Support Services Counselor 1 Floater at Opportunities Industrialization Center of Washingt – Yakima, Washington

OIC of Washington I Job Description

Position: Support Services Counselor 1 Floater

Division: Supportive Services

Department: WX, EAP and Housing

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 (Weatherization)

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: Yakima, WA

Salary Range: $20.57 – $26.84

Position Overview:

The Support Services Counselor for the Supportive Services Department is responsible for navigating applicants through enrollment in supportive services programs and subsequently coaching applicants through the support services grant award process. This role specializes in providing support for weatherization, energy assistance, and housing counseling. 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 applicants’ success plan. This position is also responsible for keeping in communication with the applicants, providing them with details of the program guidelines and benefits. This position will communicate with interdepartmental and external staff as to the status of the applicant's application. This position will be conducting intakes and counseling applicants in the Weatherization, Energy, and Housing programs.

Essential Duties:

• Conduct comprehensive supportive services pre-assessments to identify applicants’ academic, employment, and support service needs through detailed interviews to determine program eligibility.
• Respond to all inquiries regarding program eligibility requirements, benefits, and available services.
• Collect, review, and verify required documentation, including household information and income verification.
• Assess household income, utility usage, and budget to determine benefit levels in accordance with program guidelines.
• Verify applicant information by gathering and reviewing all relevant qualifying data required for eligibility determination.
• Evaluate all written documentation and oral information provided by applicants for accuracy and completeness.
• Identify discrepancies in documentation, clarify information through interviews and correspondence, and resolve issues in a timely manner.
• Utilize benefit calculators and income eligibility guidelines to determine household benefit amounts.
• Monitor, review, and update applications to ensure timely processing and accurate delivery of services.
• Maintain detailed and accurate intake notes in applicant files to document communications, actions taken, and follow-up items.
• Interpret program policies and procedure manuals to support accurate eligibility determinations.
• Determine household eligibility for program approval in compliance with program requirements.
• Provide excellent customer service while maintaining professionalism and confidentiality.
• Refer students and households to external/internal resources for additional support services as needed.
• Complete all required data entry into program databases and regularly review files for accuracy, eligibility, and completeness.
• Assist with program reporting requirements as assigned.
• Develop individualized action plans to support household eligibility and program participation and ensure follow-through.
• Participate in team-based problem-solving and decision-making processes.
• Use database systems to track, update, and manage applicant application status.
• Maintain ongoing communication with applicants throughout the application process, providing regular status updates.
• Provide Front desk support in answering calls and maintain the general upkeep of the Resource Room area throughout the day.
• Provide clients with updates on the status of their application in a timely manner through OIC of Washington formal documentation.
• Greet the public and assist with scheduling appointments.
• Assist with processing incoming and outgoing mail
• Adhere strictly to OIC of Washington Confidentiality Policies and data protection standards.
• Perform other duties as assigned.

Special Knowledge, Skills, and Abilities:

• Proficient bilingual English/Spanish verbal and written communication skills.
• Effectively communicates with applicants facing difficult situations, using de-escalation techniques to reduce conflict and support resolution.
• Analyze policy, procedures, and other materials to make decisions based on analysis.
• Work independently or as team
• Use computer and various software, databases, and multi-line phones
• Ability to prioritize and multi task within a set time-frame.
• Maintain sound judgment, work under pressure, and maintain 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 stop.