Summary: Assist in providing overall administrative support for the Heating Assistance Program. Answer a multi-line phone system in a fast-paced working environment. Assist clients in person with program related questions. Utilization of office equipment to process large batches of incoming and outgoing mail for the department.

Why Work for SMOC?

Paid Time Off: All full-time employees can accrue up to 3 weeks of vacation, and 2 weeks of sick time and are eligible for 12 paid holidays during their first year of employment.
Employer-paid Life Insurance & AD&D and Long-Term Disability for full-time employees.
Comprehensive Benefits Package including Medical Plans through Mass General Brigham with an HRA Employer cost-sharing program, Dental Plans with Orthodontic Coverage, and EyeMed Vision Insurance available to full-time employees.
403(B) Retirement Plan with a company match starting on day one for all full-time and part-time employees.
Additional voluntary benefits including; Term and Whole Life Insurance, Accident Insurance, Critical Illness, Hospital indemnity, and Short-Term Disability.
Flexible Spending Accounts, Dependent Care Accounts, Employee Assistance Program, Tuition Reimbursement and more.

Primary Responsibilities:

• Collect new and recertification applications.
• Enter applicable information into the computer system.
• Gather required forms and documentation; maintain client file.
• Review and process all information for completeness to meet program requirements/guidelines.
• Process incomplete/denial letters for clients in accordance to state policies.
• Process and send client notices.
• Receive all mail for Home Energy Assistance deliveries into agency, work with Program Administrator to have them date stamped and entered in the system.
• Provide client support and satisfaction, and resolve outstanding, unresolved client issues.
• Attend & participate in scheduled state meetings as well as outreach activities.
• Answer and respond to all inquiries in Home Energy Assistance either by phone, email, fax, or in person.
• Initial point of contact for all walk-in clients.
• Engage all clients by understanding and addressing their needs whether within or outside the scope of work.
• Attend & participate in team meetings as requested and communicate effectively with clients and staff in other areas. 
  Provide coverage for the Triage Specialist- SMOC Receptionist.
• Maintain confidentiality of client, employee, and agency information in accordance with federal and state laws and funder requirements.
• Sort the agency’s incoming mail and place in the appropriate departments’ mailbox.
• Ensure compliance with program/department, agency and/or funder requirements, as well as, SMOC policies & procedures.
• Other duties as assigned.