Deputy Director
About The Position
The Deputy Director of the Provider Inquiry Unit (PIU) assists the Director with the unit’s daily operations. PIU researches and investigates provider payment and enrollment issues that could not be resolved by CFWB Call Center agents, and provides information, technical assistance, and problem resolution to child care providers, families, community partners, and government agencies regarding child care subsidy services and provider enrollment activities. The unit works closely with the ACS Finance/Voucher Payment Unit (VPU) and YMS Management Associates Inc., the ACS contracted payment agent for subsidized voucher providers. PIU is also responsible for provider closures in ACCIS resulting from action by OCFS. The Deputy Director oversees staff responding to inquiries concerning child care enrollment, attendance reporting, provider payments, licensing updates, enrollment adjustments, capacity issues, and other operational matters. The role serves as a liaison among ACS, HRA, VPU, YMS Management, and other internal and external stakeholders, ensuring accurate and timely resolution of provider and family concerns. The position exercises independent judgment in managing staff, resolving escalated issues, implementing operational improvements, monitoring performance outcomes, and ensuring compliance with agency policies and procedures. The role also oversees the Child Care Reception Desk, ensuring professional, customer-focused service and effective handling of walk-in inquiries and escalated concerns.
Requirements
- A baccalaureate degree from an accredited college.
- Two years of full-time satisfactory experience in social casework, including at least one year in a supervisory capacity.
- Candidates with child-caring responsibilities are subject to the inquiry required by Section 424-A of the New York Social Services Law regarding child abuse and maltreatment reports.
Nice To Haves
- Permanent Supervisors I and II are encouraged to apply.
Responsibilities
- Assist the Director in overseeing the daily operations of the Provider Inquiry Unit.
- Ensure timely and accurate resolution of provider, family, and stakeholder inquiries.
- Manage workflow, staffing assignments, and service coverage to maintain unit performance standards.
- Develop and implement operational procedures to improve efficiency and customer service.
- Monitor inquiry trends and recommend operational improvements.
- Ensure providers receive assistance with enrollment adjustments, attendance reporting, capacity issues, licensing and permit updates, change-of-address requests, payment inquiries, provider enrollment requirements, and required forms and documentation.
- Ensure enrollment records are accurately modified and corrected to support proper child care payment processing.
- Monitor system updates and data integrity to ensure compliance with program requirements.
- Review complex enrollment and payment issues requiring management intervention.
- Serve as a liaison between multiple agencies and stakeholders.
- Oversee daily operations of the Child Care Reception Desk.
- Ensure reception staff provide professional, customer-focused service to providers, families, and visitors.
- Establish procedures for handling walk-in inquiries and escalated concerns.
- Monitor customer service performance and implement corrective actions when necessary.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
