This position has the overall responsibility for the development, implementation, and successful operation of JEA’s Low-to-Middle Income (LMI) Programs and Partnerships and plays a vital role in advancing strategies that promote utility affordability and community support. JEA partners with local and national agencies, helping to provide funds in utility bill assistance to customers in need. As part of the broader Community Engagement & Partnerships team, this role leads cross-functional collaboration to deliver meaningful community impact. Key responsibilities include building and maintaining agency partnerships, managing charitable funding programs, consulting on the development and implementation of Low-to-Middle-Income solutions and coordinating events and advocacy initiatives that support vulnerable populations. The ideal candidate will bring strong project management and communication skills, along with a deep commitment to service, equity, and collaboration. * Coordinate logistics, outreach, and internal/external support for all Low-to-Middle Income (LMI) programs and events, including but not limited to Senior Day, Veterans Resource Day, Light It Forward Awards, JEA Meets ALICE, and the Restore, Repair, and Resilience Program (R3). * Oversee JEA’s administration of charitable customer support funds, including the Neighbor-to-Neighbor Fund and the Prosperity Scholarship Fund; explore and evaluate innovative funding strategies in alignment with JEA Charter Section 21.04 (q). * Collaborate with the Strategic Customer Solutions team to use market research, metric analysis, voice of the customer (VOC) data and stakeholder feedback to identify potential LMI program opportunities for feasibility and impact evaluation. * Provides data analysis and reporting of funding for customer utility assistance and the derived benefits of utility assistance programs to the Director, Customer Revenue Services on a weekly/monthly basis.     * Track and report on partnerships and agreements; negotiate and refine terms as needed, using data and analytics to ensure alignment with targeted audiences and strategic goals.   * Actively engage in strategic planning, task forces, and steering committees; collaborate across departments and with external partners to align LMI and community partnership efforts with organizational and community priorities. * Research and secure new funding sources through grant writing, sponsorships, and partnerships; collaborate with Finance, Customer Revenue, and Legal to ensure compliance and proper fund management. * Represent JEA by coordinating and supporting frequent community events and partnerships, including but not limited to the Community Foundation’s Senior Roundtable, United Way initiatives, Catholic Charities Legacy events, and City of Jacksonville programs. * Respond to and help resolve customer concerns and program escalations with professionalism and empathy. * Develop business cases, communication plans, and outreach materials—including media statements, flyers, talking points, and scripts—to support LMI initiatives. * Lead and/or support business reviews by preparing and presenting reports, data summaries, and strategic insights on the performance and impact of LMI initiatives and community programs. * Provide leadership, mentorship, and direction to internal and external team members while fostering a culture centered on customer service, equity, and innovation. * Coordinate utility bill assistance efforts and serve as a liaison with JEA’s Customer Revenue and Customer Contact Center teams to ensure effective program support and customer resolution. * Performs other related duties and special projects as assigned to support evolving organizational, community, or partnership needs. *Knowledge Skills and Abilities:* * Strong knowledge of utility affordability programs, customer assistance practices, and the basic service needs of      electric, water, and wastewater customers. * Understanding of external funding strategies, including grant writing, partnership coordination, and fund management practices. * Familiarity with JEA’s infrastructure and programs, and their application in effective customer and stakeholder communications. * Proficient in public and community relations strategies, including brand management, stakeholder engagement,                            and reputation protection. * Skilled in developing and executing communications strategies, including speechwriting, public speaking, and creating content for print and digital platforms. * Knowledge of organizational structures, program requirements, and coordination with external agencies and partners. * Ability to manage and control messaging, educate the public, and build support for programs and initiatives. * Strong organizational, analytical, and project management skills with the ability to manage multiple tasks in a fast-paced, high-volume environment with shifting priorities and complex details. * Exceptional interpersonal skills with the ability to build and maintain strong relationships with internal teams, community organizations, and government partners. * Skilled in communication, active listening, and negotiation, with the ability to respond effectively to diverse audiences in both routine and high-pressure situations. * Work and make decisions independently and collaboratively with multiple stakeholders * Work effectively across processes ensuring effective handoff procedures, practices and measurements * Demonstrated understanding of Community Partnerships team roles and responsibilities, with the ability to make informed decisions in the absence of the Manager.

_Education_: A bachelor’s degree in communications, social work, public relations or related field AND _Experience_: Five (5) years successful nonprofit community relations or public relations, customer programs with demonstrated experience in community relationship development with a strong preference for utility experience OR An equivalent combination of education, training and/or experience *License/Certifications/Registration*: A valid driver’s license is required prior to appointment & must be maintained during employment in this classification

Title: *Utility Assistance Program Manager *

Location: null

Requisition ID: 13242