DescriptionSummary of Duties: This position represents the WAP program to all persons seeking assistance or information via in-person, telephone, web, mail or other referral process. Will champion the cultivation of relationships with intra agency and interagency referral sources, community agencies, and individuals by providing client-centered program information, in person at home visits and intake services and requested referrals. Maintains knowledge of community and agency programs that may benefit or be of interest to individuals reaching out for assistance. Promotes a professional, inclusive and caring environment for all persons seeking information or support from the WAP program. This position must travel to all 11 counties WAP serves, to perform in home intake and pre inspection processes as directed by Weatherization Coordinator. Essential Duties and Responsibilities: Other duties may be assigned. Intake Support
- Answers and directs all incoming phone calls
- Provide initial intake, information and referral assistance
- Act as a liaison for the WAP program by providing relevant and accurate program information, program pre-screen services and program referrals as required
- Maintain knowledge of WAP program
- Conduct at home visits, assist client in filling out application, collect all necessary documents and pictures of the home
- Maintains monthly work calendar for home visits
- Provide accurate and timely information for navigators so that intra-agency referrals can be assessed to determine if the individual is eligible for services as defined by the program guidelines in an expedient manner
- Provide individuals with a comprehensive explanation of services and eligibility requirements as requested
- Enter program and client information into appropriate databases as assigned
- Compile and process intake documents for the WAP program as assigned
Supervisory Responsibilities: This position has no supervisory responsibilities To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. RequirementsWhat We'll Love About You:Education and Experience: High School Diploma / GED and 6 months to 1 year experience working in a general office setting utilizing Microsoft Office programs including Word, Excel and Access is required. Ability to multi-task with proven exceptional customer service and phone skills are required. Certificates, Licenses, Registrations: This position requires the employee to have reliable transportation and a valid driver license Language Skills: Ability to read and interpret documents such as (operating and maintenance instructions of office equipment and written instructions). Ability to communicate effectively with clients (in person and over the telephone) and with other employees of the organization. Ability to write messages and correspondence. Mathematical Skills: Ability to add and subtract two-digit numbers and to multiply and divide with10's and 100's. Reasoning Ability: Ability to apply common sense understanding to carry out detailed written or oral instructions involving a few or concrete variables in standardized situations. Security/Privacy Access: This position has full access to view, alter, retrieve or store individually identifiable health or other sensitive information, pertinent to accomplishing assigned tasks, and must maintain confidentiality in accordance with the NEMCSA Privacy Policy. Physical Demands: (The 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 accommodations may be made to enable individuals with disabilities to perform the essential functions.) Employees in this position must have close, distant and peripheral vision as well as depth perception, the ability to adjust their focus and: Frequently is required to:
- Stoop, kneel, crouch or crawl
- Meet deadlines with severe time constraints and interact with the public and staff in addition to meeting multiple demands from several people
- Lift up to 25 pounds
- Stand•Walk •Sit •Reach with hands or arms •Use video display terminals •Use repeated hand, arm or finger motion •Talk or Hear •Read typed or written work
Work Environment: (The work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) Employees in this position work in moderate noise, mainly indoors with typical office machines The information contained in this job description is for compliance with the Americans with Disabilities Act (ADA) and is not an exhaustive list of the duties performed for this position. Additional duties are performed by the individuals currently holding this position and additional duties may be assigned. An Equal Opportunity Program/Employer. Auxiliary aids, services, and alternative format will be made available upon request to individuals with disabilities. Michigan Relay Center 1-800-###-#### (Voice and TDD). Northeast Michigan Community Service Agency, Inc. is an at-will employer. Footwear: Footwear based on work and weather conditions is required, refer to Employee Handbook Dress Code . Personal Protective Equipment: No specific PPE is required for this position. The employee shall remain free of any alcohol or non-prescribed controlled substance use in the workplace throughout his/her employment with NEMCSA. The information contained in this job description is for compliance with the Americans with Disabilities Act (ADA) and is not an exhaustive list of the duties performed for this position. Additional duties may be assigned. An Equal Opportunity Program/Employer. Auxiliary aids, services, and alternative format will be made available upon request to individuals with disabilities. Michigan Relay Center 1-800-###-#### (Voice and TDD). Northeast Michigan Community Service Agency, Inc. is an at-will employer.