Family Specialist

Community Family Advocates•Pittsburgh, PA

3d•Onsite

About The Position

The Family Specialist manages a caseload for the Early Learning Resource Center (ELRC) subsidized childcare program in Allegheny County. The role determines family eligibility at application and redetermination, serves as the single point of contact for families, and conducts in-person and phone interviews to gather, verify, and evaluate financial and non-financial information. The specialist explains program policies, regulations, and resources; helps families select childcare providers; and manages enrollment. The position requires a high degree of confidentiality and a positive, problem-solving approach to challenges. The position is formally employed by Community Family Advocates for administrative and human resources purposes, while functioning as an integrated member of the ELRC team and carrying out day-to-day responsibilities under ELRC direction, supervision, and operational guidelines. It reports directly to a Family Eligibility Supervisor. This is a full-time, 37.5-hour-per-week position performed in person at the Wood Street office.

Requirements

High school diploma, associate degree, or bachelor's degree.
Experience in customer service, case management, and computer data entry.
Excellent customer service skills and the ability to interact positively and professionally with people from diverse cultures and backgrounds.
Ability to listen patiently to clients' questions and respond promptly to problems.
Knowledge of customer service ethics, principles, and procedures.
Ability to manage Outlook email and navigate the internet.
Excellent computer skills, including data entry and creating PDFs.
Ability to multitask and prioritize work tasks.
Ability to maintain electronic records and documents accurately and orderly according to agency policies and procedures.
Ability to establish and maintain effective working relationships with families, staff, and community service agencies.
Ability to communicate effectively, both orally and in writing.
Pennsylvania Child Abuse History Clearance (Act 33).
Pennsylvania State Police Request for Criminal Records Check (Act 34).
FBI Criminal Background Check (Act 73).
Ability to work full-time, 37.5 hours per week, in person at the Wood Street office.

Responsibilities

Explain ELRC services and childcare subsidies to families.
Interview and support families to gather and document information and determine eligibility.
Respond to family inquiries by phone or email within 24 hours.
Process applications and redeterminations accurately to ensure timely eligibility decisions and case management.
Assist families with selecting and enrolling in a quality childcare setting or early care and education program, and provide parent education and support.
Inform families of their rights and responsibilities as recipients of subsidized childcare benefits.
Plan, organize, process, and manage a caseload to support timely enrollment, ongoing case management, and updates related to work schedules, employment, or eligibility status.
Perform work according to OCDEL eligibility regulations and ELRC policies and procedures, applying them to individual cases.
Use web-based databases, Pelican, SharePoint, and On-Base to store, review, and update family information.
Maintain Compass Application and Rede Inboxes, update the Application Log, and document and report NVRA data.
Coordinate family engagement with childcare providers and other early learning programs, including Early Head Start, Head Start, and Pre-K Counts.
Identify and coordinate referrals to relevant community resources and services beneficial to children and families.
Complete required training and participate in professional development opportunities.
Attend and participate in team and staff meetings.
Adhere to Community Family Advocates' time and attendance policy.
Perform other related work as required.