CARES Eligibility Specialist

John Boner Neighborhood Centers; Indianapolis (IN); On-site; USD 32,000 - 42,000; Full time

Job summary

John Boner Neighborhood Centers is seeking a CARES Eligibility Specialist to support the Energy Assistance Program and other basic-needs services. You will handle mailroom tasks, document processing, applicant support, communications, and outreach in a fast-paced environment.

The role requires strong organization, attention to detail, and comfort with multiple software systems. You will maintain confidential information and work with diverse neighbors to deliver responsive service.

Qualifications

• High school diploma or equivalent preferred.
• 1-2 years of customer service experience.
• Strong computer skills and ability to learn multiple software systems, including Microsoft Office, SharePoint, Teams, Excel, Zendesk, and database/document-management systems.
• Ability to scan, organize, redact, upload, and manage electronic documents and navigate multiple systems and screens.
• Strong attention to detail and ability to follow detailed rules and processes consistently.
• Ability to work independently, manage competing priorities, and meet production and response standards in a high-volume environment.
• Excellent written and verbal communication skills and ability to work effectively with diverse individuals, including those experiencing stressful circumstances.
• Commitment to confidentiality and secure handling of personally identifiable information.
• Reliable transportation.

Responsibilities

• Receive, sort, date stamp, scan, name, redact, upload, file, and archive applications and supporting documents.
• Respond to phone calls, voicemails, emails, chats, Zendesk tickets, and database messages.
• Follow up with applicants regarding missing information, application status, and crisis-related concerns.
• Maintain accurate records of applicant contacts, documents, referrals, follow-up, and other required information.
• Monitor assigned queues and complete work accurately and in receipt-date order.
• Identify and elevate complex issues, confidentiality concerns, and crisis cases as appropriate.
• Support community outreach, application distribution, and community events.
• Protect confidential and personally identifiable information while following established program procedures and workflows.
• Collaborate with Team Leads, the CARES Services Manager, and other EAP staff to provide timely and effective service.

Skills

Customer service

Microsoft Office

SharePoint

Teams

Zendesk

Excel

Education

High school diploma

Tools

Zendesk

SharePoint

Excel

Document management

Job description

About John Boner Neighborhood Centers

John Boner Neighborhood Centers inspires neighbors and partners to improve the quality of life on the Near Eastside by providing tools for change and growth.

Position Summary

The CARES Eligibility Specialist supports the Energy Assistance Program and other eligibility-based basic-needs programs by providing accurate, timely, and professional mailroom, document-processing, applicant-support, communications, and outreach services.

This is a fast-paced, high-volume position where approximately 90% of the work is performed on a computer using multiple systems and screens. The ideal candidate is highly organized, detail-oriented, comfortable learning new technology and processes, and able to provide responsive and compassionate service to neighbors.

What You'll Do

• Receive, sort, date stamp, scan, name, redact, upload, file, and archive applications and supporting documents.
• Respond to phone calls, voicemails, emails, chats, Zendesk tickets, and database messages.
• Follow up with applicants regarding missing information, application status, and crisis-related concerns.
• Maintain accurate records of applicant contacts, documents, referrals, follow-up, and other required information.
• Monitor assigned queues and complete work accurately and in receipt-date order.
• Identify and elevate complex issues, confidentiality concerns, and crisis cases as appropriate.
• Support community outreach, application distribution, and community events.
• Protect confidential and personally identifiable information while following established program procedures and workflows.
• Collaborate with Team Leads, the CARES Services Manager, and other EAP staff to provide timely and effective service.

What We're Looking For

• High school diploma or equivalent preferred.
• 1-2 years of customer service experience.
• Strong computer skills and ability to learn multiple software systems, including Microsoft Office, SharePoint, Teams, Excel, Zendesk, and database/document-management systems.
• Ability to scan, organize, redact, upload, and manage electronic documents and navigate multiple systems and screens.
• Strong attention to detail and ability to follow detailed rules and processes consistently.
• Ability to work independently, manage competing priorities, and meet production and response standards in a high-volume environment.
• Excellent written and verbal communication skills and ability to work effectively with diverse individuals, including those experiencing stressful circumstances.
• Commitment to confidentiality and secure handling of personally identifiable information.
• Reliable transportation.

What Success Looks Like

• Applications and documents are processed accurately, securely, and in a timely manner.
• Applicant inquiries and follow-up are handled within established response standards, with urgent concerns appropriately prioritized.
• Records and communications are complete, accurate, and well documented.
• Quality, productivity, confidentiality, and queue-management expectations are consistently met.
• Neighbors, partners, and colleagues receive professional, courteous, and responsive service.

John Boner Neighborhood Centers is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other status protected by applicable law