Child Care Client Services Specialist

About the Role

Workforce Solutions Child Care provides financial assistance to eligible low-income families for child care services. The program also offers the public information about choosing quality child care, assists families in locating community resources, and works to improve the quality of child care in the region through training and resources for early childhood programs.

The Client Services Specialist determines eligibility for families requesting services, assesses child care needs, and enrolls families in child care services following current eligibility guidelines. This position handles all paperwork, data entry, and file management for assigned cases while maintaining a professional and positive attitude when serving clients.

Responsibilities

• Accept and coordinate referrals for child care.
• Accurately determine eligibility of families for service and maintain appropriate eligibility documentation.
• Provide information about quality child care to assist parents in making informed choices.
• Enter client information into the automated system.
• Communicate program information to parents, educate them about their rights and responsibilities, respond to complaints, and ensure the needs of parents and children are met.
• Track and process client redeterminations and terminate child care services as needed.
• Maintain high client satisfaction through conflict resolution, advocacy, and exemplary customer service.
• Enroll eligible children for services and promote parental compliance with the Personal Responsibility Agreement, including sanctions as warranted.
• Ensure Parental Choice and authorize payments to eligible CCAS providers with appropriate documentation.
• Assess parent share of costs accurately and maintain adequate documentation in each client file.
• Manage intake and referrals for special direct child care programs and initiatives.
• Maintain knowledge of current eligibility guidelines, funding guidelines, and departmental policies; apply them to individual cases.
• Communicate the waiting list process to clients and maintain a productive work environment.
• Notify your supervisor of any real or perceived problems and ensure confidentiality of clients, potential clients, children, and co-workers.
• Focus on self-growth, continuous improvement, and treat clients of all backgrounds with respect and consideration.
• Establish and maintain positive working relationships and arrive at work on time, ready to work scheduled hours.
• Report suspected child abuse and neglect in accordance with legal and professional responsibilities.
• Refer suspected fraud or misuse of funds to management and report on-the-job accidents immediately.
• Submit work time accurately and timely in the payroll system and comply with Quality Assurance deadlines for case file corrections.
• Attend meetings, trainings, and workshops as specified by management.
• Work effectively in a deadline-driven atmosphere and communicate positively with parents, caregivers, and child care providers.
• Work independently and cooperatively, using good time management skills and flexibility.
• Use basic office equipment efficiently and make accurate math calculations.
• Keep work area clean and well-maintained.

Requirements

• Bachelor’s degree with coursework in child development, early childhood education, or a closely related field OR High School diploma/GED with a minimum of three years of work experience in a Workforce Solutions Child Care position or similar customer service role working with low-income families.
• Previous eligibility determination experience helpful.
• Strong interpersonal skills and excellent communication and organizational skills.
• Bilingual (English/Spanish) helpful.
• Experience working in Microsoft Office Suite.
• Ability to understand and carry out instructions and procedures with normal supervision.
• Available for a light amount of night and weekend work.
• Ability and desire to work with a diverse population and low-income individuals.
• Must pass a drug/alcohol test and comply with the “Drug Free” Agency Policy.
• Must pass regular criminal history checks.
• Must possess reliable transportation capable of regional travel and maintain a valid Texas motor vehicle operator’s permit with appropriate classification and endorsement.
• Must agree to maintain a satisfactory Motor Vehicle Record (MVR) and minimum insurability as required by law.

Physical Demands

• Ability to maintain physical condition and stamina for duties that may include sitting, standing, walking, or riding in a vehicle for extended periods.
• Must be able to lift, push, pull, and/or move up to 25 lbs.
• Physical requirements in an office environment may include lifting boxes of supplies or files and occasional adjustment of office furniture.

Work Environment

• Ability to adapt to inclement weather conditions and/or situations.
• Ability to drive, occasionally long distances within the region.
• Noise level could be moderate to loud in the work environment.
• Ability to work in a stressful environment and deal effectively with stress.
• Ability to adapt to flexible work schedules as established by management, including potential remote work under extraordinary circumstances.

Travel Requirements

• Light to normal travel, including occasional travel for meetings, classes, and workshops in and out of the service area.
• Must be able to travel by air as needed to attend training, conferences, and related activities.