Case Manager for Energy Program (Nonprofit)

Compensation Range: $25.00 to $27.00 hourly plus excellent benefits. This is a full-time and on-site position in our DTLA office.

ABOUT PACE

Founded in 1975 PACE (Pacific Asian Consortium in Employment) is a community nonprofit organization serving over 60000 residents annually across Los Angeles County. PACE Energy helps low income families and individuals with utility assistance improving home comfort safety and energy efficiency through state and federal programs such as LHEAP (Low Income Home Energy Assistance Program ) and WAP (Weatherization Assistance Program). Visit our links below for more information:
SUMMARY

PACE Energy Department Is looking for a dedicated and experienced CASE MANAGER to join the team! The Case Manager serves as the final stage in the HEAP (Home Energy Assistance Program) application process responsible for making final eligibility determinations and coordinating all aspects of benefit delivery and client communication. This position requires excellent judgment strong organizational skills and the ability to manage relationships with utility companies clients and internal team members. The Case Manager ensures compliance with State of California Community Development regulations while coordinating payment processing preparing approval and denial letters managing appeals and executing pledges with utility companies. This high-volume position requires the ability to efficiently process 60-80 cases daily while maintaining accuracy and providing excellent customer service.

KEY RESPONSIBILITIES

• Process 60-80 HEAP cases daily with accuracy and attention to detail
• Review completed applications from Intake Coordinators and make final eligibility determinations in accordance with HEAP guidelines and State of California regulations
• Calculate benefit amounts based on household income utility costs and program guidelines
• Prepare and generate approval letters to clients detailing benefit amounts and payment information
• Prepare and generate denial letters to clients clearly explaining reasons for ineligibility and appeal rights
• Coordinate payment processing by preparing and submitting payments to CORE for approval
• Execute pledges with utility companies including gas electric and water providers ensuring accurate account information and benefit amounts
• Maintain ongoing relationships with utility company representatives to facilitate smooth payment processing and resolve account issues
• Process client appeals by reviewing denial decisions gathering additional documentation and conducting fair hearings or appeal interviews as required
• Document appeal proceedings and prepare written decisions in accordance with program regulations and timelines
• Respond to client inquiries regarding application status benefit amounts payment timing and program requirements
• Verify that all documentation is complete and accurate before authorizing payments
• Update case management database with case decisions payment information pledge details and correspondence
• Monitor and track payment statuses to ensure timely delivery of benefits to clients and utility companies
• Collaborate with Intake Specialists and Intake Coordinators to resolve application issues or obtain additional information
• Maintain strict confidentiality of client information in compliance with privacy regulations
• Conduct quality assurance reviews to ensure compliance with program policies and procedures
• Generate monthly reports on case processing statistics approval and denial rates appeal outcomes and payment disbursements
• Stay current with program policy updates State of California regulations and utility company procedures

QUALIFICATIONS:

• High school diploma or equivalent required; Bachelors degree in social work human services public administration or related field strongly preferred
• Minimum of 3-5 years of experience in case management eligibility determination or social services program administration
• Experience with energy assistance programs housing programs or other public benefit programs preferred
• Thorough knowledge of eligibility determination processes and income calculation methodologies
• Experience processing appeals and conducting fair hearings preferred
• Strong understanding of State of California Community Development regulations and HEAP program guidelines
• Excellent written communication skills for preparing formal correspondence decisions and reports
• Advanced proficiency in Microsoft Office Suite case management systems and database applications
• Strong analytical and critical thinking skills with ability to interpret complex regulations
• Proven ability to meet high-volume productivity targets while maintaining quality standards
• Experience coordinating with external agencies vendors or service providers
• Bilingual skills strongly preferred: Korean Spanish or Russian
• Valid drivers license may be required for occasional site visits or meetings

ESSENTIAL SKILLS

• Exceptional attention to detail and accuracy in reviewing applications and making eligibility determinations
• Strong organizational and time management skills to handle high-volume caseload efficiently
• Excellent judgment and decision-making abilities based on program regulations and policies
• Superior written and verbal communication skills for client correspondence and utility company coordination
• Relationship management skills to maintain productive partnerships with utility companies
• Ability to work independently with minimal supervision while meeting daily production targets
• Customer service orientation balanced with ability to make objective eligibility decisions
• Conflict resolution and problem-solving skills for handling appeals and client disputes
• Cultural competency and sensitivity to diverse client populations
• Commitment to confidentiality ethical standards and regulatory compliance

PERFORMANCE METRICS

• Process 60-80 cases daily with 98% or higher accuracy rate in eligibility determinations
• Issue approval and denial letters within 24-48 hours of final case determination
• Submit payment authorizations to accounting within one business day of approval
• Execute utility company pledges within required program timelines
• Process appeals within state-mandated timelines with complete documentation
• Maintain quality assurance scores of 95% or higher on case file reviews

ADDITIONAL REQUIREMENTS

• Valid drivers license may be required for occasional site visits or meetings
• Must pass employment verification/reference check
• This position is on-site in the PACE Los Angeles office
• COVID vaccination required; must have two doses of Pfizer or Moderna or a single-dose of Johnson & Johnson. Those that need a medical or religious exemption must reach out separately

COMPENSATION & BENEFITS

• Pay range is $25 - $27 per hour depending on experience. This is a full-time non-exempt position.
• Affordable and robust Medical Dental Vision and Life insurance plans for employee plus family with generous employer contributions
• 401(k) retirement plan
• We offer paid holidays vacation pay and paid sick leave

WHY JOIN PACE

• Make a positive impact in your community.
• Gain hands-on experience in the growing clean energy field.
• Work with a supportive mission-driven team.
• Great benefits and wonderful opportunity to learn and grow in your career

HOW TO APPLY

• All applicants MUST apply on our website by uploading a resume AND completing our online application to be considered: See link to apply: will be reviewed on a rolling basis until position has been filled. We will only reach out to candidates who have been selected to move forward in the process.

WORK ENVIRONMENT:

This position operates in a professional office environment with focus on independent case management work. The Case Manager works primarily at a desk station with regular phone and email communication with clients utility companies and internal team members. The role requires sustained concentration sound judgment and the ability to manage a high-volume caseload efficiently while maintaining accuracy and meeting regulatory requirements. Occasional interaction with clients during appeals may require face-to-face meetings.

PHYSICAL DEMANDS:

• Ability to sit for extended periods while performing computer-based work and case reviews
• Visual acuity to review detailed documents case files and computer screens
• Repetitive hand movements for typing and data entry
• Ability to communicate clearly both verbally and in writing