Customer Engagement Outreach Specalist Ilcao-

Job description

Looking for a mission-driven career?
Do not just touch people's lives; help them change their lives.
Working with the Ironton-Lawrence County Community Action Organization job; it is a mission. The
ILCAO is a role model community agency that positively helps people in our community overcome
significant obstacles, like losing careers, finding excellent housing and award-winning healthcare,
or even the foundations of an outstanding education. Sounds exciting, then we want
Our mission is to measurably improve the well-being of our community by supporting those in need. The ILCAO
has over a dozen departments that provide services and health care to large-scale economic
development projects. Our departments touch every aspect of life, and our employees are mission-driven
agents. We believe we can each experience the positive change we want to see in o
It is a wonderful place to work!
At ILCAO, we consider our team members more than just employees; they are our organization. We offer
competitive pay and an extensive list of benefits, and the value we place on our team members. Here
are a few:
• Medical Insurance
• Company paid single Dental and Vision coverage
• Paid holidays
• Personal days
• Vacation time
• Sick time
• 403b with company match

Job Overview
The Customer Engagement/Outreach Specialist serves as the first and final point of contact for clients accessing services through the Empowering Services Department. This position is responsible for welcoming clients, conducting intake and eligibility screening, collecting and verifying documentation, scheduling appointments, processing program checkouts, maintaining accurate records, and providing exceptional customer service across multiple divisions and programs. The Engagement/Outreach Specialist is also responsible for conducting HEAP home visits and participating in special events promoting Empowering Services programs.
The Customer Engagement/Outreach Specialist ensures clients are connected efficiently and respectfully to available services while maintaining confidentiality, compliance, and accurate data entry in accordance with agency, state, and federal guidelines.
Key Responsibilities
1. Client Check-in & Customer Service
a. Greet and assist clients in person, by phone, and electronically in a professional and compassionate manner.
b. Conduct initial basic intake for department and division check in.
c. Maintain organized and accurate client files and records.
d. Ensure confidentiality of all client information in compliance with HIPAA and other applicable regulations.
e. Provide crisis-sensitive and trauma-informed customer service.
f. Assist clients with completing forms and applications.
g. Coordinate communication between program staff and external agencies.
h. Maintain daily logs, reports, and statistical data related to check-in activities.
2. Client Checkout & Program Processing
a. Complete checkout procedures for clients after services are rendered.
b. Ensure that each client is aware of Resource Navigation Specialist services prior to completing checkout.
c. Verify all required documentation and signatures are complete prior to case closure or service completion.
d. Maintain daily logs, reports, and statistical data related to check-out activities.
e. Support compliance reviews, audits, and reporting requirements as needed.
3. Administrative Support
a. Enter and maintain accurate data within agency databases and case management systems.
b. Assist both front desk and exit desk office operations on a rotational basis.
c. Participate in staff meetings, trainings, and professional development activities.
Key Competencies
1. Interpersonal Communications:
a. Uses clear, polite, and effective communication.
b. Professional with customer welcome and departure handling.
2. Empathy & Emotional Intelligence:
a. Listens to understand customer needs.
b. Comfortable validating customer experiencing, particularly in high pressure situations.
3. Technical Proficiency:
a. Familiarity with computer systems.
b. Familiarity with building safety systems.
4. Attention to Detail:
a. Accurately handles documentation.
b. Protects personal information.
5. Problem-Solving & Adaptability:
a. Ability to quickly address issues.
b. Ability to handle high-tension situations.
6. Time Management:
a. Efficiently manage check-ins and check-outs to reduce wait times during peak hours.
7. Resource Coordination & Referral
a. Maintain up-to-date knowledge of local resources, social services, and programs to link clients with appropriate support.
b. Design and distribute clear, accessible outreach materials (e.g., flyers and newsletters) to improve awareness and engagement.
c. Coordinate individualized and program-level service plans based on current and emerging needs identified through surveys and assessments.
8. Organization & Record Keeping
a. Maintain accurate documentation of all client interactions, service plans, referrals, and outcomes in accordance with program guidelines.
b. Post and adhere to a written work schedule at all assigned service and outreach sites.
9. Professionalism & Ethics
a. Uphold confidentiality, professionalism, and ethical standards in all client interactions and documentation.
b. Exercise sound judgment when addressing client concerns and referrals.
c. Demonstrate accountability, integrity, and transparency in service coordination and reporting.
10. Planning & Evaluation
a. Utilize data collected through assessments and surveys to assess program effectiveness and inform annual service plans.
b. Demonstrate a strategic approach to planning, evaluating, and improving service delivery at both the individual and program levels.
Qualifications
1. Education
a. High School Diploma or GED required; Associate degree in Human Services, Business Administration, Social Work, or related field preferred.
2. Experience
a. Minimum (1) year of customer service, intake, administrative support, or case management experience preferred.
b. Experience working in non-profit, social service, healthcare, workforce, or community-based settings preferred.
c. Proficiency in Microsoft Office Suite and data entry systems.
d. Strong verbal and written communication skills.
e. Ability to work with diverse populations in a respectful and culturally competent manner.
f. Ability to maintain confidentiality and handle sensitive information.
g. Strong organizational skills and attention to detail.
Reports To:
• Resource Navigation Manager

Work Environment:
• Primarily office based with frequent travel to client homes.
• Fast-paced, service-oriented atmosphere with frequent multitasking.
• Moderate noise levels and high customer foot traffic.
• Must work independently, with minimal supervision, while maintaining high productivity and accuracy.
• Regular use of standard office equipment and software, including Microsoft 365.
• Occasional lifting of supplies or program materials (25lbs-50lbs).
• May involve potentially high-risk situations with aggressive client behavior, requiring safety precautions.

EMPLOYEES MAY BE REQUIRED TO FULFILL OTHER POSITION RESPONSIBILITIES TEMPORARILY OR TO EXPAND CURRENT DUTIES BY UPDATING THE DESCRIPTION.
EXTENUATING CIRCUMSTANCES MAY OCCUR, WHICH CAUSE EXEMPTIONS TO THE ESTABLISHED STANDARDS. IF THIS OCCURS, A FULL EXPLANATION IS REQUIRED.