Energy Assistance (Eap) Quality Specialist

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ORGANIZATION:
Area Agency on Aging and Community Action Agency for Northwest Indiana, founded in 1965, the
NWICA Mission is: To help people to be independent and advocate for those who can’t. We do this by
helping individuals of all ages and families, through direct services and referral.
Serving residents in Lake, Porter, Jasper, Newton, Pulaski, and Starke Counties
Revenues: $24 million.

FUNCTION:
Reporting to the EAP Supervisor, the EAP Quality Technician performs all quality assurance review
activity to ensure that participant eligibility and all other program regulations are in compliance with
HCDA and NWICA policy and procedure. Activities include a thorough client file review, tracking and
trending non-compliance concerns and following up regarding these concerns with the contracted
intake sites.
The EAP Quality Technician is expected to be an active participant in the agency’s mission, vision, and
values. He/she shall work to ensure consistent, quality services to the agency’s constituents,
demonstrate enthusiasm, initiative, and flexibility in assignments and maintain positive working
relationships and communication with all agency personnel, will be inclusive, communicative and will
establish himself/herself as a primary resource to those he/she supervises.

MAJOR DUTIES:
• Maintain full understanding of program requirements, procedures, goals, as well as IHCDA and
internally established measurement systems, including satisfactory performance thresholds.
• Reviews at least 20% of submissions to determine intake site and NWICA timeliness and accuracy
of submissions.
• Ensure timely completion of corrective action by EAP intake sites.
• Maintain a full understanding of NWICA and vendor contract requirements
• Conduct data checks to identify performance problems and ensure that corrective measures
• Inputs information into computerized systems for information management, storage and
retrieval; inputs and retrieves applications, inputs status and other changes. Assists in error
reports and corrections.
• Cooperates and coordinates with NWICA staff to enhance internal and external communication
to meet agency goals and objectives.
• Participate in regular staff meetings, staff training programs, supervisory sessions and accept
responsibility for aiding the development of positive team relationships.
• Other duties as assigned by the EAP Supervisor.

MINIMIM QUALIFICATIONS:
• A high school diploma or G.E.D. certificate;
• At least 1 year of customer service experience required.
• Excellent math and problem-solving skills.
• Effective communication skills with staff, clients, service providers and general public.
• Understanding of the eligibility process.
• Understanding of low-income and elderly populations.
• Ability to coordinate and communicate effectively with customers, service providers, staff
members and the general public.
• Ability to organize and prioritize multiple tasks.