Bilingual Resource & Referral Specialist

About the role

The Resource & Referral Specialist provides resource and referral services to the general public, to low-income families and to TANF participants who are residents of Montgomery County. The Resource and Referral Specialist assists residents in identifying and finding quality early learning programs, applying for subsidized childcare, applying for social service programs and obtaining any goods and services that they need for themselves or their families.

Responsibilities

• Responsible for responding to numerous general phone inquiries per month concerning childcare services and funding. Through phone or face-to-face interview, determines nature of need and provides appropriate printed or verbal information to callers. Assists callers in accessing online information about early learning programs.
• Assists clients in completing applications for the subsidized childcare program.
• Assists providers in obtaining services/resources they need to improve their programs.
• Provides intensive services to clients referred by the Montgomery County Assistance Office (CAO) to ensure that families can meet work and training requirements based on eligibility as determined by the CAO.
• Provides consumer education on choosing high quality early learning programs and other resources during phone and face-to-face interviews and through distribution of childcare consumer educational material.
• Works with other organizations and agencies to gather information concerning childcare needs; maintains referral information on community and governmental social service agencies for use with families.
• Participates in community activities such as job fairs, social service agency fairs, workshops and on-site service delivery at County Assistance Office.
• Resource and Referral staff offers a full system of supports and contact information for programs including but not limited to Child Care Works, WIC, CHIP, Home Visiting, Early Intervention, Family Centers, Community Action Programs, Early Childhood Mental Health in addition to other local services; provides information about voter registration and Earned Income Tax Credits.
• Works cooperatively with all members of the staff to ensure that all Early Learning Resource Center (ELRC) functions are accomplished; Maintains a professional and businesslike manner when communicating with the public, other agencies, co-workers and other County departments/offices.
• Accepts additional tasks as needed willingly.
• Resource and Referral staff are trained to be "life coaches" so that clients can discuss problems they have or topics that they need advice/information about with the Resource & Referral staff.
• Shares information and coordinates work around shared cases.
• Participates in agency wide activities, meetings and projects related to the work of the ELRC.
• Excellent interpersonal, oral and written communication skills.
• Other duties and responsibilities as assigned by the ELRC Administrator or the ELRC Assistant Administrator.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• BA/BS in Human Services, Social Services, Education and two years work experience in any of these fields or customer service; OR an Associate Degree and four years work experience in social services involving client contact OR relevant experience in social services.
• Background in child care/early childhood development helpful.
• Ability to exhibit sensitivity to cultural/economic/educational differences in client and provider populations and appropriate communication with these populations.
• Effective written and verbal communication skills including telephone etiquette and listening skills commensurate with target populations.
• Must possess excellent organizational skills and time management skills related to handling multiple work priorities with efficiency and accuracy.
• Ability to identify and respond to a crisis in a timely, appropriate and professional manner.
• Must possess interviewing skills for face to face and telephone client contact.
• High degree of skill and accuracy in record keeping, and follow-through procedures.
• Knowledge and understanding of the DHS Regulation 55 PA code Chapter 3041 Subsidized Child Care Eligibility, Chapter 168 TANF Eligibility and PA Code Chapter 3270 for Child Day Care Centers, PA Code Chapter 3280 for Group Child Care Homes and PA Code Chapter 3290 for Family Child Care Homes.
• Knowledge of and ability to find and use any or all available information and resource agencies in counseling potential service users.
• Must be computer literate; must possess knowledge of Microsoft Word, Microsoft Publisher, Microsoft Excel, Microsoft Outlook, Microsoft Power Point, Microsoft Edge, Google and search engines.
• Must possess the ability to use a computer, telephone system, electronic filing system, various audio-visual equipment and scanner.
• Ability to work with a variety or staff, clients and early learning providers with different learning styles, abilities and capabilities.
• Must speak, read and write Spanish fluently.
• Good interviewing and verbal communication skills are vital.
• Knowledge of PA childcare subsidy regulations, child day care regulations and childcare funding resources.

Physical demands

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to stand; walk; sit; and talk and hear.
• The employee is occasionally required to use hands to finger, handle or feel objects, tools or controls; reach with hands or arms; and stoop, kneel, crouch or crawl.
• The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision and depth perception.

Work environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function. The noise level in the work environment is usually moderate.