Client Services Specialist

Equus•Wichita Falls, TX

About The Position

The Client Services Specialist coordinates child care referrals and services, determines family eligibility, maintains eligibility documentation, and provides parents with information to support informed child care choices. The role includes entering and maintaining client information, explaining program rights and responsibilities, responding to complaints, enrolling eligible children, processing redeterminations, terminating services when necessary, and communicating the waiting-list process. The specialist authorizes eligible provider payments, calculates parent cost shares, maintains client files, and applies current eligibility and funding guidelines and departmental policies. The position also involves resolving conflicts, advocating for clients, maintaining confidentiality, reporting suspected abuse, neglect, or misuse of funds, and working with parents, caregivers, providers, colleagues, and management. The specialist attends required meetings and trainings, meets deadlines, maintains accurate time records, and uses office equipment and Microsoft Office. Other related duties and special projects may be assigned.

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, including the ability to communicate orally and in writing in professional business language with attention to spelling and grammar.
Ability to balance duties, prioritize work, and meet deadlines in a deadline-driven environment.
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 as required.
Agreement to maintain a satisfactory motor vehicle record and the minimum insurability required by law.

Nice To Haves

Previous eligibility determination experience.
Bilingual English/Spanish.

Responsibilities

Accept and coordinate child care referrals and manage intake, including referrals for special direct child care programs and initiatives.
Determine family eligibility, enroll eligible children, maintain eligibility documentation, and process client redeterminations or terminate services as needed.
Provide parents with information about quality child care, program requirements, rights and responsibilities, parental choice, and the waiting-list process.
Enter client information into the automated system and maintain accurate, adequate documentation in client files.
Respond to parent complaints and maintain client satisfaction through conflict resolution, advocacy, and customer service.
Promote and ensure parental compliance with the Personal Responsibility Agreement, including sanctions when warranted.
Authorize payments to eligible CCAS providers with appropriate documentation and accurately assess parent cost shares.
Maintain knowledge of and apply eligibility guidelines, funding guidelines, and departmental policies.
Protect the confidentiality of clients, potential clients, children, and co-workers.
Report suspected child abuse or neglect and refer suspected fraud or misuse of funds to a supervisor or management.
Report on-the-job accidents promptly and complete required follow-up forms.
Submit work time accurately and on time in the payroll system, and meet Quality Assurance deadlines and instructions for case-file corrections.
Attend meetings, trainings, and workshops as specified by management.
Communicate positively and work effectively with parents, caregivers, child care providers, team members, and management.
Maintain a productive, clean, and well-maintained work area; arrive on time and ready to work scheduled hours.
Use basic office equipment efficiently, perform accurate math calculations, and work independently and cooperatively while managing time and priorities.
Perform other related duties and special projects as assigned.