Family Specialist

About the role

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 serves as the single point of contact for families, conducting in-person and phone interviews to gather, verify, and evaluate financial and non-financial information and explaining program policies, regulations, and resources. The role supports families in selecting a childcare provider and managing the enrollment process. This work requires a high degree of confidentiality.

The position reports directly to a Family Eligibility Supervisor and requires a person who brings a positive attitude to their work and naturally responds to challenges with a ‘can-do’ and problem-solving sensibility.

Responsibilities

• 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
• Utilize web-based databases including Pelican, SharePoint, and On-Base to store, review, and update family information
• Responsible for the maintenance of Compass Application and Rede Inboxes as well as updating the Application Log including documenting and reporting NVRA data
• Coordinate family engagement with their childcare provider as well as with other early learning programs including Early Head Start, Head Start, and 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 meetings 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 including the ability to interact positively and professionally with people from all cultures and backgrounds
• Demonstrate ability to listen to clients’ queries patiently and promptly respond to problems
• Knowledge of customer service ethics, principles, and procedures
• Ability to manage Outlook email and navigate the Internet
• Excellent computer skills including data entry and creating PDFs
• Ability to multitask and prioritize work tasks
• Ability to maintain electronic records and documents in an accurate and orderly manner according to agency policies and procedures
• Ability to establish and maintain effective working relationships with families, staff, and other community service agencies
• Ability to communicate effectively, both orally and in writing

Requirements

• Pennsylvania Child Abuse History Clearance (Act 33)
• Pennsylvania State Police Request for Criminal Records Check (Act 34)
• FBI Criminal Background Check (Act 73)

Schedule

Full-time position requiring 37.50 hours per week in-person at the Wood Street office.

Education and Experience

High School Diploma or associate or bachelor’s degree with experience in customer service, case management, and computer data entry.

Pay

Hourly rate: $20.52