Utility and Benefits Intake Support

Utility & Benefits Intake Support (AmeriCorps Volunteer)

Position Summary 

The Utility and Benefits Intake Support (Bilingual – Spanish/English) supports families in achieving housing stability and preventing crises that can lead to involvement in the child welfare system. This role is vital in helping families remain safely housed by connecting them to essential resources such as rental and utility assistance, energy conservation programs, public benefits, and emergency financial support. The Utility and Benefits Intake Support works directly with families to assess their needs, screen for program eligibility, and guide them through the enrollment process for services that reduce financial strain and promote long-term self-sufficiency. This includes access to programs like SNAP, LIHEAP, Medicaid, rent and property tax rebates, and more. Additionally, this position provides referrals to wraparound supports such as financial coaching, career services, health education, and children’s programs — all of which contribute to a family’s ability to maintain stable housing and avoid system involvement. Services are provided in both English and Spanish to ensure equity and accessibility for the community. 

The Utility and Benefits Intake Support works with the families for one month, to monitor progress and ensure they follow through with appointments and commitments. Families needing additional support and/or going through a critical situation will be referred to Congreso’s Family Empowerment Center for further assessment and additional services. 

This position reports to the Tax and Benefits Manager. This is an On-Site position with onsite work conducted at Congreso's main office and occasionally within the community Mondays through Thursdays with the ability to work remotely on Fridays. Work location is subject to change based on program needs.  

The Utility and Benefits Intake Support applies the principles of the organization’s signature service delivery approach, Primary Client Model (PCM™), by promoting a positive employee/client-focused experience that is appreciative of the unique strengths, values and needs that each individual brings; and by using data to inform and drive decision making. Attention is given to compliance, quality assurance, and best practices as they relate to the role. 

Congreso is committed to attracting and retaining candidates who have a passion for their work and will serve as ambassadors of the agency’s mission, values, and DEI&B vision.  We encourage all qualified individuals, including those of diverse backgrounds, differently abled, LGBTQ+, and women to apply.  Congreso is an Equal Opportunity Employer. 

Essential Functions 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential 

functions listed below. 

Represents Congreso’s mission, values, and commitment to diversity, equity, inclusion, and belonging and will be an ambassador of our work.  

Public Benefits, Utility Assistance, and Other Services 

Screen families (appointments, walk-ins, & referrals) to determine their social service needs. 

Maintains a weekly presence at the Tax Site program to screen and schedule clients for utility & benefit services; during tax filing season (February-April) 

Submits applications on behalf of clients for public benefits, utility assistance, and other services. 

Records each service and contact with clients in the required database and maintains a file for each client with the proper documentation (paper & virtual files).  

Conduct 30 or 60-day follow-up with all clients to determine outcome of support provided. 

Submits client referrals to outside organizations and internal agency programs and conducts follow-ups after referrals are made. 

Participates in the development and maintenance of referral resources for clients. 

Provides a high level of customer service to clients, staff and external entities  

Administrative Duties 

Works closely with the program manager to ensure client files are up to date.  

Routinely monitors funder databases to ensure client information is up to date. 

Weekly data entry of client enrollment, dismissal, demographics, and program outcomes in Unidad. 

Keeps relevant data organized and easily accessible for department leadership and funders. 

Completes special projects specific to the function of the department, as needed.  

Competencies (Knowledge, Skills, and Abilities) 

All Staff Competencies 

Basic understanding of Congreso’s mission, values, DEI&B vision, Mission2Impact, Primary Client Model, programs, and services. 

Demonstrates knowledge and understanding of the community needs and demographics. 

Ability to understand, acknowledge, and assess client needs to provide a timely, trauma informed approach in service. 

Ensures the appropriate handling of sensitive information and understanding for issues such as confidentiality, domestic abuse, child abuse, and mandated reporter requirements. 

Adheres to all Congreso, departmental, programmatic, and security policies, procedures, and guidelines. 

Attends all Congreso trainings and in-services as required, including relevant professional groups to maintain professional, requisite knowledge and licensure. 

Attends, participates, and facilitates relevant staff meetings to promote communication and execution of goals. 

Ability to effectively use standard office equipment, including a variety of common software programs such as Office365, UNIDAD, and other customized databases. 

Follows through on assignments, works in a timely manner, within established deadlines, and completes special projects specific to the function of the department, as needed or as directed by supervisor. 

Demonstrates ability to work independently and collaboratively with diverse groups, in a compassionate, courteous, and respectful manner that fosters an inclusive environment. 

Strong written and verbal communication skills including effective and respectful communication with individuals and groups.  

Bilingual (Spanish/English) required. 

Supervisory Responsibilities:  

This position has no supervisory responsibilities. 

Minimum Experience, Education, and Qualifications 

Minimum Education:  

Associate’s degree preferred, high school diploma required. 

Minimum Experience:  

1 years’ experience in an office setting preferred. 

Demonstrated proficiency in Microsoft Office Suite, preferred. 

Certification/License:  

Mandated Reporter training required and may be completed post-hire.