Customer Service Assistance (CAP) Case Manager

HFI Mission

Holy Family Institute (HFI) is a 125-year-old Catholic organization with an impeccable history of serving children and families in the Pittsburgh Region. We are one of Pittsburgh’s largest social service organizations operating 15 programs in three counties. We are an independent organization guided by Catholic Social Teachings and serve people of all faiths and backgrounds.

General Statement Of Duties

The Case Manager position will collect, analyze, and maintain information directly related to CAP accounts to accurately complete applications and interview Duquesne Light Co. customers for eligibility. The individual will follow Duquesne Light Policy and Procedures as directed.

Essential Functions

• Promotes the Mission and Philosophy of Holy Family Institute
• Understands guidelines, limits and procedures of DLCO CAP
• Interviews DLCO customers for program eligibility
• Accurately completes CAP applications
• Completes re-certifications and defaults as required
• Maintains accurate documentation and confidential documents
• Affords clients with appropriate referrals
• Increase professional development by completing 40 hours of training annually
• Completes other duties as assigned by supervisor

Requirements

• High School diploma: bachelor’s degree preferred
• Two or more years of experience in Customer Service
• Knowledge of Community resources
• Excellent written and verbal communication skills
• Proficiency with Windows Office Suite
• Demonstrated ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices

Commitment to Social Justice

Holy Family Institute and its affiliated organizations are committed to an environment that respects and values every human being and individual differences. We will invest time and resources to create an inclusive environment for all of our stakeholders. This means we will respect diversity that includes race, ethnicity, gender, socioeconomic status, education, disability, and language. We also believe that we should be “Faithful Listeners” and embrace diversity of ideas, perspectives, and values. We believe in providing access, opportunity, fair treatment, and advancement for all people. Believing that “God is Found in Everyday Activities” we will do our best to eliminate barriers that prevent full participation in our programs and services. We believe “Loving Relationships” means that all are welcome, all are neighbors, and there are no exceptions. With this belief we aim to create an environment in which any individual or group can feel welcomed, respected, supportive, and valued.

Equal Opportunity Employer

Holy Family Institute is an Equal Opportunity Employer.