Program Services Specialist

Aston Carter

2d•$19 - $19•Remote

About The Position

Summary of Position: The Program Services Specialist is responsible for processing child care fee assistance and maintaining relationships with military personnel, family members, and child care providers. Position Duties and Responsibilities: • Ensure all child care fee assistance applications are processed within the mandated timeframes. • Enters client information and data into an automated database system. • Determines applicant eligibility according to outlined program requirements. • As needed, assists applicants in assessing and selecting child care options and determines child care provider qualifications according to outlined program requirements. • Prepares and distributes accurate program information and required documents (provider agreements, attendance sheets, and other documents) to Family child care providers in a timely manner. • Provide exemplary customer service to clients via telephone or email and to assist clients in the resolution of questions or concerns. • Maintain respectful, professional working relationships with clients. • Maintain high-ethical standards including maintaining strict confidentiality. • Participate in a team-oriented work environment. • Assist with special projects and other functions as needed to accomplish Child Care Aware® of America’s mission and objectives. • Perform other duties as assigned.

Requirements

Bachelor’s degree and two years of progressive experience in Social Services, Human Services, Child Development, or Military fee assistance policy and procedures or related areas are required.
Proven experience providing excellent customer service to diverse populations. Conflict resolution experience is a plus.
Experience in social services, human services, or child development settings.
Experience with case management and multitasking.
Experience with call center environment a plus. Proven multi-tasking capability, sense of urgency, organizational skills, and case management skills.
Experience with the Microsoft Office suite of products and Internet-savvy.
Exceptional oral and written communication skills.
Knowledge of fee assistance program policies and procedures.
Knowledge of database management.
Knowledge of superior customer service principles.
Exceptional critical thinking and decision-making skills.
Exceptional interpersonal skills to engage clients.
Strong organizational, time management, and troubleshooting skills.
Active listening skills.
Flexibility and the ability to work in a dynamic, fast-paced environment.
Ability to collect, analyze, and present information for diverse audiences.
Ability to work under high-pressure situations calmly.
Ability to analyze problems and work with clients to resolve issues or escalate to a higher level of support.
Ability to work individually and as a part of a team to meet program objectives.
Ability to work well with individuals of varying backgrounds and skill levels to achieve program goals.
Ability to establish and maintain effective working relationships with all levels of management.

Responsibilities

Ensure all child care fee assistance applications are processed within the mandated timeframes.
Enters client information and data into an automated database system.
Determines applicant eligibility according to outlined program requirements.
As needed, assists applicants in assessing and selecting child care options and determines child care provider qualifications according to outlined program requirements.
Prepares and distributes accurate program information and required documents (provider agreements, attendance sheets, and other documents) to Family child care providers in a timely manner.
Provide exemplary customer service to clients via telephone or email and to assist clients in the resolution of questions or concerns.
Maintain respectful, professional working relationships with clients.
Maintain high-ethical standards including maintaining strict confidentiality.
Participate in a team-oriented work environment.
Assist with special projects and other functions as needed to accomplish Child Care Aware® of America’s mission and objectives.
Perform other duties as assigned.