Program Services Specialist

This is a remote position.

Child Care Aware® of America (CCAoA) is the only national organization that supports every part of the child care system. In partnership with an on-the-ground network of Child Care Resource and Referral (CCR&R) organizations, we work in states and communities to advance high-quality, affordable child care—transforming a patchwork of resources into a system that works for everyone. Together, we make child care strong—and that makes everyone stronger. CCAoA is committed to recruiting and retaining a dynamic workforce to help build a child care system that serves all children and families. Join us in ensuring that every family has access to high-quality, affordable child care.

Summary of Position:

The Program Services Specialist is primarily responsible for assisting military providers with technical support for DoD/Military programs and services. The specialist provides confidential and supportive assistance to prospective fee assistance provider applicants who contact CHILD CARE AWARE® OF AMERICA by phone, email or refer themselves through online inquiry. The specialist provides exemplary confidential and supportive assistance to military families as they navigate the child care fee assistance eligibility and application requirements. The specialist ensures that all required documentation for child care assistance is submitted by providers and updates military providers’ information in CHILD CARE AWARE® OF AMERICA’s databases.

Why You'll Love Working with Us:

At Child Care Aware of America, we believe that a happy, healthy team is the foundation of our success. That's why we offer an exceptional benefits package designed to support your well-being, growth, and work-life balance:

• Comprehensive Health Coverage: We provide top-tier medical, dental, and vision insurance to keep you and your family healthy and thriving. Flexible Spending Account options for Health and Dependent Care too!
  
• Generous Paid Time Off: Enjoy ample vacation days, sick days, paid holidays, school events leave and personal leave to recharge and pursue your passions.
  
• Flexible Work Arrangements: Whether the position is remote or hybrid, we accommodate your needs to help you achieve a harmonious work-life balance.
  
• Retirement Plans: Plan for your future with our competitive 403b match program and retirement planning resources.
  
• Child Care Stipend: A monthly subsidy to help cover the cost of child care - including camps and before/after school care.
  
• Community: Our staff regularly plan engaging events to ensure that teams feel connected despite a virtual environment.
  

Position Duties and Responsibilities:

• Serve as principal liaison for providers requesting fee assistance, provide exceptional customer service support in navigating fee assistance program policies and procedures.
  
• Assist providers in assessing provider qualification according to CNCS and the Department of Defense policies.
  
• Coordinate and monitor resolution to concerns from providers regarding fee assistance program.
  
• Maintain respectful, professional working relationships with military providers.
  
• Maintain high-ethical standards including maintaining strict confidentiality.
  
• Receive incoming calls, letters and E-mail from military families and providers and provide exemplary customer service via active listening and professional communication.
  
• Conduct state child care licensing reviews to support the Enhanced Referral and Military Fee Assistance programs.
  
• Modify, update and maintain web based provider network.
  
• Conduct internal provider reviews that result from parent complaints, inspection report history and staff interaction.
  
• Educate military families and providers about early childhood development, early childhood education standards, state licensing regulations and indicators of quality child care.
  
• Manage cases within established guidelines and procedures to complete provider reviews within five to ten business days.
  
• Review military provider applications for quality control requirements.
  
• Verify provider applications through internal auditing process.
  
• Provide oral and written follow-up communication to clients as well as access to all available resources.
  
• Update and maintain client information in CHILD CARE AWARE® OF AMERICA’s databases.
  
• Provide weekly and monthly reports on provider coordinator accuracy, call volume and complaint intakes.
  
• Cultivates respectful, professional working relationships with state child care licensing points of contact (POCs).
  
• Participate in a team-oriented work environment.
  
• Assist with special projects and other functions as needed to accomplish CHILD CARE AWARE® OF AMERICA objectives.
  
• Perform other duties as assigned. 
  

Knowledge, Skills, Abilities:

• Knowledge of fee assistance program policies and procedures
  
• Knowledge of database management and record keeping procedures
  
• 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.
  
• Strong facilitation and conflict resolution skills and the ability to negotiate between diverse perspectives.
  
• Active listening skills.
  
• Ability to acquire information regarding different subjects, analyze, select and present information in an acceptable form for diverse audiences.
  
• 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 situation and be able to problem solve effectively.
  
• Ability to perform investigative and critical thinking tasks.
  
• 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.
  
• Ability to analyze problems and work with clients to resolve issues or escalate to a higher level of support
   
  

Qualifications:

• Bachelor’s degree in early childhood development, education, social work, psychology required. An associate’s degree in early childhood development, education, social work, psychology and 2 years of experience in education, social work, or direct-service field may substitute for bachelor’s degree.
  
• Proven experience providing customer service to diverse populations. Conflict resolution experience a plus.
  
• Experience in social services, human services, or child development setting.
  
• Experience with case management and multi-tasking.
  
• Experience with call center environment.
  
• Experience in computerized database functions.
  
• 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.
  
• Background or experience in early childhood education or the military is a plus.
  
• Fluency in Spanish is a plus.
  
  

Salary Information:

The salary range reflected in this job posting is the hiring range for this position within the Washington DC Metropolitan area. Please note that a geographic differential will be applied to the salary for candidates hired from regions with a lower cost of living. This adjustment ensures competitive and equitable compensation based on location.

Notice:

Child Care Aware of America works in partnership with Talentuition & Infiniti HR throughout the hiring process. Candidates may receive outreach from representatives at Talentuition on behalf of Child Care Aware of America concerning interview scheduling, resume inquiries, and any further information necessary to begin the interview process.

This position description summarizes the main duties and responsibilities of the job.  It neither prescribes nor restricts the exact tasks that may be assigned to carry out these duties. This position description is not meant to be an all/inclusive statement of the duties and responsibilities of the position. This document should not be construed in any way to represent a contract of employment.  Child Care Aware® of America reserves the right to review and revise this document at any time. This position requires completion of a satisfactory background check. Child Care Aware® of America is an Equal Opportunity Employer / Drug-Free Workplace.