EAS Case Specialist

The Salvation Army USA Central Territory - Southfield, MI4.0

Overview The Salvation Army Mission Statement: The Salvation Army, an international movement, is an evangelical part of the universal Christian church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

Responsibilities Job Summary: The EAS Case Specialist is responsible for interviewing energy customers, assessing needs, and providing financial assistance for related needs to energy customers as appropriate and as funding allows. Additionally, the EAS Case Specialist will provide case management interventions utilizing a proscribed format to guide applicants toward greater sufficiency including education and financial literacy interventions. The EAS Case Specialist will make referrals to other Salvation Army and/or community services as appropriate, documenting case records. statistical and program reporting as well as monitoring of program funding are also responsibilities of the position.

I. Key Responsibilities

1. Customer Engagement
2. Professional Ethics
3. Coordinating services to meet energy customer needs
4. Networking with other service providers
5. Recordkeeping and Reports

II. Specific Functions

A. Customer Engagement

1. Personally or through the use of reception or call center staff, schedule appointments and see energy customers, accommodating the scheduling needs of customers as available and appropriate.
2. Greet customers and establish rapport.
3. Demonstrate understanding of how to view customers as partners in the assistance process and as an expert in his/her life.
4. Review with the energy customer their household income and expenses, using this dialogue as an assessment tool as well as an intervention.
5. Utilize identified applicant strengths in developing a plan for successful energy account management.
6. Educate applicants on how they might reduce their energy consumption.
7. Make referrals to weatherization and energy optimization programs as needed and as available.
8. Be supportive to the mission of The Salvation Army.

Qualifications B. Professional Ethics

1. Understand and adhere to professional ethics and boundaries.
2. Demonstrate a commitment to better understand other cultures and issues of social justice, and promote racial understanding and reconciliation.
3. Maintain confidentiality of customer information and obtain appropriate releases of information.

C. Service Coordination

1. Interview energy customers and assess needs for financial assistance for related needs. Determine eligibility, document as required.
2. Address customer needs, providing timely service and resolution to crises.
3. Listen for and assess for other needs including food and clothing, emotional and/or spiritual support, and/or other pressing needs presented in the interview.
4. Establish an intervention plan and refer internally or externally as appropriate.
5. Provide education materials and financial literacy tools.
6. Maintain knowledge of social service trends and provide insight and feedback to assist The Salvation Army in development and improvement of services.
7. Become fluent in the use of The Salvation Army’s EAS software, ServicePoint™.
8. Monitor EAS spending for the assigned service area.

D. Networking

1. Maintain awareness of services provided by other local social services agencies, actively seeking resources for customers through those agencies.
2. Cooperate with efforts of other community agencies to coordinate services and to communicate about difficult cases, assuring that valid customer information releases are on file.
3. Participate in committees/ conferences as requested by the Supervisor.
4. Participate in supervision meetings a minimum of four times every six months.

E. Recordkeeping and Reports

1. In accordance with procedural protocols, maintain files on all energy customers interviewed and/or served, including supporting documentation for applicant identification, income documentation, DHS Decision notice, and bill/invoice source documentation.
2. Record case notes for each applicant including a description of the presenting problem, the worker’s assessment of customer needs, and record of assistance given or action taken, i.e. the intervention plan.
3. Using ServicePoint™ software, maintain statistical information on services provided and outcomes achieved.
4. Provide information needed for monthly and/or quarterly reports to Administration.

III. Qualifications:

Education: Baccalaureate degree required. Degree in social work, sociology, psychology, or related field from an accredited college or university preferred.

Experience: At least one year experience in social work or social service field, two or more years preferred. Experience working with low-income populations preferred.

Skills: Skilled in interviewing applicants / customers and in assessing social service cases. Ability to work both independently and as part of a team. Effective oral and written communication skills. Computer proficiency, especially with Microsoft Excel and Microsoft Word.

General Conditions: Compliance with criminal background investigation protocol.

The Salvation Army uses job descriptions to aid in various human resource functions. A job description normally is shared with the employee at the time of hire and a copy signed by the employee should be kept in the personnel file. It will help you and your supervisor to communicate about job responsibilities. However, these descriptions are not fixed organizational policy. They are guidelines and are subject to change. From time to time, you may be requested to perform duties and handle responsibilities that are not a part of your normal job description.