Application & Enrollment Specialist (Limited Duration)

Multnomah County • Portland, OR

6d • $39 - $48 • Hybrid

About The Position

This is a limited duration position. Limited duration can last up to two (2) years, but can end at any time. As the Limited Duration Application and Enrollment Support Specialist of the Preschool & Early Learning Division in the Department of County Human Services (DCHS), you will be an expert in the use of Preschool for All’s (PFA) application and enrollment tracking software to improve and support operational workflows for a complex and highly visible preschool initiative focused on racial equity. You will support the day-to-day and year-round operations associated with the application and enrollment process for PFA preschool seats. You will primarily work directly with a diverse range of families, family navigators, and preschool providers through staffing a shared centralized support inbox and phone line. You will perform a mix of program customer service support and technical assistance, with the majority of duties focused on answering questions about the application process, program availability, and user end issues. You will apply customer service principles and de-escalation techniques to resolve concerns. You will assist with inquiries, review and update family applications, resolve issues and conflicts, provide support, and conduct follow-ups related to use of the SaaS system, PFA’s application, enrollment process, and workflows. You will train a diverse range of staff, preschool providers, and family navigators in use of PFA’s software as a service (SaaS) solution, coach users to improve their use of the system, implement new processes and functionality, workflow optimization, problem analysis and resolution, use of data and reports for improvement, and data quality improvement.

Requirements

• Proven ability to provide effective customer support across high-volume communication channels, including professional experience managing inbound and outbound phone calls and responding to complex inquiries via phone and email.
• Demonstrate exceptional patience, customer service principles, conflict-resolution, de-escalation skills, and resilience when managing challenging phone or email communications.
• Experience with multi-portal SaaS (Software as a Service) products and/or other application, enrollment, data collection or database software and associated technical systems.
• High level of comfort with technology systems and applications, and ability to onboard new platforms.
• Demonstrated analytical and problem-solving skills.
• Ability to easily adapt to changing priorities and to demonstrate close attention to detail.
• Experience with data cleansing, data validation, and reporting tools.
• Proficiency in creating and editing spreadsheets, ability to use basic formulas.
• Experience with data entry, sorting, filtering data sets.
• Prior experience in developing, coordinating, and conducting training, online and/or in-person.
• Ability to collaborate and communicate effectively with colleagues in a virtual environment.
• Advanced written and oral communication skills including the ability to speak in front of groups virtually and in-person and to communicate in writing policies, procedures, memoranda and training materials.
• Ability to operate and communicate effectively while under pressure is essential.
• Knowledge of early childhood education and/or family programs and services.
• Experience working with diverse communities.
• Advanced knowledge and understanding of the issues surrounding equity, inclusion, implicit bias, institutional racism, and other forms of systemic oppression.
• Knowledge and understanding of cultures, customs and social experiences of historically excluded communities experiencing barriers to opportunity, especially for Black and Indigenous child care providers and families, and Families and Providers of Color.
• Ability to promote a culture of respect, inclusiveness, and appreciation of diverse perspectives, backgrounds, and values
• Associate’s degree in a relevant field of study, or equivalent education and/or practical experience
• Three (3) years of experience with application, enrollment, and/or data collection software
• Experience providing direct frontline customer support, including resolving inquiries, managing communication channels (e.g., phone, email, chat), and maintaining a high level of customer satisfaction

Nice To Haves

• Bilingual skills (ability to speak, read and write fluently in Spanish, Russian, Arabic, or Dari)

Responsibilities

• Staff a centralized application and enrollment support inbox and phone line; provide excellent, responsive, and timely customer support service to diverse families, preschool providers, family navigators, and others who contact PFA regarding the online application and enrollment process over the phone and by email.
• Operate and maintain user support systems, including by phone, email, and within the SaaS solution; provide technical and process support including problem analysis and resolution; collect, summarize, and track user support needs and concerns; document and track support requests for follow-up and reporting.
• Lead and/or participate in efforts to promote data quality and integrity, including data completeness, accuracy, and timeliness. This data includes preschool applications, preschool placement responses, seats and enrollment tracking, and attendance.
• Run and analyze reports for completeness and accuracy of data; troubleshoot and work to resolve data and reporting issues and inconsistencies.
• Train users (preschool providers and family navigators) in one-on-one and group settings using established materials and training plans; create training materials and documentation; create on-line and in-person training, and conduct webinars.
• Collaborate closely with colleagues to coordinate details, track emerging situations and workflows, address errors, and ensure continuity and integrity of information provided to the public.
• Identify and develop effective strategies to support families’ use and understanding of the online application and enrollment process.
• Identify and develop effective strategies to support preschool providers’ use of the system for preschool placements, enrollment tracking, and attendance reporting.
• Consult with staff regarding operational workflows, functions, and processes; provide input for IT and SaaS vendors to continually develop system specifications, designs, interfaces, and test plans.

Benefits

• Multnomah County offers a generous benefits package.
• For more information about our benefit offerings, please visit: https://multco.us/benefits/new-employee-benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree