Operations Assistant
BASIC FUNCTIONS: This position provides support to the operations of the Weatherization program with focus on the Outreach, Operations and Quality Assurance departments. This position also analyzes work flows and provide recommendations for process improvements.
REPORTS TO: Vice President of Weatherization FLSA: Non-Exempt
GENERAL DESCRIPTION:
This position provides support to many areas of the Weatherization program including Outreach, Operations and Quality Assurance. The Operations Assistant will support all of these areas by completing work within each respective area of the program on an ‘as needed’ basis. This position will assist with the outreach process in many ways including but not limited to; identifying potential customers, sending mailers, reviewing returned applications and scheduling. The Operations Assistant will also provide support to the Operations Coordinators through communication with contractors, entering data into various software programs and tracking jobs throughout the Weatherization process. This position works closely with the Quality Assurance and Compliance department to ensure that jobs that have been completed were done in accordance with guidelines set forth by the Weatherization Manual as well as local and state codes. The Operations Assistant will also analyze various elements of the program’s processes and make recommendations to improve communication and expedite services.
Job Responsibilities:
Process Improvement
- Continuously analyze Weatherization work flows and provide recommendations for process improvements
- Utilize data to generate reports that support recommendations of changing current weatherization practices
- Provide support to different areas of the Weatherization program to help achieve contract goals and objectives
Outreach Support
- Identify, verify and assist low-income families that are eligible for Weatherization services
- Target potential customers living within the City of Milwaukee as well as Milwaukee, Waukesha and Jefferson Counties; and work with them throughout the entire application process
- Generate sufficient applications to reach program and contract goals
- Identify multi-unit properties with one or more tenants receiving energy assistance and then work with the property manager to identify additional tenants to meet the required level of 50% of tenants that are receiving energy assistance.
- If necessary, assist tenants with energy assistance process to reach the required level of 50%
- Review and verify information on applications as a means of determining eligibility per Department of Energy Weatherization manual.
- Provide assistance throughout the application process to the tenant, property manager and building owner in order to qualify the property for an energy audit
- Send appropriate documentation and application materials to the tenant and/or owner
- Provide follow-up services to ensure completion of the application and verification process
- Contact eligible clients to indicate forthcoming service expectations; send approval letters and weatherization information flyers.
- Maintain customer contact via phone, email and in writing during the application and verification process
- Obtain copies of all correspondence and supporting documentation as required by the Home Energy Assistance Program (WHEAP)
- Maintain communication with Energy Services specialists from WHEAP to help clients apply for benefits.
- Maintain communication with Energy Services Inc. (ESI) regarding client status, outcomes and program objectives.
- Maintain communication with Weatherization auditors
Operations Support
- Utilize job tracking tools and spreadsheets to enter and process new jobs
- Based on information provided by the Energy Auditor, communicate with contractors and send via email: WisWap work orders, energy audit photographs, NEAT, and diagnostic workbook
- Communicate with contractors to confirm that work orders and invoices are received
- Follow up with contractors to ensure that work is being completed in the specified timeframe
- Monitor status of jobs on a daily basis
- Confirm that the WisWAP breakdown from energy auditors is correct and all documentation is ready to send out.
- Ensure necessary documentation including approvals and signatures are in the files.
- Create crew packet for the Scheduler that includes scope of work to be completed
- Coordinate with Scheduler to inform that mechanical work has been completed so crews can be scheduled for insulation work
- Receive invoices from subcontractors and check against bid price to ensure correct pricing
- Process invoices and enter measures into WisWAP
- Communicate with QA & Compliance department regarding callbacks and enter invoices from callbacks into WisWAP
- Breakdown material cost by measure and enter information into internal system
- Enter materials cost into WisWAP
QA & Compliance Support
- Answer all incoming calls of the Weatherization program, provide assistance and transfer calls to appropriate personnel when necessary
- Receive and enter all client complaints into the Complaint Log
- Monitor the progress of each complaint to ensure there is a quick closure to the complaint.
- Print and send guidebooks to owners of single family homes
- Notify contractors and/or call-back crew if a call-back is warranted
- Process invoice and install measures needed for call-back into WisWAP
- Track call-backs to ensure they are handled in a timely manner
- Document and provide reports on all issues related to call-backs
- Schedule final inspector to the unit for inspection and to obtain signatures after call-back has been completed
- Update WisWAP with final cost after call-back has been completed
- Submit callbacks to contractors.
- Submit files to Compliance Officer to close file.
Compliance Officer
- Review all client files and paperwork from crews and contractors to ensure all aspects are in compliance of DES requirements and the Weatherization Manual.
- Notify appropriate staff and manager of issues relating to compliance
- Assist with the creation, implementation and documentation of corrective action plans to meet compliance objectives
- Maintain files for documentation, record keeping and disposal dates
- Prepare files for internal and external audit reviews and work with auditors as necessary
- Complete monthly report that analyzes contractor performance and address any issues or concerns
- Create necessary reports and complete compliance measures
- Other duties as assigned by manager or President & CEO
Job Skills Requirements:
- Strong organizational and time management skills
- Excellent communication and interpersonal skills
- Ability to keep several projects moving and on target simultaneously
- Ability to demonstrate problem solving, mathematical, reasoning and organizational skills
- Ability to read maps and locate addresses using GPS and other online tools
- Understanding of local geography, cities, towns and rural communities
- Knowledge of Microsoft Office
- Ability to operate within databases including WisWAP and WHEAP
- Must maintain strict confidentiality
- Must have a valid WI Driver’s License
Education Requirements:
- Four-year college degree preferred; or 2-5 years of related experience
Desired Characteristics:
- Bilingual English/Spanish
- Some knowledge of State Energy Assistance program
- Some knowledge of building construction, heating systems and weatherization
La Casa de Esperanza is an equal opportunities employer.
