Senior Program Intake Representative

City of Seattle•Seattle, WA

1d•Hybrid

About The Position

Through the Families, Education, Preschool & Promise (FEPP) Levy, the Early Learning programs are growing significantly year after year. With this increase in number of families needing service, the team of Program Intake Representatives (PIRs) has grown. This position will provide capacity for required monitoring and tracking of day-to-day operations and timely response to the most complex operational and escalated customer issues. This Senior PIR serves as the PIR lead on the more complex intake assignments and assists the manager in monitoring daily operations, reporting, and resolving issues. In this role, the Senior PIR assists the manager and staff in tracking and auditing processed applications/enrollments, resolving complex customer service issues, communicating with external partners to resolve program interpretation issues, billing or enrollment errors. The Senior PIR trains and mentors journey-level PIR staff on the eligibility/enrollment processes, tracking systems, and community resources, which require advanced knowledge of program policies, eligibility requirements, and extensive experience with resolving issues. The position will also assist with program planning, monitor workload at various points in the enrollment cycle, and make recommendations to management regarding eligibility standards, program policies, and case management strategies, as well as staffing needs.

Requirements

Associate degree in a social science, education, or a related field
Three years of experience interviewing families for the purposes of determining eligibility for programs, and completing program enrollment, preferably in a childcare or preschool setting
OR Bachelor’s degree in a social science, education, or a related field
Two years of experience interviewing families for the purposes of determining eligibility for programs, and completing program enrollment, preferably in a childcare or preschool setting
OR Four years of experience interviewing families for the purposes of determining eligibility for programs, and completing program enrollment, preferably in a childcare or preschool setting
Comfortable exercising good judgment during ambiguity
Excited to act as a leader and expert in intake and enrollment
Curious to learn technology and harness its power to better serve families
An experienced interpreter of policy and committed to serving families in the community
Passionate about service and relationships with sometimes high-need families
Humble and ready to collaborate, even if the answer wasn't your idea
Team-centric, enjoying working with teammates as well as producing strong independent work
Fiercely detail-oriented and organized in your work
Self-driven to explore solutions and problem-solve

Responsibilities

Speaking to families, evaluating their needs, and determining eligibility for services and programs
Explaining program guidelines and eligibility requirements
Reviewing families’ applications for completeness and income documents to determine program eligibility
Arranging interpreter services for non-English speaking families
Conducting outreach activities which may include presenting information to community groups and governmental agencies
Monitoring caseload and closing child care subsidies when benefits are exhausted or when families become ineligible; explaining benefit denials to families
Preparing correspondence, including recommendations to the operations manager on behalf of families requesting "Exception to Policy" approval
Maintaining records, filling out data entry forms, updating records, and coordinating completion of separate forms for each applicant
Training and onboarding other team members
Providing information and referrals on services available through other agencies
Utilizing database to manage information and maintain data integrity.
Managing the tuition experience for SPP families
Leading relationship and support for partner programs such as Transportation Access Program's ORCA cards for SPP families, Farm to Preschool, etc.
Submitting user stories to IT to address system bugs and improvements.
Testing system changes, updates, and improvements.
Training the team on new system features.
Strengthening team operations by helping resolve complex customer issues, documenting procedures, and developing tools that improve efficiency.