Emergency Assistance Rep I: Customer Advocate & Intake

Impact Community Action; Columbus, Northern (OH, KY); Hybrid; USD 19,000 - 25,000; Full time

Job summary

IMPACT Community Action seeks an Emergency Assistance Representative I to assist customers with program information and eligibility determination for HEAP, CSBG, and PIPP+. This role combines front-line support in person and over the phone, with data entry and documentation responsibilities.

Ideal candidates provide compassionate service, verify income data, and coordinate referrals while maintaining program guidelines and file accuracy.

Qualifications

• Patient, even-tempered and empathetic attitude is essential.
• Strong integrity and trust in handling sensitive information.
• Ability to communicate program requirements clearly to customers.

Responsibilities

• Greets, directs, and informs customers of all agency programs in person or by phone.
• Educates customers on HEAP, CSBG, PIPP+ and other programs.
• Enters customers' information into the database and files.
• Verifies eligibility for HEAP and CSBG.
• Communicates with utility companies and human services agencies.
• Provides referrals to additional programs and community resources.
• Delivers a high level of customer service with active listening and timely responses.

Skills

Patient

Integrity

Action Oriented

Drive for Results

Interpersonal Skills

Decision Quality

Problem Solving

Process Management

Customer Service

De-escalation

Verbal Communication

Written Communication

Listening

Technical Skills

PC Applications

Education

High School Diploma or G.E.D.

Tools

PC Applications

Job description

IMPACT Community Action seeks an Emergency Assistance Representative I to assist customers with program information and eligibility determination for HEAP, CSBG, and PIPP+. This role combines front-line support in person and over the phone, with data entry and documentation responsibilities.

Ideal candidates provide compassionate service, verify income data, and coordinate referrals while maintaining program guidelines and file accuracy.