Family Engagement Specialist (2640)

About the Role

The Family Engagement Specialist (FES) communicates with customers regarding eligibility issues, documentation requirements, customer complaints, and actions taken by Child Care Services (CCS) regarding their case. The FES also provides information about the CCS program, early childhood development resources, and other community-based resources. This role performs quality assurance reviews of the eligibility determination process, conducts mathematical calculations, and maintains accurate customer files. The FES works in an office environment, collaborates with team members, and ensures professional and courteous communication.

Responsibilities

• Establishes rapport and credibility with customers and providers by providing excellent customer service in a professional and respectful manner.
• Communicates with customers regarding eligibility issues, documentation requirements, customer complaints, and actions taken by CCS.
• Provides information about the CCS program, early childhood development, and community-based resources.
• Performs Quality Assurance reviews of customer eligibility by verifying documentation for completeness and accuracy.
• Conducts mathematical calculations to determine parent income and share of cost.
• Enters data into databases accurately and in a timely manner.
• Maintains accurate and complete customer files.
• Addresses and resolves customer and provider complaints promptly.
• Performs other duties as assigned.

Qualifications

• Intermediate experience with Microsoft Word, Excel, and Outlook.
• Ability to write clear and accurate correspondence.
• Proficiency in calculating figures and amounts.
• Ability to interpret written, oral, diagram, or schedule-based instructions.

Education

Bachelor's Degree or equivalent combination of education and experience.

Experience

• Minimum of 2 years working in public relations with students, families, and community members in underserved communities.
• Minimum of 1 year of teaching experience in PK-12th grade or experience with adult learning.
• Minimum of 2 years of successful coordination and implementation of a program across multiple locations/buildings/campuses.
• Minimum of 2 years working in student mental health as a counselor or social worker.

Skills

• Sensitivity toward working with diverse cultures.
• Clear and assertive communication skills.
• Bilingual in English and Spanish preferred.