Job Title: Fuel and Electric Program Assistant
Program/Dept.: Outreach Services
Reports To: Fuel and Electric Assistance Manager
Status: Full Time 40 hours/week
Probationary Period: Ninety (90) days
Work Schedule: Monday-Friday
GENERAL DESCRIPTION
The Fuel and Electric Program Assistant is a high-level content expert within our Energy Services department. The FAP/EAP Program Assistant acts as a resource assisting clients with the fuel and electric application process. This role safeguards the quality of client services by serving as a vital bridge between clients and staff—addressing concerns, resolving conflicts to ensure fair and equitable treatment, and upholding our commitment to delivering the highest‑quality, support to every client.
EDUCATION AND EXPERIENCE
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High School diploma or GED (required)
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Associate degree or experience in the nonprofit field (preferred)
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Requires working knowledge of social services available in the community, such as LIHEAP or Electric Assistance Program, or ability to rapidly acquire such information
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Strong computer skills, including proficiency in Microsoft Office products and ability to quickly learn program-specific software programs. Web-based computing experience preferred.
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Ability to create and maintain databases as well as generate reports that comply with agency and contract requirements.
CORE RESPONSIBILITIES
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Greet and welcome clients applying for Energy Services
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Accurately process and file all fuel and electric assistance applications within 24 hours
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Record application data into tracker, empower data bases maintaining 98% accuracy
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Respond to all phone inquiries, Sfax and emails within one business day, providing clear information and guidance
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Accurately triage all calls placed to the department
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Maintain an organized and clean office area, restocking materials as needed, daily
DUTIES
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Conduct self in a professional manner suitable for an office environment
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Date stamp, upload, distribute and file all necessary fuel and electric application documentation
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Assists with data entry of fuel and electric assistance applications
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Must have the ability to obtain and record accurate information; create and maintain required records and/or databases
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Answer questions and assists clients with filling out applications and required forms
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Work with staff and clients as necessary to maintain a safe environment for all
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Must be a reliable team player with excellent customer service skills and the desire to provide client services while observing and maintaining agency policies and guidelines
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Knowledge of all office equipment to include copier and computers.
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Excellent organizational as well as verbal and written communication skills
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Positive attitude, proven ability to work successfully with diverse populations
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Other duties as assigned
GENERAL EXPECTATIONS
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Respects confidentiality of information about agency staff, personnel issues, and other program operations.
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Plan, assign, coordinate, organize and prioritize work.
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Models direct, positive, honest, and respectful behavior in every aspect of work with children, families, staff, and community members.
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Energetically engages people, issues, and work.
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Applies the highest ethical standards to themselves and others daily.
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Supports others in their efforts to be productive and effective and succeed in work and life.
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Actively participates in teambuilding, which includes sharing ideas and mutual support of team members.
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Consistently uses interpersonal skills that are appropriate for individual styles, personalities, cultures, the nature of the work, and the environment in which the work is being done.
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Practices honest, respectful, and direct communication as well as active listening.
