Fuel & Electric Program Assistant

Community Action Partnership of Strafford County•Dover, NH

About The Position

The Fuel and Electric Program Assistant is a high-level content expert within our Energy Services department. The FAP/EAP Program Assistant acts as a resource assisting clients with the fuel and electric application process. This role safeguards the quality of client services by serving as a vital bridge between clients and staff—addressing concerns, resolving conflicts to ensure fair and equitable treatment, and upholding our commitment to delivering the highest‑quality, support to every client.

Requirements

High School diploma or GED (required)
Requires working knowledge of social services available in the community, such as LIHEAP or Electric Assistance Program, or ability to rapidly acquire such information
Strong computer skills, including proficiency in Microsoft Office products and ability to quickly learn program-specific software programs. Web-based computing experience preferred.
Ability to create and maintain databases as well as generate reports that comply with agency and contract requirements.

Nice To Haves

Associate degree or experience in the nonprofit field (preferred)

Responsibilities

Greet and welcome clients applying for Energy Services
Accurately process and file all fuel and electric assistance applications within 24 hours
Record application data into tracker, empower data bases maintaining 98% accuracy
Respond to all phone inquiries, Sfax and emails within one business day, providing clear information and guidance
Accurately triage all calls placed to the department
Maintain an organized and clean office area, restocking materials as needed, daily
Conduct self in a professional manner suitable for an office environment
Date stamp, upload, distribute and file all necessary fuel and electric application documentation
Assists with data entry of fuel and electric assistance applications
Must have the ability to obtain and record accurate information; create and maintain required records and/or databases
Answer questions and assists clients with filling out applications and required forms
Work with staff and clients as necessary to maintain a safe environment for all
Must be a reliable team player with excellent customer service skills and the desire to provide client services while observing and maintaining agency policies and guidelines
Knowledge of all office equipment to include copier and computers.
Excellent organizational as well as verbal and written communication skills
Positive attitude, proven ability to work successfully with diverse populations
Other duties as assigned
Respects confidentiality of information about agency staff, personnel issues, and other program operations.
Plan, assign, coordinate, organize and prioritize work.
Models direct, positive, honest, and respectful behavior in every aspect of work with children, families, staff, and community members.
Energetically engages people, issues, and work.
Applies the highest ethical standards to themselves and others daily.
Supports others in their efforts to be productive and effective and succeed in work and life.
Actively participates in teambuilding, which includes sharing ideas and mutual support of team members.
Consistently uses interpersonal skills that are appropriate for individual styles, personalities, cultures, the nature of the work, and the environment in which the work is being done.
Practices honest, respectful, and direct communication as well as active listening.