Energy Assistance Program Leader

Reporting Location: Merrillville, IN

Way of Work: Hybrid (3 days in-office, 2 days remote)

Job Summary

The Energy Assistance Program Leader is responsible for overseeing NIPSCO Energy Assistance programs to provide our vulnerable customer with opportunities of aid to manage bills and reduce arrearages. To partner with local agencies, appointed officials and regulators to bring awareness of energy assistance to all customers. Look for better ways to increase participation in the state of Indiana to enhance customer affordability.

Essential Functions

• Monitors NIPSCO Energy Assistance programs
• Monitors funds and expenditures of various energy assistance programs for monthly and annual reporting
• Provides subject matter expert support to Communications, Public Affairs, Regulatory, and Customer Care for customer communications, customer inquiries and rate case responses
• Assesses customer and agency feedback for program design improvements
• Collaborates and provides customer care support to Community Action Agencies, Township Trustees, IHCDA, and other community partners.
• Serves as first point of contact and provides support to Customer Care for energy assistance related IURC complaints/inquiries and assistance agency/customer escalations
• Participates in and represents NIPSCO Energy Assistance at community outreach events across the service territory
• Leads the coordination, administering, and reconciliation of energy assistance programs, including processing administration fees for Hardship Agencies
• Participates in annual IHCDA LIHEAP auditing and NIPSCO USP Filing
• Establishes, tracks, and monitors fund allocations for Hardship programs
• Reviews and interprets IHCDA LIHEAP contract and state regulations and recommends actions to Customer Care
• Provides end-user support to Community Action Agencies and Township Trustees via NIPSCO Agency Portal
• Updates Indiana 211 with energy assistance information available to customers
• Develops and facilitates energy assistance training for Customer Care
• Partners with Customer Care Training for annual Senior CSR/CSR training, Business Integration for Call Aid updates, and Workforce Management for Trustee Line coverage
• Leads and directs work of temporary employees
• Travel - up to 20%
• Other duties as assigned

Required Qualifications For Position

• High School Diploma or GED
• At least 3 years Supervisory/Program Management experience
• At least 3 years’ experience in Customer Service, Billing or Collections
• A strong customer focused mindset
• Experience directing work for bargaining unit employees
• Excellent written and verbal communication skills
• Proficient with Microsoft Excel, Word and PowerPoint
• Strong public relations, negotiations and presentation skills
• Must value diversity and cultural differences
• Experience working in the administration of programs serving the low income and vulnerable populations is preferred.
• Experience in and/or extensive knowledge of gas and electric utilities, and poverty assistance
• Experience with project planning and implementation
• Demonstrated ability to identify, communicate, and resolve problems
• Demonstrated commitment to continuous improvement
• Proven track record of achieving results
• Proven ability to work across departments and all levels in the organization collaboratively to resolve issues, drive projects to closure, achieve desired results/goals, and/or implement change as needed.

Preferred Qualifications for Position

• Bachelor's Degree or comparable industry-related work experience
• Experience managing energy programs
• 3 years of working in a process driven organization focused on the customer experience.
• Knowledge of Federal Regulations governing Collections and Customer processes

Physical Demands

Standing - Occasionally

• Walking - Occasionally
• Sitting - Constantly
• Lifting - Rarely
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Climbing - Rarely
• Balancing - Rarely
• Stooping - Rarely
• Kneeling - Rarely
• Crouching - Rarely
• Crawling - Rarely
• Reaching - Rarely
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Rarely
• Talking - Constantly
• Hearing - Constantly
• Repetitive Motions - Frequently
• Eye/Hand/Foot Coordination - Frequently

The preceding description is not designed to be a complete list of all duties and responsibilities required of the position.

As a public utility, NiSource provides essential services to customers 24/7. Emergency needs can arise at various times throughout the year, including during storm season. Employees may be required to support emergency response efforts, which could include working outside normal hours or assisting with tasks outside of typical responsibilities.

Work Authorization

Candidates must be legally authorized to work in the United States and must not require employer sponsorship now or in the future.

Workplace Connection

We value a workplace where everyone feels respected, included, and able to do their best work. We encourage open dialogue, value different perspectives, and work collaboratively with employees, customers, and partners.

We recognize and respect the unique experiences people bring, including different backgrounds, cultures, and viewpoints. We treat others with professionalism and care, and we each play a part in creating a positive work environment.

Veteran Hiring & Inclusion

NiSource is proud to support veterans, transitioning service members, and military spouses. We value the leadership, teamwork, and mission-focused experience the military community brings, and we are committed to providing an inclusive workplace with opportunities for professional growth and development.

Equal Employment Opportunity

NiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), genetic information, citizenship status, or any protected group status as defined by law. Each employee is expected to abide by this principle.

By applying, you may also be considered for other roles that match your skills and experience.

ADA Accommodations

If you need a reasonable accommodation to participate in any stage of the hiring process or to perform the essential functions of the position, please contact OneHR at [email protected] or 1-888-640-3320

Safety Statement

Safety is a core value at NiSource. Employees are expected to follow safety requirements, report hazards, and help maintain a safe environment for themselves and their coworkers.

E-Verify

NiSource participates in the U.S. Department of Homeland Security's E-Verify program. Please review the following notices regarding your rights and responsibilities under U.S. law.

• E-Verify Poster (English and Spanish)
• Right to Work Poster (English and Spanish)

Salary Range*:

*The salary offered to a candidate isbased on several factors includingbut not limited tothecandidate’s skills, job-related knowledge, and relevant experience, as well as internal pay equity.

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Posting End Date (if applicable):

Please note that the job posting will close on the day before the posting end date.