Posted: November 18, 2025
Expires: January 17, 2026
Pathway, Inc.
505 Hamilton St., Toledo, OH 43604
ESSENTIAL FUNCTIONS OF THE POSITION:
Works directly with clients on an individual basis and provides program and general Agency information via in-person, telephone, or home visits. Verifies and processes client information to determine state eligibility and federally funded programs. Identifies additional client needs and provides education, and makes recommendations for referrals to additional Agency or community partner programs when necessary.
- Greets, directs, and informs clients of all Agency programs in person, by telephone, or home visits. Specific time will be spent educating our clients on the Home Energy Assistance Program (HEAP), Winter Crisis Program (WCP), Summer Crisis Program (SCP), Percentage of Income Payment Program Plus (PIPP+), and other fuel funds and crisis programs.
- Understands program eligibility guidelines to process applications for HEAP, WCP, SCP, and PIPP+ for Toledo Edison and Columbia Gas.
- Conducts client interviews to identify their Agency-related needs.
- Assists client(s) by verifying income to determine eligibility for utility assistance and enters client information into the State of Ohio electronic systems database.
- Prints, scans, and uploads error-free applications containing all required documents and the client's signature(s).
- Serves as an advocate with utility vendors and community agencies. Places vendor utility accounts in good standing by pledging or re-verifying client utility accounts. Relates accurate information to clients promptly.
- Communicates with other human services agencies.
- Makes referrals to other internal and external programs as needed.
- Maintains client files for audits.
- Explains the appeal process in detail to clients when required.
- Performs home visit services for elderly, homebound, and disabled clients.
- Secures an interpreter when needed for non-English speaking clients.
- Provides services for satellite sites.
- Assists in the HEAP processing office when requested. Answer telephones, provide accurate and correct information, alphabetize applications, verify duplicate applications, verify income guidelines, and file.
- Works with staff on collaborations, outcome reviews, meetings, client inquiries, and other job-related topics.
- Attends initial orientation and periodic training sessions as required to enhance Agency and program knowledge.
- Provides in-service training for program-related software to other department staff when directed.
- Reviews client(s) applications when directed.
- Provides community outreach services.
- Other related duties as assigned.
QUALIFICATIONS:
- Provides a quality client service experience for all clients by delivering compassionate, active listening, and responding to clients' needs promptly.
- Must be able to complete various duties while simultaneously maintaining each program's processes, rules, and guidelines.
- Must have excellent client service skills, in particular de-escalation.
- Must be patient, even-tempered, and flexible.
- Must be action-oriented.
- Must have excellent problem-solving skills.
- Must have excellent verbal and written communication skills – listening: ability to communicate complex funder rules to the client's level of understanding.
- Must have excellent technical skills (e.g., PC applications).
- Must be results-driven.
- Must be able to work with and be sensitive to the needs of the low-income clients.
- Must possess excellent interpersonal skills (i.e., able to work with clients with courtesy and a genuine concern for a person's well-being), along with being an ambassador for the Agency.
- Must be organized and have good record-keeping skills.
- Must be able to work with minimal supervision.
- Must be able to work with a positive attitude and work cooperatively as a team player with other staff members.
- Must be able to travel in and out of town for training related to this position.
- Must have an automobile, a valid Ohio driver's license, and be adequately insured.
EDUCATION:
High school diploma/GED required. Some post-secondary education in social work or a related field is preferred. Prior non-profit, community action Agency, human service, or call center experience is preferred.
WORKING CONDITIONS:
High-volume client service office assisting low-income individuals in crisis and managing calls for Agency staff and programs. Requires the ability to operate a telephone, a personal computer, a fax machine, and a copier. May work some extended office hours.
ADA: Duties of this position are performed primarily in an office setting, enduring normal office noise. Local and long-distance travel is required, encountering the normal and sometimes hazardous driving weather conditions. Occasionally, standing, sitting, or walking for extended periods. May be required to lift up to thirty (30) pounds.