JOB DESCRIPTION
POSITION TITLE: Assurance 16 Case Manager
DEPARTMENT: Energy
FLSA STATUS: Non-Exempt
PAY GRADE: 6
REPORTS TO: Assurance 16 Program Supervisor
GENERAL DESCRIPTION OF DUTIES
Responsible for the delivery of Assurance 16 services that encourage and enable households to reduce their home energy needs. Periodic monitoring of customer contacts and activities is a primary responsibility. Conducts assessments of customer needs and coordinates referrals to Community Renewal Team programs and initiatives, as well as to other community resources.
SPECIFIC DUTIES AND RESPONSIBILITIES
ESSENTIAL JOB FUNCTIONS
The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.
- Maintains a caseload of customers with non-LIHEAP energy assistance activities: NEW Start, Operation Fuel and Other Fuel Banks, Matching Payment Program, shut-off protection (outside of energy assistance), and heating system replacement (non-DSS CEAP funded), Below Budget Worksheets, Vendor mediation, and assisting customers with obtaining other CRT program services.
- Accomplishes participant’s service needs. Develops, monitors, and evaluates plans and progress.
- Maintains participant’s records by reviewing case notes, logging events and progress.
- Assist customers with obtaining CRT energy conservation services (Home Energy Solutions – Income Eligible and DOE/DEEP Weatherization.
- Follow-up with customers per program standard. Monitor and document customer progress.
- Complete Intake Application on customer within STEPS System.
- Assess and evaluates customer needs based on the Outcome Scale Matrix (OSM) Questionnaire and Summary Matrix.
- Develop Individualized Service Plans, (ISP), for each customer that incorporates all special needs and outlines both short- and long-term goals.
- Interview customers on and/or off site as required.
- Coordinate customer referrals with agency programs and initiatives.
- Maintains working knowledge of CRT services and community resources/support services that assist with addressing customer need.
- Ensure all intake information is accurately entered into STEPS and/or other systems as required.
- Collects demographic data, conducts pre-screening and assesses potential eligibility for CRT, DSS or other community-based resources.
- Facilitates information, referral services and documents outcomes resulting from such referrals in STEPS.
- Maintain customer file and information according to standard.
- Participate in, retain and incorporate training as required.
- Provide effective customer service including, but not limited to greeting, receiving and addressing clients with respect and dignity at all times.
- Provides off-season assistance to Energy customers.
- Build long term plans that will give the customer a greater chance at being successful in the programs.
- Follow-up every 3 months or as needed.
- Participates in agency-wide case conferencing sessions.
- Answers and returns phone calls and replies to email communications in timely fashion.
- Work together with the with Energy Assistance Intake Specialist and the customer to assist with getting approved for LIHEAP.
- Verify participant’s program eligibility for all programs via Salesforce
- Filing, copying, scheduling appointments, answering phone calls and returning calls.
- Perform and complete all other duties as assigned and or by funder guidelines/requirements.
MINIMUM TRAINING EXPERIENCE
Education: Associate degree in Human Services, Social Work or related field. Education may be substituted with experience on a year-by-year basis.
Minimum Years of Experience: Relevant employment experience of at least three to five (3 to 5) years.
Demonstrated Skills: Ability to interact with people of diverse backgrounds required. Ability to compile written reports and maintain case notes. Must possess strong knowledge with computer systems and Microsoft office. Must be able to communicate effectively. Must be able to work evenings, weekends, as necessary as schedules may be changed at any time to accommodate program needs.
ADA COMPLIANCE
Physical Ability: Tasks involve sedentary to light work, involving some reaching, handling, fingering and/or feeling of objects and materials.
Sensory Requirements: Some tasks require visual perception and discrimination. Some tasks require oral communications ability.
Environmental Factors: Tasks are regularly performed without exposure to adverse environmental conditions, such as dirt, dust, pollen, odors, wetness, humidity, rain, fumes, temperature and noise extremes, machinery, vibrations, electric currents, traffic hazards, animals/wildlife, toxic/poisonous agents, violence, disease, or pathogenic substances.
Qualifications
MINIMUM TRAINING EXPERIENCE
Education: Associate degree in Human Services, Social Work or related field. Education may be substituted with experience on a year-by-year basis.
Minimum Years of Experience: Relevant employment experience of at least three to five (3 to 5) years.
Demonstrated Skills: Ability to interact with people of diverse backgrounds required. Ability to compile written reports and maintain case notes. Must possess strong knowledge with computer systems and Microsoft office. Must be able to communicate effectively. Must be able to work evenings, weekends, as necessary as schedules may be changed at any time to accommodate program needs.
ADA COMPLIANCE
Physical Ability: Tasks involve sedentary to light work, involving some reaching, handling, fingering and/or feeling of objects and materials.
Sensory Requirements: Some tasks require visual perception and discrimination. Some tasks require oral communications ability.
Environmental Factors: Tasks are regularly performed without exposure to adverse environmental conditions, such as dirt, dust, pollen, odors, wetness, humidity, rain, fumes, temperature and noise extremes, machinery, vibrations, electric currents, traffic hazards, animals/wildlife, toxic/poisonous agents, violence, disease, or pathogenic substances.
Skills Required
- Associate degree in Human Services, Social Work, or related field (or equivalent experience)
- Three to five years of relevant employment experience
- Ability to interact with people of diverse backgrounds and provide respectful customer service
- Ability to compile written reports and maintain case notes
- Strong knowledge of computer systems and Microsoft Office
- Experience using Salesforce for participant eligibility verification
- Experience using STEPS system for intake and case documentation
- Effective verbal and written communication skills
- Availability to work evenings and weekends as necessary
What We Do
Community Renewal Team, Inc. (CRT) is a 501(c)3 anti-poverty agency serving individuals and families throughout the Connecticut River Valley, specifically Hartford and Middlesex Counties. Its mission is to prepare the community to meet life's challenges by providing resources for immediate needs and long-term goals, including housing, food, energy assistance, and health services to help people become self-sufficient.
