Emergency Assistance Specialist

Job Summary

Under the direction of the Emergency Assistance Team Leader, the Emergency Assistance Specialist is responsible for processing Emergency Assistance (EA) applications across all FSC counties, meeting with clients via phone, in person, or through video conferencing to determine eligibility and assess the services and payment amounts they qualify for. They guide clients in understanding available services, clarify what is needed to move forward, and ensure compliance with established timeframes. If Emergency Assistance alone does not fully meet a client's needs, the EA Specialist explores and discusses additional resources that may provide further support. They also introduce tools such as the CARE Network and the Map of My Dreams to help clients plan for their future and access available resources. Additionally, the EA Specialist promotes the Transition to Success (TTS) model and supports FSC's mission through effective communication and exceptional client support.

Responsibilities

• Meets with clients via phone, in person, or through video conferencing, ensuring all interactions align with FSC service delivery standards.
• Discusses client situations, assesses resource needs, provides appropriate referrals, and introduces the TTS model.
• Promotes FSC's Menu of Services, including all TTS initiatives, to ensure clients are aware of available support.
• Maintains professional and consistent communication with clients and community partners.
• Maintains staff schedules within CWW and conducts client appointments throughout the day.
• Manages assigned applications and associated tasks within state systems, ensuring timely and accurate processing.
• Processes applications, conducts eligibility determinations, documents and verifies all relevant information obtained during eligibility appointments, and calculates appropriate payment amounts based on qualifying information.
• Assists clients in obtaining necessary documentation and requested verifications.
• Maintains both paper and electronic client files, uploads documents to the shared drive, and scans all applications and related documents into the ECF.
• Records detailed and accurate case comments in CWW and WWP.
• Monitors and updates in-progress and pending applications using WEBI reports, ensuring compliance with all established timeframes set by EA policy and FSC standards.
• Assists with maintaining relevant information to support the CARE network as part of the TTS initiative.
• Adheres to all established timeframes set by EA policy and FSC standards.
• Works effectively in a fast-paced, high-volume environment while managing a heavy appointment schedule, including back-to-back client meetings.
• Maintains confidentiality of all client information.
• Demonstrates regular and prompt attendance.
• Performs other duties as assigned.
• Attends trainings and meetings.

Qualifications

• Detailed knowledge of Emergency Assistance policy and processes.
• Ability to maintain a professional and compassionate disposition with all customers at all times.
• Excellent customer service skills and the ability to explain complex information accurately.
• Ability to understand changing program requirements and policy.
• Ability to work effectively individually and in a team environment.
• Ability to work effectively with program individuals, community organizations and area employers.
• Ability to work independently on computers and video teleconference technology.
• Knowledge of local community resources for all FSC counties.
• Excellent oral and written communication skills.
• Strong organizational and time management skills.
• Ability to produce accurate and detail orientated work in a fast-paced work environment.
• Ability to maintain a professional attitude and network effectively.

Required Education & Experience

Associate degree with two (2) years of work-related experience. Alternatively, a combination of education and relevant experience that demonstrates the necessary skills and qualifications for this position. We value diverse backgrounds and experience, so non-traditional education paths and varied work experience are encouraged to apply.

Skills

• Computer Skills: Strong Microsoft Office 365 knowledge with the ability to learn program specific software. Basic computer skills including write, modify and edit text using word processing, create and format simple spreadsheets, create presentations, know how to forward and cc emails, understand how to search, assess search results, and download information from the internet. Ability to type 30WPM with at least 95% accuracy.
• Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Work Environment

Indoors where the noise level is usually moderate.

Physical Demands

• Frequent: Sit, use hands/fingers to handle or feel, reach with hands and arms, talk/hear
• Occasional: Stand, walk, stoop, kneel, crouch, or crawl
• Lift up to 10 pounds: Occasionally
• Lift up to 25 pounds: Occasionally
• Vision requirements: Close vision, distance vision, peripheral vision, depth perception, ability to adjust focus