Energy Assistance Program (EAP), Intake & Referral Specialist

Community Action Partnership of Hennepin County's (CAP-HC's) Energy & Water Services help people with lower incomes with their utility bills in several ways including help for an energy-related repair and reducing energy usage for lower utility bills on an ongoing basis. The Energy Assistance Program (EAP) is free and provides benefits of up to $1,400, plus additional support to respond to emergencies. Minnesota’s Energy Assistance Program is federally funded and administered by the Department of Commerce. For additional information visit, https://caphennepin.org/what-we-do/energy-services.html.

Job 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.

Primary 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.

You are the ideal candidate if you are:

• Technical savvy, possess good knowledge, and understanding of modern technology, especially multiline phone systems, computers, and experience using technology for the purpose of enhancing productivity and efficiency.
• Proficient with Microsoft Office (Word, Excel, Outlook, Teams).
• Patient and calm under pressure.
• Able to work independently as well as part of a team.
• Community-focused, and eager to help make a difference in the lives of Hennepin County residents.

Required 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. 

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. Focus and long periods of mindfulness. Travel/commute locally, on occasion.

Details 

This position is full-time and seasonal. The season is determined by the Energy Assistance Program (EAP) work and budget availability, and other programmatic factors. EAP employees may be furloughed mid to late spring. Successful individuals will return for the next EAP season (September through May). Most EAP employees work 10 months a year. 

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

The in-office schedule is Monday-Friday, 8:00 A.M. – 4:30 P.M., and scheduled overtime, as necessary. A flexible (start and end time) work schedule may be possible. A hybrid schedule may be available after ninety days.

The hourly pay range is $18-$21. The pay is based on like experience, skills, education, and training. Benefits available include Medical, Dental, Vision, Retirement, STD, LTD, PTO and 12 Paid Holidays.

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

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. The network was established in 1964 with the passage of the Economic Opportunity Act.

Established in 1986, CAP-HC is an independent 501(c)(3) non-profit that was formerly known as Community Action Partnership of Suburban Hennepin. In 2016, the agency received an official designation from then-Governor Mark Dayton's office to extend Community Action Agency services to Minneapolis residents. Today, we are excited to serve all of Hennepin County with viable and multifaceted anti-poverty programming.

CAP-HC 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.