Customer Service-Eligibility Navigator

Description

At ACAP, we’ve been empowering individuals and families by expanding opportunities and breaking down barriers to success for nearly 60 years. As a Customer Service‑Eligibility Navigator, you will collaborate with individuals and families to enroll them in ACAP programs and connect them to other needed resources through our community partners.

Paid Time Off Benefits:
Sick and Personal Leave, 12 paid holidays, 403(b) with employer contribution;
Insurance Benefits:
Health, Dental & Vision Insurance, Employer‑paid life/AD&D Insurance, Short‑term/Long‑term Insurance;
Additional Benefits:
Tuition Assistance, Employee Assistance Program (EAP), and Opportunity for Advancement!

A high school diploma or equivalent is required, along with a minimal two years of customer service and data entry experience in a call center, social services, or other client‑facing administrative setting is required. Experience conducting intake and eligibility within a human services organization, nonprofit agency, or community‑based organization will also meet this requirement. An associate's degree in human services, social work, psychology, or a related field is preferred.

Basic PC skills including database entry, word processing, and spreadsheet skills is required. Bi‑ or Multi‑lingual skills are a plus.

• Engage with customers through phone, email, and in‑person meetings to foster positive relationships and provide excellent customer service;
• Complete customer intakes and assessments by gathering required documentation to determine eligibility for ACAP programs and services;
• Coordinate seamless program enrollment by connecting customers to ACAP’s services and other community resources, ensuring a smooth transition for those seeking assistance; and
• Collect and manage data while maintaining accurate and up‑to‑date records.

Be a part of an organization that values the growth of both its customers and its staff. Albany Community Action Partnership (ACAP) is a community action agency serving individuals and families living in poverty for nearly 60 years. Our services are administered through three departments:
Career and Community Services, Early Childhood Education, and Energy Services. Each year, ACAP fosters opportunities for self‑empowerment and enrichment in the lives of thousands of young children and families. Our mission is to partner with families and communities to expand opportunities and build stronger networks to foster upward economic mobility.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug‑free workplace.