DEPUTY PROGRAM DIRECTOR
Provide assistance to the Program Director in all matters to ensure the successful implementation of the fuel program and assume all program related responsibilities of the director in her absence.
- Fosters and maintains a positive, responsive working relationship with clients, program vendors and volunteer agencies (COA) while preserving Program Guideline requirements.
- Provides personal contact with client(s) who have inquiries that cannot be serviced by other staff. Works with client(s) to explain program requirements and alleviate concerns regarding application process.
- Interacts with community service volunteer agencies (COAs and Veterans Agents) if applicant has requested the assistance of the volunteer service agency in their community by providing client status, information needed, and final determination. Maintain client and volunteer agency confidentiality.
- Ensure that client needs are assessed and referrals are done based on the needs and available resources.
- Provides education materials on energy savings. Refers clients to in-house energy programs.
- Serves as a liaison with other community agencies for the purpose of maximizing resources.
- Represents Fuel Assistance at any/all community meetings, outreach events, trainings as well as DHCD meetings at the request of the Program Director.
- Customer service – addresses concerns and complaints by clients, volunteer agencies and vendors; resolve issues in a timely manner that is consistent with program guidelines. Supports the Fast Track review process for emergencies.
- Assist with preparation of reports to be submitted to DHCD and other entities as deemed necessary.
- Assist with the formulation of the LIHEAP work plan.
- Assist with training of volunteer agencies as well as on-going training to program staff.
- Supervise the client intake process for the program and the Information Specialists.
- Review and process all fuel assistance applications submitted by Self Help employees.
- Process applications for non-LIHEAP program resources.
Coordinate services with the Conservation Department.
- Flexibility – able to easily adapt to new program guidelines and requirements, able to adjust to changing client and volunteer agencies as they arise.
- Communication proficiency – able to explain complex program requirements in a manner that is understood by the clients and volunteer agencies.
- Client Focus – ensure that client needs are assessed and referrals are done based on the needs and available resources. Maintain client and volunteer agency confidentiality. Maintain agency and program ethical code of conduct requirements and personnel policies.
- Technical Capacity – must be proficient in use of LIHEAP database, utilize email, Microsoft, Excel, telephone system and ADP system.
- Collaboration Skills – able to work professionally with clients, LIHEAP team members, supervisor and outside agencies and companies.
Supervisory Responsibilities – YES client intake process and Information Specialists.
This job operates in a professional environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners, filing cabinets, folding machine, and fax machines.
This would require the ability to open filing cabinets, bend or stand as necessary. Must be able to lift 10 lbs.
Position Type and Expected Hours of Work
This is a full-time year round supervisory position. Days of work are Monday through Friday 8:30am to 4:30pm (in-season) and 8:00-4:00 (summer season), 52 weeks per year. Some flexibility in hours may be allowed.
Limited travel to attend off-site trainings as needed are the expected travel needs for this position
Required Education and Experience
- Must possess ability to interact well with a cross section of the population, and to effectively communicate the guidelines as well as the documentation requirements for Fuel Assistance.
- Must possess excellent telephone communication skills.
- Must be able to effectively and respectfully communicate with all callers.
- Must be computer literate and be able to work productivity in a fast-paced environment.
- Must be detail oriented and well organized.
- Must possess strong mathematical skills and the desire to work with figures.
- Must possess ability to communicate clearly in both written and verbal expression.
- Must be a good problem solver.
Benefits and Perks:
- Paid Vacation, Sick and Personal Days
- Pension match up to 7%
- 12-13 Paid Holidays
- Tuition reimbursement
- Health, Dental, Life Insurance, Short Term Disability, Earned Incentives & MORE!
Preferred Education and Experience
- Customer Service experience and skills
- Proficient in Excel
SHI is an equal opportunity employer and will not discriminate on the basis of race, creed, color, sex, national origin, age, disability, religion, ancestry, marital status or sexual preference, political or union affiliation.
COVID-19 Mandate and Employment Requirements:
Due to the Biden Administration issuance of an Executive Order (EO) that effectively mandates COVID-19 vaccination for all employees of federal contractors and subcontractors, Self Help, Inc. is a federal contractor, and it is required that all employees are to be fully vaccinated by January 4, 2022, or by their first date of employment.
To Apply: Please send your resume and cover letter to firstname.lastname@example.org and mail it to Self Help Inc., 1362 Main Street, Brockton, MA 02301.