers to a racially just system. Cultivate work environments that value truth-telling, courage, vulnerability, space to think and reflect, community-mindedness, hope, and openness to difficult conversations. 

Key Knowledge and Experience:

• Experience working with marginalized communities and individuals with low incomes. 
• Experience with data management, data capture, tracking methods and analysis for outcome measurements. 
• Knowledge and experience in reviewing financial documents and information. 
• Proficient computer skills (Microsoft Suite and databases). 

To Qualify:

Minimum Qualifications/Transferable Skills:

• Four years of related experience with client services, and/or compiling financial information in a social services setting working with individuals and families with low incomes.

OR

• The ability to complete an Appeals Exam within six months of employment 

We encourage individuals who believe they have the skills necessary to thrive to apply for this role. We will consider any combination of relevant work experience, volunteering, education, and transferable skills as qualifying. Please be clear and specific in application materials how your background, lived experience, and transferable skills are relevant to this position.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

The physical demands and work environment described below are 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 extended periods of time. 
• Working in an office environment. 
• Some bending and stretching required. 
• Extensive use of the telephone is required. 
• Manual dexterity required for use of calculator and computer keyboard. 
• Must be able to lift from 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. The noise level varies by site. 

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.