Family Case Manager

Job Description

Job Description

Family Specialist
The Early Learning Resource Center
Hourly Rate: $20.52

Job Definition:
This individual manages a caseload for the ELRC subsidized childcare program of Allegheny County determining eligibility at application and redetermination for families receiving subsidized childcare assistance. The Family Specialist is the single point of contact for families.  Family Specialists conduct in-person and phone interviews to gather, verify and evaluate financial and non-financial information and to explain program policies, regulations, and resources. Family Specialists support families in selection of a childcare provider and manage the process for enrollment.  This work requires a high degree of confidentiality. This individual MUST be a person who brings a positive attitude to their work and who naturally responds to challenges with a ‘can-do’ and problem-solving sensibility. The position reports directly to a Family Eligibility Supervisor. 

Responsibilities and Duties:

• Provide an explanation of ELRC services and childcare subsidies to families
• Interview and support families for the purpose of obtaining information, documenting, and determining eligibility.
• Respond to family inquiries by phone or email within 24 hours.
• Accurately process applications and redeterminations to ensure timely eligibility determination and case management.
• Assist families with selection and enrollment in a quality childcare setting or early care and education program and provide parent education and support.
• Inform families of their rights and responsibilities as recipients of childcare subsidized benefits.
• Plan, organize, process and manage caseload to ensure timely enrollment, on-going case management and changes to work schedule, employment or eligibility status.
• Perform all functions according to OCDEL eligibility regulations and ELRC policies and procedures and apply to individual cases.
• Utilizes web-based databases, Pelican, SharePoint and On-Base to store, review, and update family information.
• Responsible for the maintenance of Compass Application and Rede Inboxes as well as updating the Application Log including documenting and reporting NVRA data.
• Coordinate family engagement with their childcare provider as well as with other early learning programs including Early Head Start, Head Start and Pre-K Counts.
• Identify and coordinate referrals for relevant community resources and services beneficial to the child and family. 
• Completes all required training and participates in professional development opportunities.
• Attend and participate in team meetings and staff meetings. 
• Adhere to Community Family Advocates time and attendance policy.
• Performs other related work as required.

Qualifications:
Professional Knowledge and Abilities:

• Excellent customer service skills including the ability to interact positively and professionally with people from all cultures and backgrounds.
• Demonstrate ability to listen to clients’ queries patiently and promptly respond to problems. 
• Knowledge of customer service ethics, principles, and procedures.
• Ability to manage Outlook email and navigate the Internet.
• Excellent computer skills including data entry and creating pdfs.
• Ability to multi-task and prioritize work tasks.
• Ability to maintain electronic records and documents in an accurate and orderly manner according to agency policies and procedures.
• Ability to establish and maintain effective working relationships with families, staff, and other community service agencies.
• Ability to communicate effectively, both orally and in writing.

Job Requirements:

• Pennsylvania Child Abuse History Clearance (Act 33)
• Pennsylvania State Police Request for Criminal Records Check (Act 34)
• FBI Criminal Background Check (Act 73)
• Full-time position requiring 37.50 hours per week in-person at Wood Street office. 

Education and Experience:
High School Diploma or associate or bachelor’s degree with experience in customer service, case management and computer data entry.

This position will be formally employed by Community Family Advocates. In this capacity, the individual will report directly to the Early Learning Resource Center and will carry out day-to-day responsibilities under the direction, supervision, and operational guidelines of the Early Learning Resource Center. While Community Family Advocates will serve as the official employer for administrative and human resources purposes, the role will function as an integrated part of the Early Learning Resource Center’s team.

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