Utility Assistance Coordinator (Customer Service II)

A career with Johnson County Government is more than just a job, it is an opportunity to serve a diverse and expanding community in meaningful ways. We challenge ourselves to be a different kind of government because we care deeply about our community and each other. Johnson County's Department of Human Services has a full-time open position for Utility Assistance Coordinator (Customer Service II) which works directly with Human Services clients. First review of applications for this job will begin on February 3, 2021.

This position includes coordinating utility assistance, Kansas City Medicine Cabinet, food pantry, and various other services. The Utility Assistance Coordinator will develop and maintain working relationships with not only internal employees but also work with the public which includes utility companies, community agencies, churches, civic organizations, and volunteers. The Utility Assistance Coordinator will serve as a community resource and referral to clients needing services beyond utility assistance.

Additional duties includes:

• Answers phones through Outreach's Multi-Service Center call center, refers calls and customers; completes eligibility screening forms, greets customers and gives standard information in response to phone, email, or in-person inquiries; serves as a subject matter expert; provides solutions and recommendations for complicated issues; tracks and monitors calls to provide quality control; provides training to other staff.
• Provides utility assistance, food pantry, and vouchers for the Kansas City Medicine Cabinet; meets with clients 1:1, currently due to Covid, most appointments are completed virtually from the office with the exception of curb side food pantry.
• Creates and maintains files both public and confidential; inputs data into systems; creates and distributes reports and analyzes data to determine problems or trends; initiates written or oral correspondence; schedules appointments, meetings, and other functions.
• Assists customers with completing routine and non-routine forms when appropriate; collects forms and any supporting documents; reviews for accuracy and completeness; obtains client information as well as signatures on required permission and consent forms; explain policies, and payment options. Based on information received, researches account information; makes determination on coordination of services/resources, and organizes referrals to current staff or outside agencies; copies, collates, and routes forms to appropriate locations or staff.
• Resolves a variety of non-routine customer complaints and concerns; may provide follow-up to ensure customer satisfaction and follow-up with community partners.
• Assists in the food pantry as needed with donations such as sorting and organizing food and preparing client food pantry requests; works with food pantry volunteers.

High school diploma or equivalent and one year of customer service or related experience are required.

Advanced degree in the social services field; fluency in Spanish; and experience in social services and working 1:1 with clients are preferred.

Experience can substitute for education. Education can substitute for experience.