Office Specialist II-Bilingual Required

MWVCAA invests in people and their futures to reduce the impacts of poverty. Working at MWVCAA means becoming part of a mission-driven community dedicated to equity, dignity, and opportunity for all.

About the role

As an Office Specialist II, you will support the Energy team to help families keep their lights on and their homes comfortable, making a direct and vital impact on community stability. Your main responsibilities will include answering multiline telephones, screening callers for eligibility, greeting clients, providing paperwork, and reviewing incoming applications.

Responsibilities

• Greet and assist incoming guests.
• Thoroughly explain eligibility requirements to qualify for services to potential clients.
• Remain current on services and funding source changes.
• Answer incoming calls, explain application directions, and the request process to clients.
• Collect identification, proof of income, utility bills, benefit information, and other necessary information to determine eligibility from clients.
• Utilize the OPUS database to create client files and verify client information needed to determine eligibility.
• Follow up with clients by phone or email if additional information and/or documents are needed.
• Monitor and review incoming digital applications via the website.
• Review pending applications for completion.
• Occasionally communicate payment commitments to utility companies, sending complete and accurate documentation in communications.
• Work closely with team members to gather and share information regarding changes to process, status of pending client applications, and best practices in the office.
• Work with other members of the Energy Services team to process applications, communicate pertinent information, problem-solve common roadblocks, and communicate with clients as needed.
• Validate all steps of the eligibility process and promptly correct clerical or financial errors, communicating issues and resolutions to all appropriate parties.
• Effectively utilize time to complete applications and assist coworkers as able.
• Maintain organized and accurate documentation in accordance with State and Federal regulations and guidelines.
• Retain ongoing program updates and apply those updates in daily client assistance.
• Maintain organized and accurate documentation and work area.
• Perform all duties with a client-centered mode of service.
• Comply with MWVCAA safety and personnel policies, including punctuality and attendance.
• Establish and maintain effective working relationships with team members, clients, and community partners.
• Respect the confidentiality of all agency, program, coworker, and client information.
• Work as a team with the other Office Specialists to cover the front desk during breaks, lunches, and busy times, and provide front desk coverage in the absence of the assigned Office Specialist.
• Assist with intake of walk-in clients during peak times at the beginning of the month to assure a smooth and consistent office workflow.

Requirements

• High School Diploma or General Education Degree (GED).
• Three years of client intake, reception, or related experience.
• Equivalent combination of education and experience may be considered.
• Experience working with diverse populations in crisis is preferred.
• Valid driver license, insured vehicle available for use on the job, and a satisfactory drive record for the previous three years are required.
• Must pass a comprehensive MWVCAA background screening prior to employment.

Skills

• Some knowledge of accessing community resources is preferred but not required.
• Demonstrates intermediate abilities with Microsoft Office (Excel, Teams, Outlook, Word) and other databases.
• Ability to effectively communicate in both oral and written form.
• Ability to clearly explain procedures and eligibility requirements to clients.
• Demonstrates tact, diplomacy, and empathy when communicating with those in stressful conditions.
• Bilingual English – Spanish/Russian capabilities required. To qualify as bilingual, staff must possess demonstrated abilities to speak, read, and write fluently in English and Spanish/Russian, and pass a pre-employment bilingual proficiencies test.

Physical and Mental Demands

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.
• Specific vision abilities required by this job include close vision and ability to adjust focus.
• Regularly lift and/or move 10 pounds and occasionally lift and/or move up to 25 pounds.
• Manual dexterity for handling office equipment.
• Occasional driving in all weather conditions throughout Polk and Marion counties.
• Maintain calm dispositions and regulate emotions when clients, staff, or others may become escalated.
• Regulate emotions and handle pressure of frequent demands for attention, time, and work tasks.

Work Environment

• Indoor office environment with frequent interruptions and demands.
• Occasionally exposed to outside weather conditions.
• Noise level in the work environment is usually moderate.
• On-site work is required for this position.

Benefits

• 401k contribution after 1 year.
• Employee Assistance Program.
• Life insurance.
• Health, Vision, and Dental Insurance.
• For some positions, employees may be eligible for company-sponsored continuing education.