Family Case Manager

Job Definition

This individual manages a caseload for the ELRC subsidized childcare program of Allegheny County, determining eligibility at application and redetermination for families receiving subsidized childcare assistance. The Family Specialist is the single point of contact for families, conducting in‑person and phone interviews to gather, verify, and evaluate financial and non‑financial information and to explain program policies, regulations, and resources. The role includes supporting families in selecting a childcare provider, managing enrollment, and maintaining a high degree of confidentiality. The position reports directly to a Family Eligibility Supervisor.

Responsibilities and Duties

• Provide an explanation of ELRC services and childcare subsidies to families.
• Interview and support families to obtain information, document, and determine eligibility.
• Respond to family inquiries by phone or email within 24 hours.
• Accurately process applications and redeterminations to ensure timely eligibility determination and case management.
• Assist families with selection and enrollment in a quality childcare setting or early care and education program and provide parent education and support.
• Inform families of their rights and responsibilities as recipients of childcare subsidized benefits.
• Plan, organize, process, and manage caseload to ensure timely enrollment, ongoing case management, and changes to work schedule, employment, or eligibility status.
• Perform all functions according to OCDEL eligibility regulations and ELRC policies and procedures, applying them to individual cases.
• Utilize web‑based databases (Pelican, SharePoint, On‑Base) to store, review, and update family information.
• Maintain Compass Application and Rede Inboxes and update the Application Log, including documenting and reporting NVRA data.
• Coordinate family engagement with childcare providers and other early learning programs (Early Head Start, Head Start, Pre‑K Counts).
• Identify and coordinate referrals for relevant community resources and services beneficial to the child and family.
• Complete all required training and participate in professional development opportunities.
• Attend and participate in team and staff meetings.
• Adhere to Community Family Advocates time and attendance policy.
• Perform other related work as required.

Qualifications

• Professional Knowledge and Abilities:
  • Excellent customer service skills with the ability to interact positively and professionally with people from all cultures and backgrounds.
  • Ability to listen to clients’ queries patiently and respond promptly to problems.
  • Knowledge of customer service ethics, principles, and procedures.
  • Proficiency in managing Outlook email and navigating the Internet.
  • Strong computer skills, including data entry and creating PDFs.
  • Ability to multi‑task and prioritize work tasks.
  • Ability to maintain electronic records and documents accurately and orderly according to agency policies.
  • Ability to establish and maintain effective working relationships with families, staff, and community service agencies.
  • Effective oral and written communication skills.
• Job Requirements:
  • Pennsylvania Child Abuse History Clearance (Act 33).
  • Pennsylvania State Police Request for Criminal Records Check (Act 34).
  • FBI Criminal Background Check (Act 73).
  • Full‑time position requiring 37.5 hours per week in‑person at the Wood Street office.
• Education and Experience:
  • High School Diploma or associate/bachelor’s degree.
  • Experience in customer service, case management, and computer data entry.
  • Employment will be through Community Family Advocates, reporting to the Early Learning Resource Center and operating under its direction and guidelines.

Pay

Hourly Rate: $20.52

Schedule

Full‑time, 37.5 hours per week, in‑person at the Wood Street office.