Intake Certification Specialist



CLASSIFICATION:    Non-Exempt/Hourly/Full-Time Seasonal

PROGRAM:                  Home Energy Assistance Program

REPORTS TO:             Deputy Director and Program Director   




INTAKE – Works with applicants to determine a needs assessment for the household with regard to home energy needs, and other household needs.  Works to reduce energy burden by providing counseling and assistance with energy vendors as deemed necessary and appropriate.  Provides information on other available resources within the community.

CERTIFICATION – Review client documentation and information contained in the file to determine status of application.  As deemed necessary issues notices to clients.  Ensures all information is entered into LIHEAP database and necessary documentation has been provided and stored in the client file.  Supports the Fast Track review process for emergencies.

Essential Functions


  • Performs all responsibilities with the highest degree of professionalism. Maintains client confidentiality.
  • Gathers all information necessary to complete the application process. Enters all required information into the LIHEAP database.
  • Reviews application documentation and prepares complete applications for certification.
  • Generates incomplete notices if necessary.
  • Counsels clients in relation to their needs. Provides information on Self Help Fuel Assistance program, Energy Conservation programs, and other available services and programs.
  • Provides translation assistance.
  • Covers front desk when necessary.
  • Provides information on utility forgiveness programs.
  • Assistance clients with financial hardship forms.
  • Supports the Fast Track review process for emergencies.
  • Other duties as deemed necessary and appropriate.


  • Performs all responsibilities with the highest degree of professionalism. Maintains client confidentiality.
  • Reviews information maintained in the client file, and all new documentation to determine if complete and certification ready.
  • Enters all required information into the LIHEAP database.
  • Determines the status of the application.
  • Issues incomplete letters if necessary.
  • Completes the certification process through the LIHEAP database if all necessary documentation has been provided.
  • Supports the Fast Track review process for emergencies. Provides immediate attention to emergency application(s) as presented and follows through until emergency is certified and ready to be called into vendor.
  • Provides assistance in obtaining proper billing information if needed for payment.
  • Provides back up to Information Specialists and Receptionist.
  • Other duties as deemed necessary and appropriate.


  1. Flexibility – able to easily adapt to new program guidelines and requirements, able to adjust to changing client issues as they arise.
  2. Communication proficiency – able to explain complex program requirements in a manner that is understood by the clients, ensure written communication is accurate, concise and supports program guidelines.
  3. Client Focus – ensure that client needs are thoroughly assessed and referrals are done based on these needs and available resources. Maintain client confidentiality. Maintain agency and program ethical code of conduct requirements and personnel           policies.
  4. Technical Capacity – must be proficient in use of LIHEAP database, utilize email and ADP system.
  5. Collaboration Skills – able to work professionally with clients, LIHEAP team members and supervisor.

Supervisory Responsibilities – None

 Work Environment

This job operates in a professional environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

 Physical Demands

This would require the ability to open filing cabinets, bend or stand as necessary.  Must be able to lift 2 lbs.

 Position Type and Expected Hours of Work

This is a full time/seasonal position.  Days of work are Monday through Friday 8:30am to 4:30pm, 26-52 weeks per year.


Limited travel in-home intake when deemed necessary, and 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 good basic mathematical skills.
  • Must be computer literate and be able to work productivity in a fast-paced environment.
  • Must be detail oriented.
  • Must possess strong mathematical skills and the desire to work with figures.
  • Must possess ability to communicate clearly in both written and verbal expression.

Preferred Education and Experience

  • Bi-lingual
  • Proficient in Excel


Self Help, Inc. is a federal contractor, and it is required that all employees are to be fully vaccinated by their first date of employment.

Self Help, Inc. 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, sexual preference, political or union affiliation.


E-mail or mail resume to:

Self Help Inc., Human Resources
45 Pearl Street
Brockton, MA 02301








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