Family Engagement Specialist (2217)

About the Role

As a Family Engagement Specialist (FES), you will communicate with customers regarding eligibility issues, documentation requirements, customer complaints, and actions taken by Child Care Services (CCS) regarding their case. You will also provide information about the CCS program, early childhood development resources, and other community resources available to customers. The role involves quality assurance reviews of the eligibility determination process, including reviewing and verifying records and performing mathematical calculations based on documented data such as pay stubs or financial reports.

This position requires working in an office environment, collaborating with team members and management, and demonstrating professionalism, organization, and cultural sensitivity. Bilingual proficiency in English and Spanish is preferred.

Responsibilities

• Establish rapport and credibility with customers and providers by providing excellent customer service in a professional and respectful manner.
• Communicate with customers regarding eligibility issues, documentation requirements, customer complaints, and actions taken by Child Care Services (CCS) regarding their case.
• Provide information about the CCS program, early childhood development, and community-based resources available to customers.
• Perform quality assurance reviews of customer eligibility by reviewing documentation for completeness and accuracy.
• Perform mathematical calculations to determine parent’s income and share of cost.
• Enter data into The Workforce Information System of Texas (TWIST) and the Financial Aid Communication System (FACS) in a timely and accurate manner.
• Maintain accurate and complete customer files in a specific order.
• Address and resolve customer and provider complaints promptly.
• Perform other duties as assigned.

To perform this job successfully, you must be able to handle each essential duty satisfactorily in the volume required by the program. Time-based (daily, weekly, monthly, quarterly, and annual) volume, quality, and customer satisfaction expectations and goals may be set by your direct supervisor based on program needs.

Skills

• Intermediate experience with Microsoft Word, Excel, and Outlook.
• Ability to write clear and accurate correspondence.
• Ability to calculate figures and amounts accurately.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.