Family Service Specialist-ELRC 18

About the role

PHMC serves as both a direct service provider to individuals, families, and communities across the region and as an intermediary agent — managing large-scale contracts, government and philanthropic partnerships, and multidisciplinary initiatives that require operational sophistication, strategic leadership, and deep mission alignment. The Family Services Specialist is an essential member of the Family Services Team, responsible for performing core ELRC functions and providing broad Family Services Team workflow support to meet family client demand.

Responsibilities

• Performs varied eligibility, appeal, and customer services functions based on ELRC client demand.
• Completes regular training, building knowledge of and adherence to Child Care Works regulations, OCDEL Policy, essential database functionality (PELICAN, ECM, etc.), and PHMC protocol.
• Responsible for quality control of all assigned tasks, with strong performance in compliance monitoring.
• Works collaboratively with other department Specialists, Coordinators, Family Services Manager to respond to forecasted support needs, assigned tasks, and to increase cross-training opportunities within the department.
• Adheres to compliance guidance based on OCDEL regulations and timeframes and models processing in line with ELRC protocol for peers.
• Completes ongoing required and growth professional development to remain current on ELRC policies and procedures, to understand the scope of resources available to regional families, and to develop internal and external collaboration to promote access to the full scope of resources.
• Produces reports as requested.
• Additional duties as assigned.

Requirements

• Minimum of five (5) years of experience in Child Care Works program eligibility, including experience with community engagement for families in Philadelphia and working with early learning programs and/or needs-based services.
• High school diploma is required.
• Associate degree preferred in Social Work, Human Services, Administration, or related field.

Skills

• Ability to help clients, community members, and colleagues problem-solve and achieve goals in a consistently friendly, informed manner.
• Ability to use required databases, software, other technology, including tracking and reporting systems relevant to the job.
• Strong oral and written communication skills.