Program Assistance Center (PAC) Client Services Administrator

POSITION SUMMARY

The Client Services Administrator (CSA) serves as a frontline representative of the Program Assistance Center (PAC), providing compassionate, high-quality customer service to individuals and families seeking energy assistance. This role supports clients in person and by phone, guides them through the application process, connects them to available resources, and ensures accurate documentation and timely service delivery. The CSA plays an essential role in helping vulnerable households and ALICE (Asset Limited, Income Constrained, Employed) families navigate complex assistance programs while contributing to the overall success of the Program Assistance Center

This position is based in the Kalamazoo office with the opportunity to work a hybrid scheduled of 3 days (Tuesday, Wednesday and Thursday) in office and 2 days remotely. Occasional travel to other United Way of South Central Michigan offices and throughout the service region may be required for meetings, training, or other business needs.

KEY RESPONSIBILITIES

Equity, Diversity and Inclusion:

• Contribute to an equitable, diverse and inclusive organizational culture that centers people in every solution, process and function.
• Commitment to trauma-informed and people-centered care principles, with an understanding of the impact of trauma on individuals and communities.

Client Services & Resource Navigation:

• Welcome and assist walk-in clients by answering questions, completing applications, and providing support with State Emergency Relief (SER) applications when appropriate.
• Respond to clients with empathy, professionalism, and a customer-focused approach.
• Assist clients in completing energy assistance applications, particularly those facing barriers or requiring additional support.
• Provide self-sufficiency services, including energy conservation education, weatherization referrals, vendor advocacy, and needs assessments.
• Protect client confidentiality by adhering to all privacy, security, and data management requirements.

Collaboration & Program Support

• Maintain accurate, thorough, and timely case documentation for all client interactions, application updates, and case activities.
• Communicate with utility vendors and partner agencies using approved procedures and communication templates.
• Manage outgoing client mail by preparing, assembling, and distributing program mailings in a timely and accurate manner.
• Maintain an organized inventory of energy education materials, and program flyers, ensuring supplies are stocked and current.
• Contribute to continuous improvement efforts by identifying opportunities to enhance client service and program operations.

Other duties as assigned.

JOB REQUIREMENTS

• Demonstrate a commitment to equity, diversity, and inclusion and ability to apply anti-oppressive and anti-racist principles in the workplace.
• Ability to work with a broad range of clients with a focus on creating access for historically underrepresented and marginalized
• Minimum of 3 years working in a call center or customer service field with data input & Microsoft Office experience.

• Strong attention to detail and ability to manage time effectively in a fast-paced setting.
• Excellent organizational and communication (both written and oral) skills.
• Good problem solver, consensus builder, and decision maker.
• Willingness to adapt to changing procedures and priorities.
• Proficiency in using database software and Microsoft 365 applications including Excel, Word, PowerPoint and Outlook.
• Ability to maintain confidentiality.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

• Ability to work in front of a computer for extended periods of time.
• Frequent sitting, standing and walking.
• Reliable transportation for local travel. Use of a personal motor vehicle for transportation requires proof of insurance and the driver must have a valid Driver's license. Candidates must pass a Motor Vehicle Record standard.
• Occasional work outside of normal business hours.
• Successful completion of a criminal background check.

SALARY: All the roles within UWSCM have pay ranges that are commensurate with the knowledge, skills, and abilities of the successful candidate. The hourly rate for this position is $19.49.  

ABOUT UWSCMI 

United Way of South Central Michigan (UWSCMI) gathers the power of three legacy organizations-Capital Area United Way, United Way of the Battle Creek and Kalamazoo Region, and United Way of Jackson County-to mobilize financial and volunteer resources, partners, and voices, creating equitable and lasting change for the most vulnerable people in our communities. 

Our vision: Strong, caring communities where every person is valued, thriving, and connected for the common good. 

Our path: Our work lifts our local communities by reducing racial and economic disparities; addressing the needs of ALICE (Asset-Limited, Income Constrained, Employed) households in financial stability, education, health, and basic needs; and creating opportunities for every person to reach their full potential.   

EQUITY, DIVERSITY AND INCLUSION   UWSCMI is committed to dismantling systemic inequities that continue to cause harm for Black, Indigenous, and other People of Color (BIPOC), Lesbian, Gay, Bisexual, Transgender, Queer, Intersex, and Asexual (LGBTQIA+) people, women, and people with disabilities. To do so, we are dedicated to building capacity and accountability into our policies, practices, and partnerships. 

NOTE 

All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship. 

BACKGROUND CHECK DISCLOSURE 

We require background checks for certain roles. The checks are completed by ProScreening and results are only ever communicated to the Hiring Manager if they may impact someone's employment. We do not use prior arrests, only convictions. These convictions will only be considered as hiring criteria if they are directly connected to the roles & responsibilities of the job (for example, financial related convictions for a finance officer). We know that the criminal legal system is not equitable, and negatively impacts marginalized communities - specifically people of color - at rates much higher than other identities. This is why our background check process is only in place for explicit situations.   

TOTAL REWARDS PACKAGE 

United Way of South Central Michigan offers a competitive total rewards package including a competitive salary, medical coverage with an employer contribution of 85% towards single coverage and 70% towards dependent coverage, dental and vision with a 90% employer contribution towards single and dependent coverage, life insurance with an employer-paid benefit of 2 times annual salary, short-term disability and long-term disability effective the date of hire. In addition, United Way provides a 10% employer contribution into the 403(b) retirement plan each year with full vesting after 3 years of service and 20 days Paid Time Off, 13 days Paid Sick Time, 5 Paid Volunteer Days, 3 Floating Holidays and 11 Paid Holidays each year (Paid time off, sick time. Paid volunteer time and floating holidays are prorated the first year).