Senior Parent Services Specialist

Child Care Aware® of America (CCAoA) is the country's leading voice for child care, championing equitable access to affordable, high-quality care.

CCAoA works with partners at the local, state and federal levels, including the United States Military and the Department of Defense, to make child care programs, policies and funding work better for children, families, child care providers and communities.

CCAoA works in all 50 states and the District of Columbia to build the supply of healthy, nurturing and stable child care that helps families get to work, supports children's development and learning and keeps our economy growing. CCAoA also delivers innovative, results-based services for families and child care providers; produces research; engages with the media, public and policymakers; and advances policies and mobilizes action that promotes understanding of and increased investment in a high-quality child care system. To learn more, visitour website. Follow CCAoA on Twitter, Facebook, LinkedIn and Instagram.

Summary of Position: The Senior Parent Services Specialist is responsible for serving as a lead support to the parent services team. The ideal candidate will have experience with the operations of a call center; S/he can assist military families with technical support and provide child care information for the DOD/Military programs, as well as supporting team members in their work. S/he seeks to promote Child Care Aware of America's mission and philosophy through the delivery of direct and indirect services to Military service members. The Senior Parent Services Specialist provides confidential and supportive assistance to families who contact Child Care Aware of America by phone, email, chat, or refer themselves through online inquiry.

They further this mission by providing support to all areas of Child Care Aware®, accordance with CCA's mission to increase the knowledge set of parents and child care providers as it pertains to high-quality child care and locating resources in their communities.

Position Duties and Responsibilities:

• Provide accurate and exemplary customer service support:
  • Serve as the principal liaison for parents requesting fee assistance and child care information, provide exceptional customer service support in navigating fee assistance program policies and procedures.
  • Assist parents by reviewing the eligibility and application requirements for child care fee assistance
  • Educate parents on how to select a quality provider by explaining how to use tools such as high-quality indicators, online inspection reports, and Quality Rating Improvement System (QRIS).
  • Ensures that all required documentation for child care fee assistance is submitted by parents and update military families' information in Child Care Aware of America's databases.
  • Determine applicant eligibility according to Department of Defense policies and accurately confirm and calculate child care fee assistance rates according to Department of Defense policies and custom calculator.
  • Coordinate and monitor resolution to concerns from parents regarding the fee assistance program.
  • Work closely with assigned child care coordinators to ensure that all files are processed accurately and efficiently.
  • Work closely with additional departments to ensure timely and accurate processing regarding the fee assistance program

• Engage in team collaboration and Assist programs manager:
  • Take on a leadership role for departmental tasks and projects, as needed
  • Analyze and solve problems or potential problems as they arise and determine when problems need a supervisor's attention.
  • Maintain high-ethical standards including maintaining strict confidentiality.
  • Perform other duties as assigned.
  • Assist with weekly, monthly, and annual reporting.
  • Provide training to staff members who are new to the team.
  • Maintain respectful, professional working relationships with military families.
  • Maintain respectful, professional working relationships with co-workers and with Child Care Aware of America's customers
  • Perform other duties as assigned.

Qualifications:

• Bachelor's degree in early childhood development, education, social work, or psychology preferred.
• Fluency in Spanish is a plus.
• Proven experience in social services, human services, or child development settings.
• Experience with case management and call center environment.
• Experience in computerized database functions.
• Excellent computer skills and experience with the Microsoft Office suite of products.
• Exceptional oral and written communication skills.

Knowledge:

• Knowledge of database management and recordkeeping procedures.
• Knowledge of superior customer service principles.
• Exceptional interpersonal skills to engage clients.

Skills:

• Excellent organizational, time-management, and problem-solving skills.
• Strong leadership skills.
• Strong facilitation and conflict resolution skills and the ability to negotiate between diverse perspectives.

Ability:

• Ability to acquire information regarding different subjects, analyze, select, and present information in an acceptable form.
• Ability to manage competing priorities under strict deadlines while maintaining a high level of attention to detail in a fast-paced environment.
• Ability to work in high-stress situations or under time pressure and be able to solve problems effectively.
• Ability to work independently, to work in teams, and 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.

Location: Arlington, Virginia. Candidates must be based in Washington D.C., Maryland or Virginia Metropolitan area.

Child Care Aware® of America is an Equal Opportunity Employer / Drug-Free Workplace. Child Care Aware® of America is an Equal Opportunity Employer & Drug-Free Workplace. This position requires the completion of a satisfactory background check. As a condition of employment with Child Care Aware® of America, all new employees must provide proof of vaccination on the first day of their employment.