Position Description

Commonwealth of Pennsylvania
POSITION DESCRIPTION FOR JOB POSTING
Position Number: 50696477	Description Activated On: 7/28/2026 2:10:28 PM

Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively.

This position requires the applicant to answer calls and emails concerning the Low-Income Home Energy Assistance Program (LIHEAP) policy, eligibility, and procedures. The Energy Assistance Worker (EAW) will provide technical assistance on the Commonwealth of PA Access to Social Services (COMPASS) website and MyCOMPASS PA mobile application to those applying for LIHEAP online. In addition to connecting citizens to other community resources that may assist or supplement available services when a household is not eligible for LIHEAP, has exhausted their LIHEAP benefit, or has an extraordinary need that we cannot meet. In addition, EAW’s take applications and review them for LIHEAP eligibility and process them to completion.

Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor.

The employee occupying this position is responsible and accountable for determining eligibility for both the cash and crisis components of the Low Income Home Energy Assistance program (LIHEAP).
Constantly answer phone calls, communicating effectively, both orally and in writing, with staff, clients, and public. Obtain and evaluate information to confirm eligibility or ineligibility for LIHEAP benefits.
Establish benefit eligibility with the use of federal regulations.
Communicate orally or in writing to customers and third-party contacts via mail, telephone and face-to-face interviews.
Request or verify information needed to determine eligibility and complete forms, letters and memos addressed to the customer or third party.
Handle all LIHEAP applications by reviewing for completeness and by sending notification if more information or verification is needed. Dispose of applications within thirty days of the application date by analyzing, assembling and evaluating information provided by the customer to determine eligibility/ineligibility.
Objectively interact with customers in potentially stressful situations and settings by providing information and referrals appropriate to the nature of their needs.
Use computer systems CIS, eCIS IEVS, and PACSES to gather necessary information in making eligibility/ineligibility determinations.
Work with customer and vendor to arrange for handling of crisis situations.
Responsible to image LIHEAP applications and documentation into electronic records.
Minimal travel or meeting attendance is required.
Responsible to review e-mail and What's New for updates or information.
Makes independent decisions regarding the determination of eligibility for the LIHEAP program.

Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature.

Determines when to seek supervisor’s assistance.............................................................................................................................................................................

Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License

Experience:

Licenses, registrations, or certifications:

1.   N/A

2.   N/A

3.   N/A

4.   N/A

5.   N/A

6.   N/A

Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.

1.	Travels to other work sites as required.
2.	Constantly operates various types of office equipment such as; but not limited to, personal computers, copy machines, fax machines, data entry devices
3.	Constantly interacts with employees, customers and management while frequently simultaneously utilizing various computer applications.
4.	Constantly uses computer applications to generate written communication by utilizing forms, memos, emails, narratives, etc.
5.	Constantly communicates effectively, both orally and in writing, with staff, clients, and public
6.	Constantly learn and appropriately apply policies, procedures and regulations pertaining to LIHEAP programs.
7.	Constantly obtain, assemble, analyze and evaluate information to determine eligibility for LIHEAP benefits.
8.	Frequently learn job related materials through various media and teaching methods.
9.	Constantly interact objectively and with sensitivity to employees, applicants, customers, management in stressful or difficult situations.
10.	Assigned work duties are performed in a controlled office environment.