Intake Counselor

Early Learning Coalition of Hillsborough County

1d•Onsite

About The Position

Under the direct supervision of the Manager, Intake and Customer Relations, the Intake Counselor is the first point of contact for families, advocates and other early learning community members requesting information on ELCHC programs and referrals, with a specialized focus on childcare resources and referrals. This position will assist families with Voluntary Prekindergarten (VPK) applications and VPK child transfers. This position will also assist with School Readiness Provider transfers, as well as, providing CCR&R listing requests from families. The Intake Counselor position will be responsible for offering funding notification from the School Readiness waitlist and determining preliminary eligibility for the School Readiness Program. The primary mode for carrying out this work will be through the Customer Relations Contact Center (CRC).

Requirements

High school diploma or equivalent; Associate degree preferred
Bilingual (English/Spanish) required
Ability to exemplify our Core Values of Integrity, Equity, Accountability, Collaboration, Innovation, Transparency, Consistency and Benevolence
Proven ability to connect with a diverse population
Ability to identify and resolve problems in a friendly, professional and timely manner
Knowledge of Best Practice customer service principles and practices
Minimum 12 month’s experience in a customer service environment handling high volumes of calls and working with multiple lines
Knowledge of Microsoft Office Suite
Ability to achieve Child Care Resource & Referral certification within 4 months of employment
This position requires successful completion of the level 2 background screenings as set forth in s. 435.04,F.S

Nice To Haves

Associate degree preferred

Responsibilities

Conduct client interviews by phone to assess customer’s needs and to identify available community resources
Screen potential clients for Voluntary Pre-Kindergarten and School Readiness eligibility for federal, state and local funding by comparing customer information to program requirements
Approve VPK applications and VPK re-enrollment
Approve School Readiness provider transfer requests
Resolve customer inquiries via phone and email in a courteous, timely, professional manner
Capable of resolving issues and concerns by providing solutions to customers
Identify and escalate priority issues to the appropriate leader
Input and review client information in the Statewide Data System
Document all call information according to standard operating procedures
Maintain exceptional customer service skills at all times, including high call volume periods
Assist with other duties as needed