Energy Assistance - Eligibility Caseworker II

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information

Title:

Energy Assistance - Eligibility Caseworker II

Market Range:

MR14

Approved Date:

2/19/2024 11:46:44 AM

FLSA:

Non-Exempt

EEO Code:

PROFESSIONALS

Career Level:

C3

Career Level Description:

Core Services Level 3

Job Code:

100905

Job Family:

Social Services

Sub Family:

Economic Services

Primary Purpose

Determines eligibility for Energy Assistance Programs including:  Crisis Intervention Program (CIP), Low Income Energy Assistance Program (LIEAP), Low Income Household Water Assistance Program (LIHWAP), City of Raleigh Utility Customer Assistance Program (UCAP), City of Raleigh Project Share, Temporary Assistance for Need Families Emergency Assistance (TANF-EA / Work First) for utilities, rent deposits and eviction prevention, Share the Light (Formerly Energy Neighbor - Non-federal CIP), NC Rate Settlement (Non-federal CIP), Wake Round-Up (Non-federal CIP), Warmth for Wake / Cool for Wake (limited funds from Wake County donations), other time-limited programs which over the years have included Pandemic LIEAP, WakeHELPS and Duke Merger funds based on factors such as income, family size, disability status, resources and needs.  Interacts extensively with clients, outside agencies, vendors and vendor payment team to provide information about services, gather information and to pledge and facilitate financial payments to prevent disconnection of utilities, provide for reconnection or new for service, for rent deposits or to eviction prevention.  Works in a fast-paced environment with tight deadlines within a team of professionals focused on agency goals and outcomes.

•

Interviews clients to gather information needed for application/case. Assesses and evaluates information received to determine eligibility.

1

30%

•

Enters required data and documentation into online and electronic systems to authorize benefits and facilitate vendor payments.

2

20%

•

Responds to client inquiries, phone calls, emails, and requests for information; provides required notification of information needed and case outcome.

3

15%

•

Manages queues and workflows in OnBase, NCFast and other systems as needed.

4

15%

•

Completes accurate, detailed daysheets, timesheets, and case action forms.

5

10%

•

Researches new policy and procedures utilizing Energy manual, NCFast Help, Admin letters and consults with Team Lead and/or Supervisor.

6

10%

Position(s) may perform other duties in addition to the above as assigned by management.

•

Attends staff meetings

•

Participates in division and section workgroups: both optional and required.

•

Logs hearing requests timely, completes hearing summaries, and attends hearings

Performs other duties as required.

*IMPORTANT* In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

Career Level Dimensions

Career Level:

C3

Career Level Description:

Core Services Level 3

•

Works to deliver day-to-day objectives that directly impact the achievement of results for the Work Group.

•

Work consists of tasks that are typically not routine.

•

Works independently under limited supervision, applying discretion when required.

•

Responsible for recommending adjustments to processes or systems that improve the effectiveness of the Work Group.

•

May be required to apply discretion within broad operational boundaries and procedures.

•

Communicates within and outside Work Group to obtain information or explain practices and policies.

•

Responsible for providing, guidance, coaching, and training to lower-level support employees.

•

Requires broad knowledge of operational systems and practices typically gained through extensive experience, technical training, and/or advanced education.

Qualifications

•

High school degree or GED

•

Three years of job-related experience

•

Valid driver's license and a safe driving record may be required.

•

Equivalent education and experience are accepted

•

None

Spanish proficiency- verbal and written. 

Or

•

1 Year

Experience determining eligibility for a State or County Department of Social Services program (Medicaid, Food and Nutrition Services, Work First, Child Care Subsidy, Child Support, WIC or Energy Assistance Program).    

•

Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

•

Ability to apply complex policy to determine client budgets and proficient in calculating client budgets.

•

Ability to utilize office equipment and other relevant technology (software and systems) to meet business needs (e.g., Microsoft Office, NC FAST, and electronic document management system).

•

Ability to review and assess financial information.

An individual must be able to perform each essential duty satisfactorily to perform this job successfully. The requirements listed above 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.

Competencies

Adaptability & Flexibility

Changes behavioral style or method of approach when necessary to achieve a goal; adjusts style as appropriate to the needs of the situation. Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.

Attention to Detail

Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.

Communication

Creates an atmosphere in which timely and high-quality information flows smoothly up and down, inside and outside of the organization; encourages open expression of ideas and opinions.

Customer Service

Balances interests of a variety of clients, and readily readjusts priorities to respond effectively to pressing and changing demands for information, advice and assistance.  Anticipates and meets the needs of clients; achieves quality end products; and commits to continuous improvement of services.

Interpersonal Skills

Treats others with courtesy, sensitivity, and respect.  Considers and responds appropriately to the needs and feelings of different people in different situations.  Perceives, assesses, and positively influences one's own and other individuals’ emotions.

Professionalism

Thinks carefully about the likely effects on others of one's words, actions, appearance, and mode of behavior. Selects the words or actions most likely to have the desired effect on the individual or group in question. Maintains calmness in stressful or adverse situations. Diplomatically handles challenging or tense interpersonal situations.

Integrity

Act with honesty, transparency and respect in our interactions with co-workers and those we serve. Adhere, without exception, to laws, policies, procedures and professional standards.

Accountability

Establish high-quality standards for work. Add value. Measure results and hold self and others accountable for making progress toward desired outcomes. Take a logical and data-driven approach to decision-making.

Diversity

Believe that different backgrounds and experiences strengthen the organization and produce better results. Value inclusion across race, gender, age, religion, identity and experience, and strive to reflect in our workforce the diversity of our community.

Collaboration

Foster a work culture in which different ideas and opinions are encouraged and expected. Listen carefully and speak thoughtfully. Work together toward shared goals with mutual respect and cooperation.

Continuous Improvement

Continuously improve work processes and products. Provide a safe environment to be innovative and creative and try new things. When things don't go as planned, use it as an opportunity to learn, regroup and begin again. Provide time and resources for individuals to grow and develop both personally and professionally.

Wellness

Take proactive steps to be physically fit and healthy, emotionally strong, financially secure and socially fulfilled, while inspiring and empowering others to do the same.

Service Orientation

Commit to making a difference within the community. Actively engage in and enjoy our work. Deliver services that exceed expectations, with courtesy, politeness and sensitivity to the experiences, concerns and feelings of all co-workers and customers.

ADA Checklist

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

Standard ADA Selection:

Office Environment

Standing

X

Walking

X

Sitting

X

Lifting/Carrying 0-10 pounds

X

Lifting/Carrying 10-20 pounds

X

Lifting/Carrying 20-50 pounds

X

Lifting/Carrying 50-100 pounds

X

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Fingering

X

Feeling

X

Talking

X

Hearing

X

Visual Perception

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Memorization/Concentration

X

Learning/Knowledge Retention

X

Preparing/Analyzing Numerical Figures

X

Use of Interfaced Commmunication Devices (Phone, Computer, Radio etc.)

X

Analyzing/Examining/Testing Data

X

Emotional/Behavioral Self-Regulation

X

Interacting with Others

X

Comprehension

X

Organization

X

Decision Making

X

Comprehension

Understand and apply non-routine verbal and/or written instructions

Organization

Organize and prioritize individual work schedule to manage multiple tasks and/or projects

Decision Making

Make decisions that have an impact on the individual's work

Communication

Communicate and explain a variety of information

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Computers/Monitors

X