Client Services Specialist

Equus • Wichita Falls, TX

2d

About The Position

The Client Services Specialist accepts and coordinates child care referrals, determines family eligibility, maintains required documentation, and enrolls eligible children in services. The role provides parents with information about quality child care and program rules, supports informed child care choices, communicates parental rights and responsibilities, responds to complaints, and works to meet the needs of parents and children. The specialist tracks redeterminations, terminates services when needed, communicates the waiting-list process, assesses parent cost shares, and authorizes payments to eligible CCAS providers with appropriate documentation.

The position applies current eligibility and funding guidelines and departmental policies to individual cases; maintains complete client files; and supports intake, referrals, and special child care programs and initiatives. It promotes parental compliance with Personal Responsibility Agreements, including sanctions when warranted, and ensures parental choice. The role also involves client advocacy, conflict resolution, and customer service; protecting confidentiality; identifying suspected child abuse, neglect, fraud, or misuse of funds and reporting concerns through appropriate channels; and completing case-file corrections and work-time records accurately.

The specialist is expected to work productively and cooperatively in a deadline-driven environment, communicate positively with parents, caregivers, providers, coworkers, and management, attend required meetings and training, and maintain a clean work area. Other related duties and special projects may be assigned. The position requires the ability to travel regionally and availability for a light amount of night and weekend work.

Requirements

• Bachelor’s degree with coursework in child development, early childhood education, or a closely related field; OR a high school diploma or GED and at least three years of work experience in a Workforce Solutions Child Care position or a similar customer service position working with low-income families.
• Strong interpersonal skills.
• Excellent communication and organizational skills.
• Ability to communicate effectively orally and in writing with employees and management at all levels, using professional business language and attention to spelling and grammar.
• Ability to balance varied duties, prioritize, and meet deadlines.
• Ability to communicate effectively with clients, team members, and management.
• Experience working with Microsoft Office Suite.
• Ability to understand and carry out instructions and procedures with normal supervision.
• Ability and desire to work with a diverse population and low-income individuals.
• Willingness to take and pass a drug/alcohol test and comply with the agency’s Drug Free policy.
• Ability to pass regular criminal history checks.
• Reliable transportation capable of regional travel.
• Valid Texas motor vehicle operator’s permit of the appropriate classification and endorsement; willingness to maintain a satisfactory MVR and minimum insurability requirements. MVR checks may be conducted.
• Availability for a light amount of night and weekend work.

Nice To Haves

• Previous eligibility determination experience.
• Bilingual English/Spanish.

Responsibilities

• Accept and coordinate child care referrals.
• Determine family eligibility for services and maintain appropriate eligibility documentation.
• Provide information about quality child care to help parents make informed choices.
• Enter client information into the automated system.
• Communicate program information, parental rights, and responsibilities; respond to complaints and help ensure parents’ and children’s needs are met.
• Track and process client redeterminations and terminate child care services as needed.
• Maintain client satisfaction through conflict resolution, advocacy, and customer service.
• Enroll eligible children in services.
• Promote and ensure parental compliance with Personal Responsibility Agreements, including sanctions when warranted, and ensure parental choice.
• Authorize payments to eligible CCAS providers with appropriate documentation.
• Accurately assess parent cost shares.
• Maintain adequate client-file documentation to support changes, intake, and referrals for special direct child care programs and initiatives.
• Apply current eligibility guidelines, funding guidelines, and departmental policies to individual cases.
• Communicate the waiting-list process to clients.
• Maintain a productive work environment and notify a supervisor of real or perceived problems.
• Protect the confidentiality of clients, potential clients, children, and coworkers.
• Support self-growth and continuous improvement, treat people from diverse backgrounds respectfully, and foster positive working relationships.
• Report suspected child abuse or neglect in accordance with applicable law and refer suspected fraud or misuse of funds to a supervisor or management.
• Report on-the-job accidents promptly and complete appropriate follow-up forms.
• Submit work time accurately and on time in the payroll system.
• Meet Quality Assurance deadlines and follow instructions for case-file corrections.
• Attend meetings, trainings, and workshops as specified by management.
• Work effectively and efficiently in a deadline-driven environment, independently and cooperatively, using time-management skills and flexibility.
• Communicate positively with parents, primary caregivers, child care providers, team members, and management.
• Use basic office equipment efficiently, perform accurate mathematical calculations, and keep the work area clean and well maintained.
• Perform other related duties and special projects as assigned.

Benefits

• Extensive learning opportunities and networking programs.

What This Job Offers

• Job Type: Full-time