United Way of Central Indiana
  • - Community Impact
  • Indianapolis, IN, USA
  • Full Time

Quality Assurance Associate – Energy Assistance Associate

Granted Funded through June 12, 2020

Impact Team

United Way fights for the education, financial stability, health and basic needs of everyone in our community.

We pursue this vision in all we do as we ask our community to give, advocate and volunteer. We believe that vision can only be achieved if pursued with shared values, and therefore place great emphasis on building a team that will pursue this vision together with CARE. This is an exciting time to be part of United Way of Central Indiana's team as we embark on a new strategic framework that fosters innovation, builds community partnerships, and integrates across traditional functional areas.


Position Summary

Provide oversight of the EAP Quality Assurance review process to ensure the timeliness and critical quality review from initiation to completion. Provide training for temporary intake and quality assurance staff for the Energy Assistance Program (EAP) in collaboration with partner organizations. Oversee daily process to ensure excellence in customer service by meeting application processing standards and timelines. Manage appropriate databases and run reports as necessary to meet program compliance and customer service standards. Ensure application files are maintained in a manner consistent with program audit standards. Provide direct customer service to partner organizations and EAP clients with questions regarding the processing of their applications. Work with the partner organizations and temporary staff to identify and correct errors in processing both mail-in and appointment applications.

Position Duties & Responsibilities

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Under the direction of the Community Impact Senior Director the Associate will manage and implement overall Quality Assurance for EAP. Specific duties include:

• Proactively ensure the quality of processed applications for EAP on a team with direct reports and partner organizations team members.
• Provide Quality Assurance Specialists direction to maintain a minimum of 10% quality review of applications at all times over the course of the program season. During the first two months of the program quality review will be at minimum of 25% to identify areas of additional training needed.
• Maintain database accuracy to track applications processing timelines, intake specialists training needs, and identify changes to process to maintain program compliance. Analyze program reports on program status, develop and implement program and process changes to maintain program compliance and integrity.
• Bridge various project components, including EAP partners, team members, and utility vendors.
• Coordinate the training process for various intake specialists and quality assurance specialists with EAP partner organizations. Provide technical assistance on program guidelines and the use of the database as needed.
• Process EAP applications as needed throughout EAP season.
• Provide direct customer service to EAP applicants to answer questions, review appeals, mitigate utility crisis, and provide additional referrals for services.
• Prepare Excel documents and other reports accurately and efficiently as necessary.
• Assist in preparing data and information for reports to funders, volunteers and the community at large.
• Other duties as assigned to remain in compliance with State EAP guidelines and customer service standards.


To perform this job successfully, an individual must be able to perform each essential job function satisfactorily and be present in the office while performing those functions. The requirements listed are representative of the basic knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The individual in this role must display the highest level of integrity and confidentiality. United Way also values innovative thinking, and a successful candidate will be a self-starter who can work within the team to achieve goals and objectives. The individual should have effective communication skills, attention to detail and organization, and flexibility and adaptability. The individual will also maintain knowledge of trends in his/her area of responsibility and review literature to understand key issues.

Excellent project management and public relations skills required. Ability to define problems, collect data, establish facts, and draw valid conclusions. A demonstrated ability to effectively administer a multifaceted project in multiple environments is required.

Must have effective organizational and interpersonal skills, the ability to work independently, a talent for forming and maintaining relationships, and an aptitude toward achieving outcomes. Initiative, detail and team orientation are essential.

Must have the ability to analyze and synthesize information from a variety of sources and make recommendations to inform current and future work.
Must have the ability to work independently with little-to-moderate oversight, while providing consistent and complete communication to ensure the Community Impact Senior Director is informed and engaged.

Must possess a high level of computer proficiency and knowledge of various computer and database software, with particular skill in Microsoft Excel, Word, and Outlook.

Education and/or Experience

Significant and relevant work experience in coordinating projects in the customer service, membership services, or other fields that involve coordinating activities between co-workers, customers, and volunteers such as scheduling, tracking project status, etc. Experience working with and managing databases is required. Experience with federal eligibility-based program compliance and processing preferred.

Physical Demands

The physical demands described here are general representations of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit, reach with hands and arms, talk, and hear. The employee frequently is required to use hands to touch and handle objects. The employee frequently stands or walks.

• The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Office setting, with sustained use of a computer.
• The noise level in the work environment is minimal to moderate.
• Maintains personal/professional competency and works to create an environment of courtesy, respect, enthusiasm, and a positive attitude in all interactions both internal and external to the organization.

Core Competencies

United Way of Central Indiana's team is evaluated on the following core competencies:

• Courage
• Accountability
• Respect
• Excellence
• Thinking Strategically
• Stakeholder Experience
• Effective Communication

Position Leader:      Community Impact Senior Director
FLSA Status:           Exempt, Full-Time, Salaried, Grant Funded thru June 12, 2020
Salary Range:          Mid $40,000's
Benefits:                  Complete Benefits Package Available

Equal Opportunity Employer
Please apply at uwci.org/careers
This position description does not constitute a contract of employment or a guarantee of any terms or conditions of employment. UWCI employees are employed on an at-will basis. In addition, nothing in this position description restricts UWCI's right to assign or reassign duties and responsibilities to this position at any time.

This position has been closed and is no longer available.
United Way of Central Indiana


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