Support Services Counselor 1 at Opportunities Industrialization Center of Washingt – Moses Lake, Washington

OIC of Washington I Job Description

Position: Support Services Counselor 1

Division: Supportive Services

Department: Utility and Rental

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities which are required of the employee for this position. Duties, responsibilities, and activities may change at any time with or without notice. OIC of Washington is an “at will” employer and employment can be terminated at any time for any reason.

Supervised by: Support Service Manager (Utility and Rental Assistance)

Positions supervised: 0

FLSA classification: Non-Exempt

Minimum Qualifications: AA degree in social services or related field. Two (2) years of experience in intake or case management in the social services area, OR HS Diploma or GED and additional years of experience may be considered in lieu of education.

Job Location: Multiple Locations

Salary Range: $20.57 – $26.84

Position Overview:

The Support Services Counselor for the Utilities and Rental Department is responsible for navigating applicants through enrollment in education and career training programs and subsequently coaching applicants through the support services grant award process. This role specializes in providing support for utility and rental assistance. Duties include interviewing applicants and obtaining household demographic and financial information to assess and determine eligibility for resources provided by the department based on the funding source guidelines. The support service counselors will provide progress notes for the Student’s Individual Success Plan for reference. This position is also responsible for keeping in communication with the applicant/student provide them with details of the program guidelines and benefits. This position will communicate with interdepartmental and external staff as to the status of the student’s application.

Essential Duties:

Conduct education and career pre-assessment to identify students’ academic and employment needs. detailed interviews to determine eligibility for program assistance.

Answer all questions regarding eligibility, benefits, and available services.

Obtain and review necessary data, documentation, and income verification as it relates to household information.

Assess household utility usage as part of determining the amount of benefit amount.

Verify information provided by students, gathering all potential qualifying information pertinent to the application, and as required by program guidelines.

Evaluate all written documentation and oral information provided by applicant.

Examine documents for discrepancies, clarify data through inquiries and correspondence, during the interview process.

Use a benefit calculator and income guidelines to determine household benefits.

Monitor, review, and update applications to ensure timely and accurate delivery of services.

Provide quality intake notes in student file as needed to document communication and action items.

Read and interpret procedure manual to assist in the determination of eligibility.

Determine the eligibility of the student household for approval of program benefits.

Provide excellent customer service.

Resolve student complaints and answer student questions regarding program policies and procedures.

Refer students to other agencies for additional services as needed.

Will review files for accuracy, eligibility, and completeness.

Will complete all data entry into the program data bases.

Will assist as needed with reporting requirements.

Develop an action plan for household eligibility and follow through.

Participate in team problem solving and decision making.

Network and promote with internal and external stakeholders.

Use student database to track and update student application status.

Initiate procedure to inform students of grant, denial and/or referral.

Maintain constant communication with students during the application process ensuring they are provided with.

Adhere to OIC of Washington Student Confidentiality Policy.

Provide student training including virtual and in-person.

Other duties as assigned

Special Knowledge, Skills and Abilities:

Proficient bilingual English/Spanish verbal and written communication skills.

Effectively communicates with students facing difficult situations, using de-escalation techniques to reduce conflict and support resolution.

Analyze policy, procedures, other materials, and make decisions based on analysis.

Work independently or as team

Use of computer, various software, databases, and multiline phones

Ability to prioritize and multi tasks within a set timeframe.

Maintain sound judgement, work under pressure, and maintain high level of confidentiality.

Demonstrate a genuine respect for all cultures and diverse populations served by OIC.?

Work Environment:

The work environment and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation will be considered to enable individuals with disabilities to perform essential functions.

Frequently required to stand, walk, sit, talk, hear, reach with hands and arms, use hands and finger to handle or move objects, tools, or controls. Occasionally drive a vehicle in seasonal weather and road conditions. Will occasionally lift up to 10 pounds. Occasionally required to reach, push/pull, and stoop.

Additional Conditions of Employment:

Successfully pass a Criminal History & Background Check. Successfully pass a pre-employment drug test. Valid WA State Driver’s License and proof of insurance if requested.