DEPARTMENT: Community Services

POSITION TITLE: Fuel Assistance Client Services Specialist

LOCATION: Greenfield and Orange

STATUS: Non-Exempt

SUPERVISOR: Assistant Fuel Assistance Manager

POSITION SUMMARY

Provide general and clerical support to the Fuel Assistance program under the supervision of the Assistant Fuel Assistance Manager. Primary duties include telephone and walk-in reception tasks, scheduling for the Fuel Assistance program appointments, conducting phone intake appointments as needed, and assisting clients to complete applications for Fuel Assistance Program. Client Services Specialists also connect Fuel Assistance participants to other CAPV programs. 

ESSENTIAL RESPONSIBILITIES

1. Manage and assist with a high volume of calls to the Fuel Assistance program. Answer and return phone calls in compliance with Fuel Assistance phone guidelines using courteous and prompt customer service. Maintain basic information and referral knowledge of other CAPV programs to triage calls to other programs as appropriate. 
2. Greet Fuel Assistance visitors and participants in Greenfield and Orange in a welcoming manner, providing information and assistance as needed. Front desk reception tasks occur at Fuel Assistance offices, and at the CAPV Greenfield main office as needed.   
3. Schedule intake interviews and application assistance appointments for Fuel Assistance applicants using a variety of systems.  
4. Answer questions pertaining to the Fuel Assistance program and other CAPV programs including applications process, review of documentation requirements, and timeline of process. 
5. Conduct face-to-face application sessions, as requested by clients, to fill out applications via an online portal or on paper.
6. Provide data entry support Fuel Assistance using the CSG database as needed. 
7. Manage Fuel Assistance client files. Create new client files, retrieve, distribute, and re-file. 
8. Conduct Fuel Assistance intake appointments as needed, including data entry into database, review of documents provided, review other documents needed, and make required copies including scanning of documents. 
9. Assist with copying, scanning, and collating projects. Assist with bulk mailings and mail processing duties. 
10. Manage incoming mail, date stamps, and organize in numerical order. Distribute mail to appropriate recipients. 
11. Maintains strictest confidentiality. 
12. Attend regularly scheduled supervision meetings, team and department meetings, mandatory agency trainings, and participate in professional development activities.
13. Comply with agency and funders’ paperwork requirements and procedures. 
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. 
• Customer Service skills; ability to engage in a compassionate, empathetic manner. 
• Conflict resolution, problem-solving, establishing priorities, navigating change. 
• Organizational and attention to detail skills. 
• Judgement and decision-making. 
• Work independently and collaboratively with a team.
• 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:

• Knowledge of Franklin and Hampshire counties and North Quabbin regional organizations, social services, advocacy, and navigating resources 
• Experience working with marginalized communities and individuals with low incomes 
• Experience with data management, data capture, and tracking methods. 
• Adapt to changing priorities and demonstrate close attention to details
• Proficient computer skills (Microsoft Suite and databases)
• Bi-lingual in English and Spanish, Haitian Creole, and/or Russian is a highly valued skill for this role. 

To Qualify

Minimum Qualifications/Transferable Skills:? 

• Two years of customer service and office experience in a social services or closely related field. 

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. 
• 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.