The Program Coordinator – HEAP works closely with the Social Services Director to oversee and support the coordination, implementation, and customer service delivery of the HEAP, PIPP, and Neighbor to Neighbor programs. This role provides program leadership, staff support, compliance oversight, and direct customer service to ensure program effectiveness, regulatory compliance, and high-quality service delivery for community members seeking energy assistance.
Estimated Effort: 50%
Responsibilities, Deliverables, Outcomes and Expectations:
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Supervise program staff and/or volunteers as assigned
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Ensure accurate establishment and maintenance of client files
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Conduct regular file reviews to ensure accuracy and program compliance
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Train new staff and support employee evaluations, timelines, and required trainings
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Track program expenditures and process purchase orders
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Generate daily, weekly, quarterly, and annual reports related to customer service and program performance
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Ensure accurate data entry into the Ohio Community & Energy Assistance Network (OCEAN) and Salesforce
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Communicate with the OCEAN Help Desk and disseminate guidance to HEAP staff
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Conduct client interviews to determine eligibility and make referrals as appropriate
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Serve as a liaison between customers, utility representatives, and HEAP vendors
Estimated Effort: 40%
Responsibilities, Deliverables, Outcomes and Expectations:
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Provide courteous, professional customer service to social service clients
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Maintain accurate and current HEAP vendor lists and vendor files
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Notify funders of changes in hours of operation during inclement weather
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Address and respond to inquiries from the Office of Community Assistance (OCA)
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Develop, revise, and maintain program policies and procedures
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Create outreach materials including brochures, pamphlets, notices, and announcements
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Monitor scheduled and emergency appointments in accordance with OCA guidelines
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Ensure Customer Quality Assurance processes are completed timely
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Monitor application processes involving staff, relatives, or associates to ensure compliance with HEAP guidelines
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Track HEAP intents and request utility bills as needed
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Review bills, invoices, and manifests for accuracy and prevent duplication
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Process vendor payments in a timely manner
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Participate in monitoring visits conducted by the Community Development Analyst
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Contribute to annual grant writing narratives
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Attend meetings, conferences, and training sessions related to program duties
Estimated Effort: 10%
Responsibilities, Deliverables, Outcomes and Expectations:
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Participate in committee assignments as assigned
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Perform additional duties as directed by the supervisor
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Establish and maintain a safe work environment in compliance with safety policies and procedures
High School Diploma or equivalent required.
Associate Degree in Business or Accounting preferred.
Not applicable.
None required.
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Knowledge of HEAP guidelines, regulations, application processes, and OCEAN data entry
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Proficiency in OCEAN and Salesforce systems
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Strong Excel skills
This position operates in a well-lit office environment and requires occasional local and regional travel (up to 20%) for meetings, trainings, and community engagement. Occasional overnight travel may be required. Work is fast-paced and involves multiple competing priorities, with moderate to high levels of stress during peak program periods.
