Intake & Referral Specialist - Summer Seasonal Part-Time in Brooklyn Park, Minnesota at Community Action Partnership of Hennepin County

Who We Are

Community Action Partnership of Hennepin County (CAP-HC) is part of the Community Action Network, a 1,000-agency strong network committed to poverty reduction. Community Action Partnership of Hennepin County (CAP-HC) is a state and federally certified Community Action organization that serves the residents of Hennepin County.

Established in 1986, CAP-HC is an independent 501(c)(3) non-profit that has an array of community-centered programs and services, including Energy Assistance, Water Assistance, Financial Wellness, Vehicle Repair Program, Rental Assistance, and Homebuyer Services. We develop partnerships to address poverty while creating avenues of self-sufficiency for individuals and families.

Position Summary

The Energy Assistance Program (EAP) Intake & Referral Specialist provides excellent customer service and works with applicants via in-person and on the telephone. The Intake & Referral Specialist assists applicants with their EAP application and provides guidance with energy emergency situations.

Key Responsibilities

· Manages inbound and outbound calls to educate callers regarding the Energy Assistance Program (EAP) program.

· Conducts phone interviews with callers/applicants to determine eligibility and provides community resources referrals.

· Demonstrates and maintains a thorough and complete working knowledge of appropriate EAP information management systems and telephone systems.

· Meets with applicants in person and provides information about their application status and helps them complete their application when necessary.

· Acts as a liaison between the applicants and the EAP Eligibility Specialists, who process their application.

· Data entry and efficient record keeping in the program data systems.

· Responds to inquiries through various communication channels in a prompt and professional manner.

· Refers and connects EAP applicants to other CAP-HC programs.

· Attends CAP-HC meetings, activities, and training.

· Supports CAP-HC's mission, vision, code of ethics and strategic plan.

· Other duties as assigned to further the goals of the organization in alignment with CAP-HC’s mission

Minimum Qualifications

· High school diploma or GED.

· Previous customer service experience.

· Excellent interpersonal skills that allow effective working relationships with a wide range of people from diverse backgrounds and lived experiences.

· Strong verbal and written communication skills; read, write, and speak English fluently.

· Strong problem-solving and organizational skills.

Preferred Qualifications

· Call center experience.

· Multilingual.

· College or post-secondary education. 

· Ability to manage multiple priorities and deadlines.

Key Competencies

· Commitment to the organization’s mission and values

· Cultural competency and inclusive leadership

· Ethical decision-making

· Problem-solving and adaptability

· Empathy and active listening

· Independence of action

Work Environment and Expectations
Physical Requirements. Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to walk short distances. Exerting up to twenty-five pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The employee is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

• Regular travel/commuting locally; reliable transportation.
• Occasional evenings and weekends.
• Enjoys working with people in a helpful and supportive manner.
• Friendly, dependable, and flexible.
• Self-directed, initiative-taking, and responsive.
• Perform all duties completely, efficiently, and accurately.
• May require extended hours during key initiatives or events.

This position is part-time and seasonal. Successful individuals may be invited to the next EAP season (September through May). The season is determined by the Energy Assistance Program (EAP) work and budget availability, and other programmatic factors.

This position will work from one of our three locations: Brooklyn Park, Bloomington, Minneapolis. Occasional travel between locations is possible. 

The in-office work schedule is Monday-Thursday, 9:00 A.M. – 3:00 P.M., and Friday, 8am-12:00pm.

Pay Range: $18.00 - $21.00/hour DOQ

Benefits available include Medical, Dental, Vision, Retirement, STD, LTD, PTO and Holidays.

Community Action Partnership of Hennepin County is an Equal Opportunity Employer and participates in the E-Verify Program.