The incumbent will work out of assigned Community Action Center, will have initial contact with potential applicants on the phone or in person, will explain the agency programs and intake procedures, will schedule appointments and may do outreach and take applications when needed.
Works under the direct supervision of the Community Action Center Director and the general supervision of the Energy/Community Services Director.
The incumbent gives no supervision to others.
High School diploma or GED and 6 months experience with social /community services or related field. Degree in related field may substitute for 1 year of experience. Experience with scheduling appointments or as a receptionist in a busy office necessary. Experience working with the general public, particularly the elderly, disabled and low income population is preferred. The applicant must have the ability to work with clients in a professional, confidential and respectful manner. Applicant also needs excellent verbal and written communication, math, data entry and telephone skills. Proficiency with computers and basic programs required. Must have the ability to work as part of the outreach team, keep cordial relations with co-workers and have the ability to adjust to changing procedures. Possess the ability to work efficiently and rapidly under heavy pressure. Reliable transportation is necessary.
- Learn to use the FAP/EAP software proficiently;
- Efficiently handle a large volume of incoming phone calls in a timely fashion, connecting callers to the office, department or person indicated and take messages as directed;
- Meet and greet members of the general public, greet them cordially and give them general information about the programs;
- Greet clients coming in for an application, confirm their appointment and present them with appropriate handouts to read while they are waiting;
- Prepare applicants who call for an appointment, discuss household income and other information needed to determine their eligibility at the time of appointment;
- Schedule mutually convenient appointment times for program applicants as needed, call the day before the appointment to confirm the date and time and follow through with no shows for rescheduling.
- Make appointments for clients who come in for help in filling out their mail in application form.
- Be responsible for mailing any appropriate forms and/or the appointment to the client;
- Coordinate intake schedules so that each intake person takes an average number of appointments;
- Share any information gathered about the client during phone conversations with the intake clerk by printing out the previous years’ applications, this year’s appointment letter;
- Maintain strict confidentiality in all staff and client matters;
- Update the status of clients in the FAP/EAP software when they miss an appointment and become a no show;
- Contact clients who are due to recertify for the EAP program and try to schedule their appointments;
- Learn the rules and procedures for all client services programs provided at Community Action Centers in order to be all to explain such to the clients in need of energy assistance or other emergency assistance;
- Fill out High Priority Sheets for clients calling in an emergency according to guidelines;
- Maintain a log of all appointments scheduled and prepare a report at the end of each week.
- Perform clerical duties as needed;
- Perform outreach duties either by phone or in the field as requested by Center Director;
- Be available for occasional evening or weekend hours during heavy workload periods as needed to ensure program compliance.
- Must have the ability to work as part of the Community Action Center team, keep cordial relations with co-workers and have the ability to adjust to changing procedures;
- Present a professional and positive image as a representative of SNHS/RCA;
- Responsible for having adequate knowledge of all SNHS/RCA programs and normally gather sufficient intake information to make referrals to other SNHS/RCA programs beneficial to the client, his/her family or friends.
- Perform all other duties as assigned by supervisory personnel.
Southern New Hampshire Services is an Equal Opportunity Employer