Lead Family Support Specialist (1316)
About The Position
As a valued member of the Capital Area Child Care Services team, you’ll support a dedicated program serving families in Travis County through comprehensive child care while advancing BakerRipley’s mission and regional impact. The Lead Family Support Specialist is responsible for supporting team members by offering guidance and coaching. The Lead Family Support Specialist provides technical assistance and conducts policy and procedure training to other Family Support Partner staff. The Lead Family Support Specialist communicates with customers regarding eligibility issues and documentation requirements, and addresses and resolves customer complaints. The Lead Family Support Specialist provides quality assurance reviews of Family Support Specialist cases and offers constructive feedback to the staff member and the Supervisor regarding areas for improvement and training opportunities. The Lead Family Support Specialist works with other agencies to provide information about the Child Care Services program. This role works in an office environment, with a hybrid opportunity, is organized and prepared, communicates in a professional and courteous manner, collaborates with team members and management, is sensitive to diverse cultures, and communicates clearly and assertively.
Requirements
- Bachelor’s degree in related field from a four-year college OR university or equivalent combination of education and experience preferred.
- At least 2 years of relevant work experience in a role supporting families preferred.
Responsibilities
- Reviews program reports and cases to identify discrepancies, investigate issues, and respond to family inquiries accurately and professionally
- Applies advanced knowledge of child care services across functional areas to support complex or escalated cases
- Conducts quality assurance and case reviews to identify errors and creates a plan to resolve any errors found
- Builds strong, collaborative relationships with team members to promote effective communication, accountability, and a supportive work environment
- Provides family-centered customer service and takes prompt action to address and resolve family and provider concerns or complaints
- Serves as a liaison among program teams and external agencies to ensure coordinated and high-quality service delivery
- Assists with managing team caseload distribution to ensure timely processing and compliance with program deadlines
- Accurately retrieves, enters, and maintains data in program databases
- Provides technical assistance and delivers policy and procedure training to Family Support Partner staff
- Communicates trends, challenges, quality findings, and training needs to the Supervisor to support continuous improvement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
