Family Support Specialist (1607)

BAKERRIPLEY•Austin, TX

3d•Hybrid

About The Position

As a valued member of the Capital Area Child Care Services team, you will support a dedicated and highly skilled program committed to serving families in the Capital Area (Travis County) through comprehensive child care and inclusion services, while advancing BakerRipley’s mission and regional impact. The Family Support Partner is often the first point of contact for families interested in the Child Care Services (CCS) program. This role responds to phone inquiries, email, and in‑person interactions with professionalism, clarity, and compassion. Family Support Partners ensure families receive accurate, timely information and feel supported throughout their engagement with the program. The Family Support Partner provides direct support to families throughout their eligibility period. This includes communicating eligibility requirements, receiving and reviewing required documentation, explaining program expectations, and managing provider transfers and changes in a family’s eligibility status. The role also manages new referrals to initiate child care for families in Priority Group 1 programs, including DFPS, Choices, TANF, and other direct referral sources. Family Support Partners balance family engagement with accurate case processing and support alignment between families and child care providers using a respectful, solutions‑focused approach. Family Support Partners are expected to remain current on CCS policies and procedures at the agency, local, and state levels, as well as available community‑based services, to ensure families receive relevant information and appropriate guidance and support. This position operates in a hybrid office environment and requires strong organizational skills, attention to detail, and the ability to effectively manage multiple priorities. Successful candidates communicate courteously and confidently, collaborate closely with team members and leadership, and demonstrate cultural responsiveness when working with families from diverse backgrounds. Bilingual proficiency in English and Spanish is preferred to better serve our diverse community of families. In accordance with organizational policy, this role requires full-time on-site attendance during initial training. Following training completion, employees will work under an established hybrid schedule. This position does not qualify as fully remote. Expected Positive Outcomes Families experience timely, respectful, and clear support throughout their engagement with Child Care Services, resulting in improved understanding of eligibility requirements, next steps, and available resources, and reduced confusion or repeat inquiries. Accurate, complete, and well‑documented cases are maintained across all required systems, supporting continuity of services, compliance with contractual and regulatory requirements, and positive audit and quality assurance outcomes. Increased efficiency in case processing leading to timely child care placement, smoother transitions between providers, and minimized service disruptions for families. Strengthened collaboration and program consistency, with staff demonstrating shared understanding of CCS policies, documentation standards, and family engagement practices, contributing to positive customer feedback and reduced escalations or complaints.

Requirements

1-3 years - Relevant work experience in a role supporting families - preferred
1-3 years - Experience working a database system - preferred
1-3 years - Experience in a hybrid work environment - preferred

Responsibilities

Provides professional, courteous, and culturally responsive customer service to families and child care providers, fostering trust and effective working relationships.
Serves as a primary point of contact for families by responding to phone and email inquiries related to eligibility requirements, required documentation, case status, program expectations, and services available through Child Care Services (CCS).
Supports families throughout their eligibility period by reviewing required documentation, explaining next steps, and processing transfers, and all changes in eligibility status.
Assists families in navigating the CCS program by responding promptly to needs, addressing concerns, and connecting families with appropriate resources using a solutions‑focused, family‑centered approach.
Accurately enters, updates, and maintains case information in KinderTrack and other required systems, including IssueTrak and DocuWare, in accordance with established policies, procedures, timelines, and data quality standards.
Maintains organized, complete, and confidential customer records in compliance with agency, local, state, and federal documentation, privacy, and retention requirements.
Documents all family and provider interactions, case actions, and outcomes thoroughly to support continuity of services, quality assurance, and reporting requirements.
Addresses and helps resolve family and provider inquiries, concerns, or complaints in a timely, professional, and respectful manner, escalating issues as appropriate.
Collects, tracks, and supports accurate data reporting related to program outcomes and performance metrics.
Demonstrates appropriate handling of Personally Identifiable Information (PII) and Sensitive Personal Information (SPI), following all privacy and security protocols.
Collaborates with team members and leadership to balance caseloads, meet service timelines, and support consistent service delivery across the program.
Participates in quality assurance activities, including case reviews for accuracy, completeness, and policy compliance, and incorporates feedback into daily practice.
Shares knowledge of CCS policies, procedures, and best practices with peers as appropriate to promote consistency, learning, and continuous improvement.
Performs other duties as assigned
Complies with all policies and standards