Family Support Specialist (1607)

Overview As a valued member of the Capital Area Child Care Services team, you will support a dedicated and highly skilled program committed to serving families in the Capital Area (Travis County) through comprehensive child care and inclusion services, while advancing BakerRipley’s mission and regional impact. Key Responsibilities The Family Support Partner is often the first point of contact for families interested in the Child Care Services program. This role responds to phone inquiries, email, and in‑person interactions with professionalism, clarity, and compassion, ensuring families receive accurate, timely information and feel supported throughout their engagement with the program. Provide direct support to families throughout their eligibility period, including communicating eligibility requirements, reviewing required documentation, explaining program expectations, and managing provider transfers and changes in a family's eligibility status. Manage new referrals to initiate child care for families in Priority Group 1 programs, including DFPS, Choices, TANF, and other direct referral sources. Balance family engagement with accurate case processing and support alignment between families and child care providers using a respectful, solutions‑focused approach. Remain current on CCS policies and procedures at the agency, local, and state levels, as well as available community‑based services to ensure families receive relevant information and appropriate guidance. Maintain strong organizational skills, attention to detail, and the ability to effectively manage multiple priorities in a hybrid office environment. Communicate courteously and confidently, collaborate closely with team members and leadership, and demonstrate cultural responsiveness when working with families from diverse backgrounds. Process and maintain case information in KinderTrack, IssueTrak, DocuWare, and other required systems in accordance with established policies, procedures, timelines, and data quality standards. Document all family and provider interactions, case actions, and outcomes thoroughly to support continuity of services, quality assurance, and reporting requirements. Address and resolve family and provider inquiries, concerns, or complaints in a timely, professional, and respectful manner, escalating issues as appropriate. Collect, track, and support accurate data reporting related to program outcomes and performance metrics. Demonstrate appropriate handling of personally identifiable information (PII) and sensitive personal information (SPI), following all privacy and security protocols. Collaborate with team members and leadership to balance caseloads, meet service timelines, and support consistent service delivery across the program. Participate in quality assurance activities, including case reviews for accuracy, completeness, and policy compliance, and incorporate feedback into daily practice. Share knowledge of CCS policies, procedures, and best practices with peers to promote consistency, learning, and continuous improvement. Perform other duties as assigned and comply with all policies and standards. Expected Positive Outcomes Families experience timely, respectful, and clear support, resulting in improved understanding of eligibility requirements, next steps, and available resources, and reduced confusion or repeat inquiries. Accurate, complete, and well‑documented cases are maintained across all required systems, supporting continuity of services, compliance with contractual and regulatory requirements, and positive audit and quality assurance outcomes. Increased efficiency in case processing leads to timely child care placement, smoother transitions between providers, and minimized service disruptions for families. Strengthened collaboration and program consistency, with staff demonstrating shared understanding of CCS policies, documentation standards, and family engagement practices, contributing to positive customer feedback and reduced escalations or complaints. Important Requirements Bilingual proficiency in English and Spanish is preferred to better serve our diverse community of families. In accordance with organizational policy, this role requires full‑time on‑site attendance during initial training. Following training completion, employees will work under an established hybrid schedule. This position does not qualify as fully remote. Qualifications 1-3 years of relevant work experience supporting families (preferred). 1-3 years of experience working with a database system (preferred). 1-3 years of experience in a hybrid work environment (preferred). #J-18808-Ljbffr BakerRipley