Job Summary

This role is responsible to lead a team of consumer advocates, and customer service representatives handle various functions within the Payment Assistance Outreach scope.  This role will primarily manage the Payment Assistance Outreach Process as it relates to programs implemented but the New York State Department of Public Service and LIPA.  Partner with social service organizations to ensure benefits are received and processed timely for mutual clients.  Develop partnerships to increase customer enrollment in the Household Assistance Program.  Ensure that the program meets LIPA tariff guidelines, implement changes as recommended by NYS DPS, and public stakeholders.  Partner with other NY utilities and external not for profit or assistance organizations to ensure customers are aware of and enrolled in eligible programs HAP.  Look for ways to optimize and streamline processes and procedures by implementing process improvements or utilization of technology i.e. Robotics Process Automation (RPA) Promote and execute outreach opportunities, provide subject matter expertise on all projects and make strategic decisions on external organizational engagement.

Job Responsibilities

• Responsible for the development and implementation of new programs assisting PSEG LI's vulnerable customers.  Lead the activities and initiatives to implement various programs including but not limited to the Household Assistance Program, HEAP, ERAP, EAP credits and other programs developed by LIPA and/or NYS DPS.  Develop partnerships with various organizations including other NY utilities, outside stakeholders, NYS DPS, local social service organizations, to ensure mutual clients needs are met and to ensure compliance with regulatory changes.  Must be able to work with a cross-functional team which may include rates and pricing, regulatory, IT, customer experience, energy efficiency, marketing and call center to ensure programs are developed in accordance with objectives.  Must be able to meet strict deadlines.
• Lead initiatives to increase enrollment by 25% in PSEG LI's Household Assistance Program. Ensure development is effective and activities meet program objectives.  Review monthly reporting for accuracy and disseminate details to LIPA, and senior management.  Ensure over 15,000 customer applications are processed timely, accurately and in accordance with PSEG LI's policies and procedures.  
• Directly supervise a team of consumer advocates that deliver on the day to day outreach to various organizations across the service territory as they directly support initiatives to increase enrollment in eligible programs, ensure customers receive assistance from various organizations, handle referrals from the advocacy hotline, field collections, call center or executive/external affairs.
• Provide oversight and direction to a group of MAST and BU employees in accordance with the company's mission and objections.  Ensure regulatory changes are implemented properly.  Coach, mentor and develop staff.  Monitor performance and productivity, provide feedback and coaching as needed.  Act as an SME for other areas as it relates to payment assistance, social service benefits and vulnerable customers.
• Directly supervise a team of BU employees that manage the receipt, processing and collection of over 13,000 benefits totaling in excess of $25M received annually from the 3 county social service agencies  Develop relationships with the county officials/commissioners to ensure payments are made timely and issues are addressed as they arise.  Act as the primary liaison between PSEG LI and the various agencies to manage regulatory required customer referrals.
• Lead initiatives to further improve efforts as they relate to program enrollment, metrics and KPI's.  Look for solutions to streamline processes and enhance/automate functions within the department.  Monitor feedback and determine effectiveness.  Continuously strive for improvement.

Job Specific Qualifications

Required

• Bachelor's degree in relevant field of study with at least 8 years of relevant work experience.  In lieu of a bachelor's degree, at least 12 years of relevant work experience
• Working knowledge of social service or public benefits, experience with non profits, social work
• Ability to travel throughout the service territory and to occasionally work non-traditional days/hours.
• Demonstrated ability to plan, organize, multi-task, and lead a team while focusing on performance and meeting strict deadlines.
• Demonstrated knowledge of public benefits 
• Demonstrated project management skills.
• Excellent communication skills 
• Demonstrated knowledge of Power Point and Excel
• Public speaking experience

Desired

• Knowledge of the LIPA tariff or HEFPA
• Utility experience
• Experience supervising bargaining unit employees

Minimum Years of Experience

Education

Certifications

Disclaimer

Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made.  If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.