Intake Processor - Community Services

Intake Processor

The Intake Processor is responsible for energy assistance intake processor functions. This position reports to the Assistant Program Director and operates under moderate supervision with little latitude for the use of independent judgment, discretion, and initiative.

Essential Job Duties:

• Process CEAP (Comprehensive Energy Efficient Assistant Program) applications ACCURACY IS ESSENTIAL
• Monitor and address tracking spreadsheet for new, incomplete, appeal and additional benefits applications
• Address application e-file and database for proper documentation
• Determine financial eligibility based on the household's previous 30-day income and FPL (Federal Poverty Level) structure set up for the program utilizing the tools and resources provided
• Determine household Priority Rating and benefit allowance
• Request client bill and billing/usage history from the vendor and enter into a database
• Determine individual benefits per household qualification
• Create payments in the database
• Report current pledge to vendor immediately after an application has been determined approved
• Document service provided into the database
• Create and distribute approval letter to the client either by email/mail, save a copy in e-file and update tracking spreadsheet
• Document and save payments and vendor information into e-file
• Collaborate with CEAP team regarding cancelled and/or clients no longer in the service area, as needed
• Establish and maintain correspondence with energy vendors
• Contact clients on an as-needed basis to clarify information provided
• Perform duties according to program guidelines, policies and procedures as determined by OWBC and programmatic rules determined by TDHCA (TX Dept of Housing & Community Affairs) and TAC (TX Administrative Code)
• Provide other program or funding benefits to clients per individual household qualifications
• The position must obtain understanding of the rules, regulations, and program requirements of the CEAP program
• The position must obtain knowledge of all benefits provided by Community Services
• The position must obtain the knowledge to complete an application and gain the internal knowledge of how an application moves from intake to processed for each line of service through OTJ training
• Attend all scheduled meetings for one on one, team and program
• All employees are expected to adhere to OWBC ethics expectations
• Must be able to cooperate and work effectively with others
• Must be diplomatic, honest, and fair
• Regular and punctual attendance is an essential function of the position
• Perform other duties as assigned or as they become apparent
• The position may qualify for hybrid work as determined by the Program Director

Knowledge, Skills, and Abilities:

• Ability to operate various Microsoft 365 software, outlook, spreadsheets, TEAMS, Adobe Acrobat, and database programs
• Ability to perform mathematical functions accurately
• Ability to work effectively with others
• Ability to provide excellent customer service to internal and external customers
• Ability to evaluate, analyze and problem solve within the confines of the program and requirements
• Ability to flex with job tasks when change is necessary to meet the demand of the day
• Ability to organize, prioritize and utilize effective time management techniques
• Ability to ensure compliance with regulatory agency requirements and policies
• Ability to always respect confidentiality
• Ability to carry out multiple tasks and meet deadlines
• Ability to follow instructions furnished in verbal or written format
• Ability to be detail orientated

Minimum Qualifications:

• Education and Training:
• High School Diploma, or GED
• Experience:
• Must have excellent customer service skills and experience with face to face, written and verbal communication
• Prefer one (1) year experience working in an office environment with a team and working independently
• Prefer one (1) year of accounting or related experience
• Required one (1) year of experience with Microsoft Office 365, Outlook, SharePoint; prefer one (1) year of Adobe DC experience
• Preferred Bilingual in English/Spanish
• Licenses/Certifications:
• Valid Texas driver's license.

Mental / Physical Tasks (F= Frequent, O=Occasional, R=Rarely):

• | F | Standing- required when making copies, meeting people, moving from work area to work
• | F | Handling - reports, vehicles, laptops, keys
• | F | Hearing/Talking/Listening - communicate with employees and others, answering the telephone, participating in meetings, giving presentations
• | F | Fine Dexterity - operate computer, calculator, to write, mouse, projector tools
• | F | Sitting - performing work at the desk while reading, writing, in meetings, driving, riding in vehicle to sites and meetings.
• | O | Kneeling/Crouching/Crawling - plug in equipment, when connecting PC components, plugging in cords, open lower drawers/cabinets, handling department materials; clean work area
• | F | Walking - required when making copies, meeting people, moving from work area to work area, performing general office duties
• | F | Bending/Twisting to reach files, reports, handle paper, reach drawers
• | F | Grasping/Holding-holding binders, phones, tablets and work resources
• | O | Balancing standing, reaching, driving
• | F | Lifting/Carrying- report binders, paper, laptop, supplies up to 50lbs
• | F | Vision - to drive and assist individuals in medical need
• | F | Pushing/Pulling open/close file/copier drawers, open & close doors, rolltop carriers
• | F | Foot Controls - driving
• | F | Driving - scheduled and unscheduled trips to and from meetings and sites
• | F | Reaching- answering the phone, reach for files, and reports, plug in a laptop

Working Conditions:

• Working in a fast-paced environment with priorities and plans that may change rapidly
• Working on weekends, evening and some holidays may be required

Why work for us?

• 15 Paid Holidays
• Paid Time Off
• Paid Education (Upon Approval)
• Medical Insurance
• Dental Insurance
• Vision Insurance
• 403(b) plus employer match
• Employee Assistance Program
• Chipper-Assistance in Student Loan Forgiveness and Lower Payments

We are an Equal Opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Opportunities for Williamson & Burnet Counties (OWBC) was established in 1965 as the area's official Community Action Agency. Opportunities is a private, non-profit corporation governed by a board of directors comprised of community leaders, elected officials and target area representatives. Throughout its history, Opportunities has administered a wide range of social service and economic opportunity programs. Serving thousands of people annually, OWBC helps with energy assistance, childcare, nutrition, and education for those in need.

Mission: To empower children, families, and seniors to achieve and sustain independence by delivering vital services and partnering with local organizations to provide education, nutrition, and community support.

Vision: A healthy, educated community in which all people live independently and with dignity.

Benefits We Offer:

Physical: Medical, Dental and Vision coverage

Financial: Employer Matching Retirement Program - Flexible Spending Accounts - Employer-Paid Life insurance,