The Eligibility Enrollment Specialist – Housing provides front-end client support and eligibility determination for housing and utility assistance programs within the Community Services Department. This role conducts intake, processes applications, maintains client records, and ensures clients are connected to the most beneficial programs available.

The Eligibility Enrollment Specialist works closely with clients, landlords, utility vendors, and internal staff to streamline the enrollment process, reduce delays, and improve overall service delivery. This position plays a critical role in supporting Housing Case Managers by managing intake and eligibility functions while maintaining compliance, confidentiality, and accuracy.

Enrollment & Eligibility Coordination

Estimated Effort: 60%

• Answer client questions through:
  • Phone calls
  • Emails
  • Walk-ins
• Accept and process new client applications through:
  • In-person submissions
  • Email
  • Fax
  • Document drop-offs
• Create and maintain digital client files based on received documentation.
• Screen client files using program checklists and notify clients of missing documentation promptly.
• Maintain detailed progress notes for each client interaction.
• Assist clients with applications across Community Services programs, including:
  • Homeless Crisis Response Program (HCRP)
  • Homeless Prevention (HP)
  • Utility Assistance Plus (UAP)
  • Home Energy Assistance Program (HEAP)
  • Emergency HEAP (E-HEAP)
  • Percentage of Income Payment Plan (PIPP)
  • Rapid Re-Housing (RRH)
  • Neighbor to Neighbor (N2N)
  • CAC Crisis Fund
• Compare available programs and determine which provides the greatest benefit to the client.
• Maintain strict confidentiality of all client information.
• Perform general administrative duties including:
  • Answering phones
  • Typing
  • Filing

Customer Service & Client Support

Estimated Effort: 30%

• Conduct client interviews (in-person and digital) to determine eligibility for housing assistance programs.
• Establish and maintain organized digital client files.
• Serve as a liaison between:
  • Clients
  • Landlords
  • Utility vendors
  • Community partners
• Maintain a high standard of professionalism and customer service.
• Collaborate with staff and partners to ensure compliance with program guidelines.
• Refer clients to other CAC programs or community resources as appropriate.
• Develop knowledge of available community resources and assistance programs.

Service & Program Support

Estimated Effort: 10%

• Provide direct support to Housing Case Managers.
• Work independently with minimal supervision.
• Stay informed on new and existing assistance programs within the community.
• Attend trainings, meetings, and conferences related to housing and eligibility services.
• Share relevant information with internal and external stakeholders.
• Adhere to all agency safety policies and procedures.
• Perform all other duties as assigned.

Minimum Requirements

Education

• High School Diploma or equivalent.

Job-Related Experience

• Minimum of two (2) years of clerical or office experience.
• Experience using basic computer applications, including:
  • Microsoft Word
  • Outlook
  • Excel

Licenses, Certifications, and Accreditations

• Valid Ohio Driver’s License.
• Proof of insurance.
• Must be insurable under agency policy.

Preferred Qualifications

• Experience with housing programs and eligibility systems such as:
  • Ohio Community & Energy Assistance Network (OCEAN)
• Experience with HMIS data entry.
• Background in housing, social services, or community assistance programs.

Working Conditions

• Work is performed in a standard office environment.
• Fast-paced setting with multiple competing priorities.
• Requires strong organization and attention to detail.
• Housing program guidelines and funding sources change frequently.
• Position may involve moderate to high levels of stress.