Mail/Document Clerk



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

PROGRAM:                  Home Energy Assistance Program

REPORTS TO:             Program Director   




 Serves as Agency primary point of contact for document control, including newly received applications and matching documents.  Servers as liaison with volunteer agencies.  Provide filing expertise and ensure that document controls procedures are being adhered to.

Essential Functions

  • Perform duties with highest degree of professionalism.
  • Maintains client confidentiality and a positive work environment.
  • Fosters and maintains a positive, responsive working relationship with clients and volunteer agencies (COA) while preserving Program Guideline requirements.
  • 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 forward client file to proper destination.
  • Customer service – addresses concerns and complaints by clients, volunteer and agencies; resolve issues in a timely manner that is consistent with program guidelines.
  • Opens all in-coming mail and distributes to proper destination.
  • Ensure that incoming documents from all sources, including but limited to postal mail, e-mail, electronic drop box, and faxes are reviewed for document quality. Maintain all ARF client Portal documents and applications.  Follow up with clients when document quality does not meet program standards.
  • Assist remote team members with printing and mailing out applications and corresponding documents, including remote intake applications and client and vendor notifications.
  • Scans applications into the Fuel Assistance database.
  • Maintains accurate files for all Fuel Assistance applications
  • Pulls files as needed and distributes them to proper destination.
  • Supports the Fast Track emergency review process.
  • Receives all faxed documents and files with proper application or distributes to appropriate co-worker.
  • Assists in organizing supplies.
  • Provides information to Energy Conservation Department as deemed necessary and appropriate.
  • Files all application folders in their correct location.
  • Files in-coming documentation in proper client file.
  • Assists in handling in-coming and out-going mail, as needed serves as liaison for volunteer agencies.
  • Provide back-up and lunchtime coverage to Reception.
  • 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 and COA issues as they arise.
  2.  Communication proficiency – able to explain complex program requirements in a manner that is understood by the clients, COAs and vendors.
  3.  Client Focus –Maintain client and vendor confidentiality. Maintain agency and program ethical code of conduct requirements and personnel polies.
  4.  Technical Capacity – must be proficient in use of LIHEAP database, utilize email, telephone system and ADP system.
  5.  Collaboration Skills – able to work professionally with clients, COAs, 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, folding machine, 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 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 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.
  • Must be organized and able to work with minimal supervision.

 Preferred Education and Experience

  • Customer Service experience and skills
  • 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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