Family Support Specialist

BAKERRIPLEY•Austin, TX

14d•Hybrid

About The Position

The Family Support Specialist supports BakerRipley’s Capital Area Child Care Services (CCS) team, serving families in Travis County through child care and inclusion services. The role is often the first point of contact for families interested in CCS and provides clear, timely, professional, and compassionate assistance by phone, email, and in person. The specialist supports families throughout their eligibility period by explaining requirements and program expectations, reviewing documentation, processing provider transfers and eligibility changes, and managing referrals for families in Priority Group 1 programs, including DFPS, Choices, TANF, and other direct referral sources. The position combines family engagement with accurate case processing and coordination between families and child care providers. It requires current knowledge of CCS policies and procedures at agency, local, and state levels, as well as awareness of community-based services. The role works in a hybrid office environment, with full-time onsite attendance required during initial training. After training, employees follow an established hybrid schedule; the position is not fully remote. Successful performance includes providing respectful and clear family support, maintaining accurate and complete case records, facilitating timely child care placement and provider transitions, and contributing to consistent program practices and positive customer experiences. The specialist collaborates with colleagues and leadership, manages competing priorities, and demonstrates cultural responsiveness when working with families from diverse backgrounds.

Requirements

Bachelor’s degree from a four-year college or university, or an equivalent combination of education and experience.
2–4 years of relevant work experience in a role supporting families.
Demonstrated experience using Office 365 applications such as Outlook, Word, Excel, and SharePoint, and Microsoft Teams in a professional setting.
Ability to navigate case management or customer service platforms and learn new systems quickly.
Comfort using technology to manage client records, communicate with team members, and support service delivery.
Strong interpersonal, communication, and organizational skills.
Ability to independently manage multiple priorities.
Ability to communicate courteously and confidently and collaborate with team members and leadership.
Cultural responsiveness when working with families from diverse backgrounds.

Nice To Haves

2–4 years of experience working with a database system.
Bilingual proficiency in English and Spanish.

Responsibilities

Provide professional, courteous, and culturally responsive service to families and child care providers.
Respond to phone and email inquiries about eligibility, documentation, case status, program expectations, and CCS services.
Support families throughout their eligibility period by reviewing documentation, explaining next steps, and processing provider transfers and changes in eligibility status.
Manage new referrals to initiate child care for families in Priority Group 1 programs, including DFPS, Choices, TANF, and other direct referral sources.
Help families navigate CCS, respond to needs and concerns, and connect them with appropriate resources using a family-centered, solutions-focused approach.
Enter, update, and maintain case information in KinderTrack and other required systems, including IssueTrak and DocuWare, in accordance with policies, timelines, and data quality standards.
Maintain complete, organized, and confidential customer records in compliance with documentation, privacy, and retention requirements.
Document family and provider interactions, case actions, and outcomes to support continuity of services, quality assurance, and reporting.
Address and help resolve family and provider inquiries, concerns, and complaints, escalating issues when appropriate.
Collect, track, and support accurate reporting of program outcomes and performance metrics.
Handle personally identifiable information (PII) and sensitive personal information (SPI) according to privacy and security protocols.
Collaborate with team members and leadership to balance caseloads, meet service timelines, and support consistent service delivery.
Participate in quality assurance case reviews and apply feedback to daily work.
Share CCS policies, procedures, and best practices with peers to promote consistency and continuous improvement.
Perform other duties as assigned.
Comply with all policies and standards.