Energy Programs Referral Specialist

DEPARTMENT: Energy Programs

POSITION: Referral Specialist 

LOCATION: LOCATION: 393 Main St Greenfield

STATUS: Non-Exempt

SUPERVISOR: Energy 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 conducting intake and assessments to screen participants for eligibility for a variety of programs, review documentation requirements, educate clients about processes, answer the weatherization and repair phone lines, respond to electronic forms and referrals, and update internal and external databases, as well as to assist in making 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 multiple databases when new information is available. 
4. Follow program guidelines for the use of all required database systems including but not limited to Monday.com, 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 programs.
7. Provide production support including assigning work orders for routine heating system repairs and replacements based on program guidelines.
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. Update processes/procedures as funders change requirements.
14. Work as a team with program staff to support, enhance, and promote communication and consistency in the delivery of services. 
15. Assist with other departmental administrative duties as needed including but not limited to special projects, data entry, filing, mailings, phone coverage, etc.
16. Attend regularly scheduled supervision meetings, staff and department-wide meetings, mandatory agency trainings, and participate in professional development activities. 
17. Comply with agency and funders’ paperwork requirements and procedures. 
18. Remote work available complying with the agency’s policy. One day a week of remote work allowed after successful completion of 90 days. 
19. Maintain strictest confidentiality.
20. 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. 

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 and demonstrate patience and a non-judgmental attitude when dealing with people experiencing crises.
• 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.? 
• Basic Math computations and 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:

• Knowledge of Community Action programs, 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)? 
• Experience and advanced skills with using Excel
• 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 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 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.