Fuel & Electric Program Assistant

Community Action Partnership of Strafford County; Dover (NH); On-site; USD 39,000 - 52,000; Full time

Job summary

Community Action Partnership of Strafford County is seeking a Fuel and Electric Program Assistant to support the Energy Services department. This role assists clients with the fuel and electric application process and serves as a bridge between clients and staff, ensuring fair, high-quality service and timely processing of applications.

The position requires a high school diploma or GED, with preferred associate degree or nonprofit experience.

Qualifications

• High School diploma or GED is required.
• Associate degree or nonprofit field experience is preferred.
• Knowledge of social services such as LIHEAP or Electric Assistance Program is expected or can be learned quickly.
• Proficiency with Microsoft Office and program-specific software; web-based computing experience preferred.
• Ability to create and maintain databases and generate reports for agency/contract requirements.

Responsibilities

• Greet and welcome clients applying for Energy Services.
• Accurately process and file all fuel and electric assistance applications within 24 hours.
• Record application data into tracker and maintain 98% accuracy in databases.
• Respond to phone inquiries, fax, and emails within one business day with clear guidance.
• Accurately triage all calls to the department.
• Maintain an organized, clean office area and restock materials daily.
• Date stamp, upload, distribute, and file all necessary documents.
• Assist with data entry of fuel and electric assistance applications.
• Record accurate information and maintain required records/databases.
• Assist clients with filling out applications and required forms.
• Work with staff and clients to maintain a safe office environment.
• Be a reliable team player with excellent customer service and observe agency policies.
• Operate office equipment and demonstrate strong organizational and communication skills.
• Maintain a positive attitude and ability to work with diverse populations.
• Other duties as assigned.

Skills

Web-based computing

Database creation

Report generation

Data entry

Education

High School diploma or GED

Associate degree or nonprofit experience (preferred)

Tools

Microsoft Office

Database software

Job description

Job Title: Fuel and Electric Program Assistant

Reports To: Fuel and Electric Assistance Manager

Status: Full Time 40 hours/week

Probationary Period: Ninety (90) days

Work Schedule: Monday-Friday

GENERAL DESCRIPTION

The Fuel and Electric Program Assistant is a high-level content expert within our Energy Services department. The FAP/EAP Program Assistant acts as a resource assisting clients with the fuel and electric application process. This role safeguards the quality of client services by serving as a vital bridge between clients and staff—addressing concerns, resolving conflicts to ensure fair and equitable treatment, and upholding our commitment to delivering the highest‑quality support to every client.

EDUCATION AND EXPERIENCE

• High School diploma or GED (required)
• Associate degree or experience in the nonprofit field (preferred)
• Requires working knowledge of social services available in the community, such as LIHEAP or Electric Assistance Program, or ability to rapidly acquire such information
• Strong computer skills, including proficiency in Microsoft Office products and ability to quickly learn program‑specific software programs. Web‑based computing experience preferred.
• Ability to create and maintain databases as well as generate reports that comply with agency and contract requirements.

CORE RESPONSIBILITIES

• Greet and welcome clients applying for Energy Services
• Accurately process and file all fuel and electric assistance applications within 24 hours
• Record application data into tracker, empower data bases maintaining 98% accuracy
• Respond to all phone inquiries, fax and emails within one business day, providing clear information and guidance
• Accurately triage all calls placed to the department
• Maintain an organized and clean office area, restocking materials as needed, daily

DUTIES

• Conduct self in a professional manner suitable for an office environment
• Date stamp, upload, distribute and file all necessary fuel and electric application documentation
• Assists with data entry of fuel and electric assistance applications
• Must have the ability to obtain and record accurate information; create and maintain required records and/or databases
• Answer questions and assist clients with filling out applications and required forms
• Work with staff and clients as necessary to maintain a safe environment for all
• Must be a reliable team player with excellent customer service skills and the desire to provide client services while observing and maintaining agency policies and guidelines
• Knowledge of all office equipment to include copier and computers
• Excellent organizational as well as verbal and written communication skills
• Positive attitude, proven ability to work successfully with diverse populations
• Other duties as assigned

GENERAL EXPECTATIONS

• Respects confidentiality of information about agency staff, personnel issues, and other program operations
• Plan, assign, coordinate, organize and prioritize work
• Models direct, positive, honest, and respectful behavior in every aspect of work with children, families, staff, and community members
• Energetically engages people, issues, and work
• Applies the highest ethical standards to themselves and others daily
• Supports others in their efforts to be productive and effective and succeed in work and life
• Actively participates in team building, which includes sharing ideas and mutual support of team members
• Consistently uses interpersonal skills that are appropriate for individual styles, personalities, cultures, the nature of the work, and the environment in which the work is being done
• Practices honest, respectful, and direct communication as well as active listening