Program Assistant

Position Summary

The Program Assistant is responsible for assisting FSL Home Improvement staff with day-to day tasks to ensure compliance with all contractual guidelines.

This position does not have direct reports.

Essential Functions:

% of Time

Client Service

• Schedules service work as necessary
• Determines client eligibility for various programs, and types of repair services to be provided
• Monitors assignments and quality of service delivered.
• Ensures client files are current and organized according to the established filing system
• Refers clients to internal and external service providers as needed
• Documents and responds to complaints in a timely manner

40%

Program Support/Compliance

• Performs a variety of clerical duties and assists others in the program or department.
• Strives to better the organization by participating in quality improvement activities associated with this position and department.
• Always maintains strict confidentiality, in accordance with state and federal laws.
• Acquires awareness of various funding sources and their requirements.
• Assists in creating and preparing billing documents to be submitted to funders

40%

Continuous Improvement & Quality

• Ensures compliance with all FSL policies, procedures, and practices regarding the Home Improvement program, and other contract requirements; and applies knowledge to the work in accordance with quality standards
• Participates in assigned work teams, as requested and appropriate
• Engages in continuous improvement efforts, as assigned, and strives to continuously improve the service delivery and self
• Communicates daily and as necessary with colleagues, supervisor, and leadership

10%

Administrative

• Types memos, correspondence, reports and other documents
• Updates reports and databases as needed.

5%

Miscellaneous

• Other duties as assigned

5%

Requirements

Education & Experience, Knowledge/Understanding

• High School Diploma or Genera Education Diploma
• Previous customer service experience
• Valid AZ driver's license and acceptable MVR
• Must be at least 18 years of age
• Clear fingerprint background screening through the Department of Public Safety and comprehensive background clearance

Skills

• Strong verbal, written, reading, and listening communication skills to include communicating clearly, effectively, tactfully, and patiently to a diverse population.
• Strong interpersonal skills and demeanor with the ability to build rapport and garner trust with others.
• Proficient in the use of a PC; in a Windows environment; in the use of the Internet; and in the use of MS Office Applications such as Outlook, Team, and Word.

Abilities

• Ability to work both independently and collaborative as part of a team

• Ability to travel up to 10% of the time with use of own vehicle to various job sites within Arizona/Greater Phoenix Areas/Maricopa County
• Ability to understand and solve problems by applying basic analytical skills to include undertaking a process of information and data collection and analysis for integration purposes; Identifying and making sets of information and determining their relationships; codifying this data to detect trends and issues in the data and information in a logical and factual manner; making logical deductions from data; and identifying a solution for resolving the problem.  
• Willingness and ability to embody FSL's core values:
  • Have passion for our mission
  • Follow the golden rule
  • Do the right thing
  • Begin with a can-do attitude
  • Find a better way
  • Be your best

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.

• Office environment with own desk, telephone and computer
• Sitting for extended periods of time

Preferences

• Bilingual in English/Spanish
• Previous experience in construction industry
• Previous experience in social services industry
• Knowledge of building science and weatherization