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OPC is hiring
OPC is hiring for a Consumer Assistance Intake Specialist. The main purpose of this job is to perform intake on all calls and emails, offering empathetic support to all callers and especially those in crisis, and providing information and referrals to help consumers access resources and assistance. This position will also prepare outreach materials and work on special projects aimed at raising awareness and educating the community about available utility assistance programs and general utility-related topics.
This position must possess the ability to remain calm under pressure, actively listen, de-escalate difficult situations, provide empathetic support, and quickly build rapport. This position ensures all clients receive the help they need in a compassionate, timely and professional manner. This role requires demonstrated ability to work effectively with diverse populations, respecting and understanding various cultural backgrounds, values, and beliefs. This role must be comfortable advocating for clients' needs and navigating resources on their behalf, ensuring they receive the support they need during difficult times.
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Free trainings on how to help clients with their utility bills
The Office of People's Counsel offers free in-person and virtual training to organizations. If you help your clients manage their finances, these sessions are a good fit.
Trainings cover topics like:
- Energy assistance deep dive
- How to fill out an energy assistance application
- Energy assistance 101
- Internet and phone discount programs: Lifeline
- Utility customer rights
- Weatherization programs
- Inflation Reduction Act
- How to read utility bills
- And many other utility topics
Reach out to brandi.nieland@maryland.gov or simply reply to this email to talk about what you want to learn more about and schedule a free training for your organization.
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Upcoming Critical Medical Needs Navigator trainings
The Critical Medical Needs Program (CMNP) expedites energy assistance to continue or restore utility services for customers who are medically vulnerable. The CMNP is administered by the Office of Home Energy Programs (OHEP) in partnership with Certified Navigators throughout the state. In addition to reducing barriers to the energy assistance application process for individuals who are medically vulnerable, the CMNP coordinates with the Department of Housing and Community Development for energy-efficiency programs and heating/cooling-system repair/replacement programs.
In order for a person to participate in the CMNP, they must have a Certified Navigator to submit their application through the CMNP process. OHEP offers a free 1-hour training to individuals who are interested in becoming a Certified Navigator to assist their clients.
The next trainings are scheduled for:
Friday, April 25, 2025 10:00 am - 11:00 am
Friday, May 30, 2025 10:00 am - 11:00 am
Sign up here.
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For questions or assistance, contact Brandi Nieland, Director of Consumer Assistance at brandi.nieland@maryland.gov. |
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Your People's Counsel is David S. Lapp. Our team is here to help and advocate for you. We represent Maryland residential customers before the Public Service Commission and federal agencies, and we provide you assistance dealing with your utility issues, including affordable and reliable service.
To see what OPC is currently working on, click here for our recent press releases or click here for our media coverage.
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