Program Manager I

Child Care Resource Center • Los Angeles, CA

1d • Hybrid

About The Position

Work where your work matters. Work at CCRC. CCRC prides itself as a workplace of choice for passionate talent, driven by our mission to cultivate child, family and community well-being. Whether the position works directly with the public or supports our programs, every position is vital to our mission's success and reputation as a leader. We are not your typical non-profit. We are 900+ people strong and growing! General Summary: Under the general supervision, the Program Manager I manages and administers the day-to-day operations of community-based programs, hires and trains staff that provide community-based program eligibility and/or services, and ensures staff performance and service delivery is consistent and meets quality standards, program/ contract regulations, and applicable state, federal, and local regulations. The Program Manager I is responsible for implementing, maintaining, and supporting CCRC’s/Division KPIs and program evaluation. The Program Manager I partners and acts as a liaison with internal and external parties. The Program Manager I champions and demonstrates CCRC's organizational mission and values in all aspects of service delivery to children, families, and workforce we serve. Please review the full job flyer here: Program Manager I Job Flyer Essential Duties and Responsibilities The Program Manager I is responsible for managing day-to-day operations and service compliance related to the assigned community-based program. For the community-based program of Subsidized-Payments this includes: Day to Day Operations and Staff Oversight – 60% Designated Office Leadership - 20% Service Compliance and Improvement – 20% Specifically for Subsidized- Payment Program Functional Areas, Day to Day Operations includes: Case Management, including enrollment, authorization, and provider liaison teams (CM) Ensure contract compliance related to family eligibility. Supervise referrals to licensed childcare providers and authorization of care in licensed and license-exempt homes. Manage the payment initiation process for childcare provider within the timeframe provided. Provider Payments (PP) Ensure the accurate and timely processing of payments to childcare providers, including electronic transfers of provider payment data to accounting department per contractual guidelines. Collaborate with Finance staff to ensure cross department procedures are aligned with expectations. Customer Care and Support (CCS) Appropriately de-escalate/ resolve customer service issues/complaints for families by phone or face-to-face. Collect and report data on walk-ins and calls and customer complaints. Training Provide oversight, planning, developing, implementation, and monitoring of the Subsidized -Payment program’s training curricula for the functional areas and CCFA Supportive Services division wide, including maintaining updated curriculum/modules, database (LMS) and training records, and course design catalog. In collaboration with leadership identify and assess future and current area specific training needs. Oversee, track, monitor, and analyze training feedback, evaluate productivity, and efficacy of training programs, method, and techniques; utilize the data to extrapolate training impact upon staff skillset and performance indicators, training improvements, and effectiveness of adult education principles application. Identify skills-gaps and develop trainings for improvement; provides resources and works leadership to develop individualized training plans. Partner with the People & Culture to blend, synergize, and develop CCFA with CCRC Training Opportunities. Provide train-the-trainer sessions for internal subject matter experts.

Requirements

• Bachelor’s degree Family Studies, Social Work, Child Development, Public Administration, Business Administration or related field with five years of experience in administrative management and case management and three years of supervisory experience.
• Or, any combination of education and experience which would enable the candidate to successful perform the functions of the position.
• Intermediate proficiency of Microsoft Outlook, Excel, Word, PowerPoint, basic proficiency of Access
• Proficiency using Windows based programs and data entry experience.
• Ability to use virtual meeting platforms.
• Some travel/business related driving required.
• Staff may choose any mode of transportation (driving, walking, bicycling, carpooling, etc.) to arrive to and depart from the location where attendance is required.
• Should a staff member choose to drive, the staff member must become an approved driver with CCRC prior to driving on behalf of CCRC.
• Approved drivers driving on behalf of CCRC may choose to drive a CCRC vehicle or own vehicle and must meet requirements to be an approved driver including holding and maintaining current auto insurance, current California Driver’s License and receiving DMV clearance
• Ability to work a non-traditional work schedule including early mornings, late evenings and weekends.
• Background check required.

Responsibilities

• The Program Manager I is responsible for managing day-to-day operations and service compliance related to the assigned community-based program.
• Case Management, including enrollment, authorization, and provider liaison teams (CM)
• Ensure contract compliance related to family eligibility.
• Supervise referrals to licensed childcare providers and authorization of care in licensed and license-exempt homes.
• Manage the payment initiation process for childcare provider within the timeframe provided.
• Provider Payments (PP)
• Ensure the accurate and timely processing of payments to childcare providers, including electronic transfers of provider payment data to accounting department per contractual guidelines.
• Collaborate with Finance staff to ensure cross department procedures are aligned with expectations.
• Customer Care and Support (CCS)
• Appropriately de-escalate/ resolve customer service issues/complaints for families by phone or face-to-face.
• Collect and report data on walk-ins and calls and customer complaints.
• Training
• Provide oversight, planning, developing, implementation, and monitoring of the Subsidized -Payment program’s training curricula for the functional areas and CCFA Supportive Services division wide, including maintaining updated curriculum/modules, database (LMS) and training records, and course design catalog.
• In collaboration with leadership identify and assess future and current area specific training needs.
• Oversee, track, monitor, and analyze training feedback, evaluate productivity, and efficacy of training programs, method, and techniques; utilize the data to extrapolate training impact upon staff skillset and performance indicators, training improvements, and effectiveness of adult education principles application.
• Identify skills-gaps and develop trainings for improvement; provides resources and works leadership to develop individualized training plans.
• Partner with the People & Culture to blend, synergize, and develop CCFA with CCRC Training Opportunities.
• Provide train-the-trainer sessions for internal subject matter experts.

Benefits

• Competitive compensation package
• Robust benefit offerings -Medical, Dental, Vision, and Voluntary Life Insurance
• Basic Life Insurance and Long Term Disability paid for by CCRC
• Employer Contribution and Employer Match in the 403(b) Retirement Savings Plan with 100% vesting
• Generous Time Off Policy-Vacation and Sick Time, Holidays, and Paid Winter Break
• Opportunities for learning and professional development, including education reimbursement
• Employee Assistance and Wellness Programs
• 501(c) (3) designation-You can apply for Public Service Loan Forgiveness!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees