Client Navigator

Purpose of Classification: 

The purpose of this classification is to assist customers who are seeking information and services through the Home Energy Assistance Program (HEAP), Percentage of Income Payment Plan Plus (PIPP Plus), and Fuel Fund utility assistance to follow agency, local, state and federal regulations, guidelines, policies and procedures. 

Essential Functions: 

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.   

Provides timely customer service skills:  opens the office each morning and prepares to greet customers and handle questions, concerns and complaints in a timely and efficient manner according to customer service standards; screens out ineligible applicants and refers them to the appropriate resources for their specific needs. Utilizes end user software to verify and initiate customer appointment process.  

Answers phone inquiries and directs clients to appropriate agency or outside sources to handle their needs:  screens callers and coordinates with the Interactive Voice Response System. If applicable to customer’s circumstances, staff to schedule appointments for those who cannot use the automated system; informs callers to provide all necessary documentation in preparation for their scheduled appointment. 

Prepares various documents, reports, logs, sign-in sheets and records: agency vendor log, complaint documentation, and statistical customer information on the number and types of customers who have called into the agency for services. 

Scans, uploads and distributes customer provided documentation needed to facilitate application determinations of benefits. 

Attends agency meetings and professional development trainings, conferences and seminars as needed to increase skills and abilities to perform position. 

Additional Functions:  

Performs other related duties as required.    

Minimum Qualifications: 

High School Diploma or GED required; Supplemented by one year of work experience in a customer service, clerical, or related field; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.  

Additional Requirements/Conditions of Employment:
Successful results of pre and continued employment assessments including fingerprinting, drug testing, medical examinations and background check(s). 

Step Forward is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Agency will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.