EAP Specialist Front Desk in Rosemount, Minnesota at Scott Carver Dakota CAP

Energy Assistance Program Specialist – Front Desk

1 FTE (40 hours/week)

The Energy Assistance Program Specialist’s primary responsibility will be to work the front desk for the Energy Assistance Program. They will help all walk-in customers and provide information about the Energy Assistance Program. They will help applicants fill out the application and answer any questions they may have about the program. This position is a full-time position, in the Rosemount office. Please note: the front desk position is a seasonal position. This staff member would work 9 months out of the year and have summers off.

ESSENTIAL FUNCTIONS -- Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and duties performed by incumbents of this class. Employees are required to be in attendance and prepared to begin work at their assigned work location on the specified days and hours. Factors such as regular attendance at the job are not routinely listed in job descriptions but are an essential function. Essential duties and responsibilities may include, but are not limited to, the following:

• Intake and basic data entry for energy assistance program applications.
• Determine eligibility requirements using the state program approved methods; this could include verifying income sources and calculating income.
• Maintain all records according to agency/program guidelines.
• Complete required paperwork and enter information into the e-HEAT software system.
• Maintain Client Confidentiality.
• Coordinate vendor consumption and follow up activities.
• Utilize the Laserfiche Workflow System.
• Provide Scanning and logging support.
• Provide clerical support including but not limited to gathering, sorting, opening mail.
• Be knowledgeable of all CAP Agency programming and community resources; collaborate with staff and external sources for the coordination of services.
• Attend and participate in meetings, workshops, conferences and community events as requested.
• Provide excellent customer service to all individuals.
• Keep the Rosemount lobby and front desk neat and organized.
• Perform other duties as assigned.

MISSION DRIVEN COMPETENCIES

• Fostering Teamwork
• Managing Change
• Communication
• Building Collaborative Relationships
• Customer Centered
• Analytical Thinking
• Use of Technology and information management

Associate’s degree and plus one year experience working with the public in a customer service role, or a High School diploma or its equivalent and four years’ experience working in a same/similar customer service industry or equivalent combination of education and experience. Qualified individuals must possess the ability to deliver and engage in difficult conversations regarding program guidelines and criteria, possess the ability to address and prioritize client situations requiring immediate action/ attention. Preference given to applicants who have experience working with disabled, mentally ill, non-English speakers, and/or lower income clientele.

• Understand and accurately apply all Federal and State Program Regulations pertaining to the EAP application and certification process.
• Applicable policies, procedures and regulations covering specific areas of assignment.
• Specialized CAP Agency and state agency Energy Assistance software applications.
• Principles of record keeping and records management.
• Personal computers utilizing standard and specialized software applications.
• Experience working in crisis situations in person and via telephone must possess a high level of analytical skills, strong attention to detail, and comprehensive understanding of mathematical concepts.
• The applicant must be proficient at Microsoft Office, including but not limited to: TEAMS, Outlook, Xcel, Word.

Skill in:

• Working with families in crisis from various social backgrounds.
• Good communication and problem-solving skills, and the ability to work as a team member.
• Strong record-keeping and writing skills and computer proficiency is a must. Entering numerical data into a computer system with speed and accuracy.
• Establishing and maintaining effective working relationships with co-workers.
• Effective verbal and written communication.
• Computer skills, abilities to navigate through three screens
• Typing skills of 40 words or more per minute.

LICENSE AND CERTIFICATION REQUIREMENTS

A valid Minnesota State Driver’s License may be required.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

Work is performed in a standard office environment which requires occasionally lifting such articles as file boxes or heavier materials with help from others and/or lifting and carrying light objects frequently. Mobility to drive a motor vehicle in order to attend meetings. A job in this category may require walking or standing to a significant degree or may involve sitting most of the time with long periods of computer work and heavy phone usage.

ORGANIZATIONAL INFORMATION

Grade: N-4

FLSA Status: Non-Exempt

Department: Energy Assistance

AFFIRMATIVE ACTION POLICY: Scott, Carver, Dakota CAP Agency will not deny anyone the opportunities for training or employment because of sex, race, religion, color, creed, national origin, marital status, age, sexual preference, disability or status regarding public assistance.

The Scott Carver Dakota CAP Agency is an Equal Opportunity/Affirmative Action employer

Mission Driven Competencies

Organizational Excellence: All agency employees can help maximize the quality of our customer service through continuous improvement of our processes, commitment to finding better ways to do things, and working together to accomplish this.

1. Fostering Teamwork: As a team member, the ability and desire to work cooperatively with others on a team; listens and responds constructively to other team members' ideas. Offers support for others' ideas and proposals. Provides assistance, information, or other support to others, to build or maintain relationships with them.

2. Continuous Improvement: The ability to demonstrate support for innovation and for organizational changes needed to improve the organization's effectiveness; initiating, sponsoring, and implementing organizational change; helping others to successfully manage organizational change. Proposes new approaches, methods, or technologies.

3. Analytical Thinking: The ability to tackle a problem by using a logical, systematic, sequential approach. Weighs the costs, benefits, risks, and chances for success, in making a decision. Approaches a complex task or problem by breaking it down into its component parts and considering each part in detail.

Marketing and Communications: By reaching out as passionate ambassadors of CAP, all agency employees can help connect more clients to our programs and energize more volunteers to support our efforts to serve our clients.

4. Communication: The ability to ensure that information is passed on to others who should be kept informed. Ensures that important information is shared with others. Shares ideas and information with others who might find them useful. Uses multiple channels or means to communicate important messages (e.g., memos, newsletters, meetings, electronic mail). Keeps his/her manager informed about progress and problems; avoids surprises. Ensures that regular, consistent communication takes place. Is responsive, receptive and follows up to communication received.

Diversified Fund Development: All agency employees can help fund our mission by developing and cultivating new or existing Agency relationships leading to increased donations to improve our customer service and program offerings.

5. Building Collaborative Relationships: The ability to develop, maintain, and strengthen partnerships with others inside or outside the organization who can provide information, assistance, and support. Takes time to get to know coworkers, to build rapport and establish a common bond.

6. Customer Centered: Creates and maintains an environment that provides customers/clients with desired services and outcomes. Combines experience, insight, and data to determine how to best exceed customer and client needs. Ensures to deliver exceptional customer/client value, service and support.

Technology and Information Management: By supporting the Agency’s efforts to expand the use of technology to simplify and streamline our daily work, all agency employees can help provide our clients with the highest quality customer service possible.

7. Use of Technology and Information management: Supports the agency’s efforts to expand the use of technology, understands and uses current technology appropriately for job functions, learns and utilizes new technology and leverages technology to assist with efficiency within position to assist our agency with providing the highest quality customer service possible.