POSITION PURPOSE:

The Energy Assistance Supervisor oversees daily Comprehensive Energy Assistance Program (CEAP) client services operations and provides direct supervision, training, and evaluation of Client Advocates. This role ensures compliance with CEAP guidelines, maintains accuracy in eligibility determination, and supports continuous improvement and program performance.

The Energy Assistance Supervisor provides guidance, training, and quality assurance support to Client Advocate staff; coordinating workflow to meet program deadlines; and serving as a resource for complex cases, vendor communication, and policy interpretation. This position also supports program operations, reporting, and continuous improvement efforts.

ESSENTIAL FUNCTIONS: 

The duties listed below illustrate the scope of work expected for this position. Tasks may be added or adjusted as program needs evolve.

Program Coordination and Case Management

• Supervises Client Advocates, assigns workload, and monitors accuracy and timeliness.
• Provides coaching, mentorship, and professional development for staff.
• Conducts quality assurance reviews and develops corrective action plans.
• Leads staff meetings, coordinates workflow, and ensures compliance with CEAP standards.
• Serves as point of escalation for complex cases, vendor concerns, and policy interpretation.
• Ensures proper documentation, case processing accuracy, and audit preparedness.

General Duties

• Supervise CEAP staff; perform annual evaluations.
• Provides daily guidance, mentorship, and workflow support to Client Advocate staff.
• Train new employees on program guidelines, software systems, communication protocols, and documentation standards.
• Performs quality assurance reviews on client files; identifies errors, trends, and training needs; and reports findings to management.
• Serves as the primary point of contact for complex cases, escalated client concerns, vendor issues, or policy interpretations.
• Assists Energy Housing Program Manager with workload distribution, team coordination, and performance tracking.
• Prepares internal and external reports, audit responses, corrective actions, and program monitoring.
• Maintains team compliance with all CEAP contract guidelines, internal SOPs, and required performance measures.
• Coordinate procurement of materials and equipment in alignment with allowable cost categories, purchasing procedures, vendor requirements, and TDHCA documentation standards.
• Represent BVCAP at trainings, peer exchanges, technical forums, public meetings, and community outreach events related to energy efficiency and weatherization.
• Contribute to continuous improvement efforts focused on production efficiency, compliance rates, client outcomes, and documentation accuracy.
• Attend required training, staff development sessions, and meetings to enhance job performance.
• Ensure effective communication and coordination with stakeholders, service providers, and public agencies.
• Maintain confidentiality and adhere to BVCOG/BVCAP privacy laws and regulations.
• Perform other related functions as assigned.

BEHAVIORAL COMPETENCIES:

This position requires the employee to exhibit the following behavioral skills:

• Commitment: Sets high standards of performance; pursues aggressive goals and works hard/smart to achieve them; strives for results and success; conveys a sense of urgency and brings issues to closure; and persists despite obstacles and opposition.
• Conflict Management: Encourages creative approaches to tension and differences of opinions. Anticipates and takes steps to prevent counterproductive confrontations. Manages and resolves conflicts and disagreements in a constructive manner.
• Decisiveness: Makes effective and timely decisions, even when data are limited, or solutions may have unpleasant consequences. Weighs the impact and implications of decisions.
• Effective Communication: Ensures important information is passed to those who need to know; conveys necessary information clearly and effectively orally or in writing; demonstrates attention to, and conveys understanding of, the comments and questions of others; and listens effectively. Demonstrates the ability to develop audiovisual presentations to both internal and external audiences.
• Flexibility: Demonstrates openness to change and new information. Rapidly adapts to new information, changing conditions, or unexpected obstacles.
• Problem Solving: Identifies and analyzes problems. Weighs relevance and accuracy of information. Generates and evaluates alternative solutions. Makes recommendations.
• Quality: Demonstrate accuracy and thoroughness; look for ways to improve and promote quality: apply feedback to improve performance; monitor own work to ensure quality.
• Responsiveness and Accountability: Demonstrates a high level of conscientiousness; holds oneself personally responsible for one's own work; and does fair share of work.
• Teamwork: Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; supports everyone's efforts to succeed; attends, supports, and participates in all team building exercises and events.

TECHNICAL SKILLS:

To perform this job successfully, the employee should have:

• Effective interpersonal skills for working with diverse stakeholders.
• Cultural competence and ability to work with diverse backgrounds.
• Clear and concise communication skills (verbal and written).
• Ability to travel within a 10-county area.
• Strong understanding of client service principles and practices and interviewing skills and case documentation.
• Skill in assessing and prioritizing multiple tasks, projects, and demands with excellent problem solving and organizational skills while meeting established deadlines.
• Proficiency in Microsoft Office (Word, Excel), databases, and digital communication tools.
• Ability to learn and navigate program‑specific software systems.
• Ability to work effectively with diverse clients and community partners.
• Ability to always project a professional image.
• Ability to work in a fast-paced environment.

MINIMUM QUALIFICATIONS:

Education, Training and Experience:

• Associates or higher degree preferred with college coursework in business management, social work, sociology, or related field.
• At least two (2) years of experience in community action programs, social work, or a related field is preferred. 
• Bilingual speaker and writer in English and Spanish preferred.
• Successful completion of a criminal history background check, education, and work history verification.
• Experience working with low-income households and/or community action programs desirable.
• Must have successfully completed and passed the Results Oriented Management and Accountability (ROMA) by a nationally recognized approved trainer within one year of assuming the position.
• Must have successfully completed and passed the Certified Community Action Professional (CCAP) credential Certification course by NCAP within three years of assuming position.
• Must have successfully completed and passed a Supervision and Management Certification course by a nationally recognized approved trainer within one year of assuming position.
• Must complete a minimum of 24 hours of professional development training each year as part of this position.

License and Certifications:

• Valid Texas driver's license at the time of placement and reliable transportation.
• Ability to earn certifications required by assigned tasks.

SUPERVISION:

• Reports directly to the Program Manager and/or designee through supervisory channels. Ability to work independently and to assume responsibility for completion of complex workload without close supervision.
• This position provides direct supervision to CEAP Client Advocates.

PHYSICAL REQUIREMENTS:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 
• To perform this job successfully, the employee is frequently required to remain in a stationary position. 
• Daily movements include sitting; standing; operating computers and other office equipment; moving about the office; and attending meetings. 
• The employee must be able to communicate via email and verbally via telephone. 
• The employee must occasionally transport up to 25 pounds. 
• Primary activities are conducted within a well-lit, climate-controlled office.

WORK SCHEDULE AND TRAVEL REQUIREMENTS

• Work week: Monday through Friday, 8am-5pm
• Evening and/or weekend hours may be required on occasion
• Occasional out-of-town trips may be required to attend special events and training sessions
• "In region" travel to all counties covered by BVCAP's contract will be required

ADA STATEMENT

In compliance with the Americans with Disabilities Act, BVCOG will make reasonable accommodation to the known disability of a qualified applicant or employee to enable people with disabilities to enjoy equal employment opportunities, if it would not impose an "undue hardship" on the operation of the employer's business.

ETHICS

As a public agency, BVCOG is committed to maintaining the highest ethical standards. Applicants selected for employment are expected to perform work responsibilities with the highest degree of integrity, professionalism, and honesty, to merit the respect of our co-workers, clients, partners, vendors and the general public. Applicants selected for employment are also expected to serve the public with dedication, concern, courtesy, and responsiveness. 

DISCLAIMER

This job description is not all-inclusive and subject to change as needed.