Job Title: Fuel and Electric Program Assistant Program/Dept.: Outreach Services Reports To: Fuel and Electric Assistance Manager Status: Full Time 40 hours/week Probationary Period: Ninety (90) days Work Schedule: Monday-Friday GENERAL DESCRIPTION The Fuel and Electric Program Assistant is a high-level content expert within our Energy Services department. The FAP/EAP Program Assistant acts as a resource assisting clients with the fuel and electric application process. This role safeguards the quality of client services by serving as a vital bridge between clients and staff—addressing concerns, resolving conflicts to ensure fair and equitable treatment, and upholding our commitment to delivering the highest‑quality, support to every client. EDUCATION AND EXPERIENCE • High School diploma or GED (required) • Associate degree or experience in the nonprofit field (preferred) • Requires working knowledge of social services available in the community, such as LIHEAP or Electric Assistance Program, or ability to rapidly acquire such information • Strong computer skills, including proficiency in Microsoft Office products and ability to quickly learn program-specific software programs. Web-based computing experience preferred. • Ability to create and maintain databases as well as generate reports that comply with agency and contract requirements. CORE RESPONSIBILITIES • Greet and welcome clients applying for Energy Services • Accurately process and file all fuel and electric assistance applications within 24 hours • Record application data into tracker, empower data bases maintaining 98% accuracy • Respond to all phone inquiries, Sfax and emails within one business day, providing clear information and guidance • Accurately triage all calls placed to the department • Maintain an organized and clean office area, restocking materials as needed, daily DUTIES • Conduct self in a professional manner suitable for an office environment • Date stamp, upload, distribute and file all necessary fuel and electric application documentation • Assists with data entry of fuel and electric assistance applications • Must have the ability to obtain and record accurate information; create and maintain required records and/or databases • Answer questions and assists clients with filling out applications and required forms • Work with staff and clients as necessary to maintain a safe environment for all • Must be a reliable team player with excellent customer service skills and the desire to provide client services while observing and maintaining agency policies and guidelines • Knowledge of all office equipment to include copier and computers. • Excellent organizational as well as verbal and written communication skills • Positive attitude, proven ability to work successfully with diverse populations • Other duties as assigned GENERAL EXPECTATIONS • Respects confidentiality of information about agency staff, personnel issues, and other program operations. • Plan, assign, coordinate, organize and prioritize work. • Models direct, positive, honest, and respectful behavior in every aspect of work with children, families, staff, and community members. • Energetically engages people, issues, and work. • Applies the highest ethical standards to themselves and others daily. • Supports others in their efforts to be productive and effective and succeed in work and life. • Actively participates in teambuilding, which includes sharing ideas and mutual support of team members. • Consistently uses interpersonal skills that are appropriate for individual styles, personalities, cultures, the nature of the work, and the environment in which the work is being done. • Practices honest, respectful, and direct communication as well as active listening.