Program Services Specialist

Job Description:

• Serve as principal liaison for providers requesting fee assistance
• Provide customer service support in navigating fee assistance program policies and procedures
• Assist providers in assessing qualifications according to CNCS and Department of Defense policies
• Coordinate and monitor resolution of provider concerns
• Receive and respond to calls, letters, and emails from military families and providers
• Conduct state child care licensing reviews for Enhanced Referral and Military Fee Assistance programs
• Modify, update, and maintain the web-based provider network
• Conduct internal provider reviews based on parent complaints, inspection report history, and staff interaction
• Educate military families and providers about early childhood development, education standards, licensing regulations, and quality child care
• Manage cases and complete provider reviews within five to ten business days
• Review and verify military provider applications through quality control and internal auditing processes
• Provide oral and written follow-up communication and access to available resources
• Update and maintain client information in company databases
• Provide weekly and monthly reports on provider coordinator accuracy, call volume, and complaint intakes
• Maintain professional relationships with state child care licensing points of contact
• Participate in a team-oriented work environment
• Assist with special projects and other duties as assigned

Requirements:

• Bachelor’s degree in early childhood development, education, social work, or psychology required
• An associate’s degree in early childhood development, education, social work, or psychology and 2 years of experience in education, social work, or direct-service field may substitute for bachelor’s degree
• Proven experience providing customer service to diverse populations
• Conflict resolution experience a plus
• Experience in social services, human services, or child development setting
• Experience with case management and multi-tasking
• Experience with call center environment
• Experience in computerized database functions
• Proven multi-tasking capability, sense of urgency, organizational skills, and case management skills
• Experience with Microsoft Office suite of products and Internet-savvy
• Exceptional oral and written communication skills
• Background or experience in early childhood education or the military is a plus
• Fluency in Spanish is a plus
• Knowledge of fee assistance program policies and procedures
• Knowledge of database management and record keeping procedures
• Knowledge of superior customer service principles
• Ability to manage competing priorities under strict deadlines while maintaining attention to detail
• Ability to work independently and in teams
• Ability to analyze problems, resolve issues, or escalate support
• Satisfactory background check required

Benefits:

• Comprehensive medical, dental, and vision insurance
• Flexible Spending Account options for Health and Dependent Care
• Vacation days, sick days, paid holidays, school events leave, and personal leave
• Flexible work arrangements
• Competitive 403b match program
• Retirement planning resources
• Monthly child care stipend, including camps and before/after school care
• Staff community events and team engagement activities