GREENFIELD Energy Programs Referral Specialist POSITION SUMMARY: The
Energy programs Referral Specialist is the first point of contact for
clients seeking weatherization, energy audits, heating system repair and
replacement, and home repairs. The primary responsibilities include
answering the weatherization and repair phone lines and screening caller
eligibility for various energy programs, and scheduling appointments.
Make connections to other agency and community resources. Referral
specialists are also responsible for providing administrative support
for the Energy Department. ESSENTIAL QUALIFICATIONS: High school diploma
or High School Equivalency. Five years\' experience in Human Service or
related field or applicable work experience working with diverse
individuals and families that have low incomes. Additional appropriate
education may be substituted for experience or Additional directly
related experience may be substituted for education. Bi-lingual Spanish
preferred. SKILLS REQUIRED: Knowledge of CAPV programs and resources,
and Franklin, Hampshire & N. Quabbin region agencies and resources.
Excellent listening skills and ability to demonstrate patience and a
non-judgmental attitude when dealing with people experiencing crises.
Sensitivity to cultural and socioeconomic diversity and the needs of
individuals with low incomes. Demonstrated commitment to valuing
diversity and contributing to an inclusive working environment.
Understanding of poverty and its impact on individuals and families.
Ability to prioritize and manage multiple tasks to meet consumer needs
Proficient computer skills including Microsoft Office applications,
database programs, calendars Highly proficient skills in Excel
preferred. Ability to learn quickly new software. Excellent customer
service skills, strong communication skills, be highly organized, and
have the ability to process information quickly and accurately.
Excellent verbal (in-person and phone) and written communication skills.
Excellent organization skills with attention to detail, ability to
multi-task and ability to maintain accurate and organized participant
case files. Ability to perform basic math computations. Understanding
data capture and tracking methods. Demonstrated ability to work both
independently and as a team and complete assignments in a timely manner.
Demonstrated ability to build positive relationships with participants,
community members and organizations. ESSENTIAL RESPONSIBILITIES: Answer
the Energy Referrals phone line and provide comprehensive screening,
information, and referrals, and schedule appointments for our programs
as appropriate. Use the program approved phone and referral data systems
to record and track interactions with potential clients and to research
and track referrals. Update the databases when new information is
available. Follow program guidelines for the use of all required
database systems including but not limited to SharePoint, CSG Identity,
CSM, InDemand, excel spreadsheets and others as required. Gathers
pertinent information to determine client eligibility for Energy
programs Learn basic knowledge of residential efficiency and heating
systems. Provide production support including assigning work orders for
routine heating system repairs and replacement program. Provide
follow-up services to clients who receive services in accordance with
program guidelines. Maintain high level of customer service following
Community Action has established Customer Service Standards and all
applicable guidelines set forth by the program. Maintain organized
participant files in accordance with program guidelines. AA/EOE/ADA
Employment is contingent upon successful completion of Criminal Offender
Record check (C.O.R.I.) prior to hire and every three years. Successful
completion of a background record check for NGRID contract through
Accurate Background if applicable.