Emergency Services Advocate

Lorain County Community Action Agency; Lorain (OH); On-site; USD 22,000 - 29,000; Full time

Job summary

Lorain County Community Action Agency is seeking an Emergency Services Advocate I to provide crisis utility payment assistance and connect clients with energy programs. The role may involve in-person, phone, or virtual meetings and requires careful data handling and eligibility determination.

As part of a team, you will gather documentation, schedule appointments, explain program details, and maintain client records in compliance with funding rules.

Qualifications

• High school diploma required.
• Ability to communicate information clearly in person, by phone, and online.
• Ability to gather documentation accurately and enter data.
• Experience with income or energy assistance programs preferred.
• Fluency in Spanish is preferred.

Responsibilities

• Abide by agency rules and program requirements.
• Explain eligibility, collect documentation, and process applications.
• Interview clients in person, by phone, or virtually.
• Schedule appointments and manage client records.
• Maintain confidentiality and accurate data entry.

Skills

Data entry

Customer service

Interviewing

Communication

Bilingual Spanish

Record keeping

Education

High school diploma

Job description

About the Organization Lorain County Community Action Agency is a non-profit organization whose mission is to serve and empower Lorain County residents in need.

EOE Statement Lorain County Community Action Agency is an Equal Opportunity Employer. Our application forms are designed to obtain an applicant's skills, knowledge and abilities based on specific job requirements. Questions are designed to elicit enough data for us to determine an applicant's abilities to successfully perform the job for which she/he is applying. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

Category HEAP

Position Emergency Services Advocate I

Full-Time/Part-Time Full-Time

Description

Purpose:

Both the Energy Services Advocate and Senior Energy Services Advocate work under general supervision, provides crisis utility payment assistance to clients without heat or facing disconnection and those in need of bulk fuel or firewood in the winter. Provides crisis utility payment assistance to clients meeting the eligibility criteria for summer cooling. Processes applications submitted by mail or online for non-emergency utility assistance following program requirements and guidelines. Meets with clients by phone, electronic means and in person. Meeting with clients may occur from a permanent, crisis or roaming location. Routinely makes referrals to all agency programs and services. The job may have a focus on serving older adults (Senior Services) or working with residents in need of bilingual services (Bilingual Services).

Position Requirements

Summary of work activities, tasks and responsibilities:

• Abide by applicable Agency rules and regulations.
• Answer applicants' questions about assistance and program procedures.
• Compile, record, and enter data from customer, using computer or specified form.
• Complete all applications assigned in a timely manner.
• Complete confidential customer intake forms and obtain necessary documentation accurately and in compliance with funding requirements.
• Conduct customer interviews in person, by telephone, and virtually using a variety of programs (i.e. Webex, Zoom).
• Electronically schedule appointments using a variety of methods including mobile texting, calendaring, and scheduling software.
• Demonstrate professional telephone skills.
• Gather all information pertinent to program applications.
• Greet customers and visitors in a polite and professional manner via phone, email and in person.
• Identify and report problems in obtaining complete and accurate information and data.
• Interpret and explain information such as eligibility requirements, application details, documentation requirements, and applicants' rights to appeal.
• Interview program participants at specified intervals to certify their eligibility for continuing benefits.
• Maintain files in compliance with funding requirements.
• Operate office machines, such as photocopiers and scanners, facsimile machines, voice mail systems, and personal computers.
• Participate in all appropriate training and meetings.
• Perform general office activities, such as typing, answering telephones, operating office machines, processing mail, or securing confidential materials.

Knowledge, skills and abilities:

• Ability to be punctual in reporting to work and in the completion of assigned duties. Meeting stated commitments.
• Ability to communicate information and ideas verbally so others will understand.
• Ability to compile, assemble, verify, and prepare data for processing applications.
• Ability to interact with others in a way that inspires trust, confidence, and integrity.
• Ability to maintain the confidentiality and security of sensitive records, reports, and correspondence.
• Ability to maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Ability to operate standard office equipment including telephones, copy machines, postage machines, and calculators.
• Ability to perform computational tasks with accuracy.
• Ability to practice active listening to understand and learn from what others say.
• Ability to prepare and maintain accurate and up-to-date records and files of all services rendered.
• Ability to read, interpret, apply, and explain rules, regulations, policies, and procedures.
• Ability to show empathy for customers and put their needs and interests first.
• Ability to sit at a desk or workstation for extended periods of time.
• Ability to situationally conduct oneself such that relationship-building and collaboration are fostered, and the image of the agency is enhanced.
• Ability to work independently and meet schedules and timelines.
• Encouraging and building mutual trust, respect, and cooperation among team members.
• Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
• Keeping up-to-date technically and applying new knowledge to your job.
• Knowledge of electronic equipment and computer technology sufficient to understand and use office equipment and technology with basic instruction.
• Knowledge of Energy Services programs such as the Home Energy Assistance Program, Ohio's PIPP Plus program, fuel fund programs and other utility assistance programs.
• Knowledge of intake practices and procedures and methods of ensuring compliance with eligibility standards and requirements.
• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Using computers and computer systems (including hardware and software) to enter data or process information.
• Using relevant information and individual judgment to determine compliance with regulations and standards.

additional requirements (applicable if checked)

• Ability to speak and write fluently in Spanish, preferred.
• Experience working with older adults, preferred.
• Fingerprint submission for criminal background check as a condition of employment.
• Pre-employment drug test as a condition of employment.
• Pre-employment physical as a condition of employment.
• Proof of credential and/or education (copy of certificate, official college transcripts, copy of diploma, etc.).
• Valid driver’s license.

Education required:

High school diploma required.

Education preferred:

All related education considered.

Minimum experience required:

At least one (1) year experience required.

Experience preferred:

All related experience considered.

Physical requirements:

• Ability to hear and understand speech at normal levels and on the telephone with or without hearing aids.
• Ability to lift and carry up to 20 lbs. at waist height within an office setting.
• Ability to see and read a computer screen and printed matter with or without vision aids.
• Ability to see, hear and speak with/without assistive devices sufficient to communicate effectively with others.
• Ability to sit at a desk or workstation for extended periods of time.

last updated

April 2021

LCCAA 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.

Work activities, responsibilities and tasks presented above are typical; however, the lists are not exhaustive. LCCAA may assign any other activities, responsibilities and tasks deemed necessary. Additional duties will be within the typical tasks performed in the classification or will be within the minimum qualifications, knowledge and abilities, scope of responsibility, complexity of work, decision-making authority, and level of independence for the classification. Classification descriptions are subject to change at any time.

Location Administrative Offices

Exempt/Non-Exempt Non-Exempt

Open Date 8/12/2026

Close Date 10/15/2026

Salary Range: $16.77-$20.13 ( Depending on education)

Hours: M-F 8:00 a.m. - 4:30 p.m.

This position is currently accepting applications.