Family Resource Specialist

Child Care Aware® of Missouri (CCAMO) is seeking a detail-oriented, solution-driven individual with a passion for serving others. The ideal candidate is people-focused and interested in supporting individuals in a variety of settings, including providing assistance over the phone in a high-volume call environment and helping families face-to-face and virtually. This person works well independently and as part of a team while embracing CCAMO’s culture of excellence.

An understanding of the Missouri child care subsidy system, the early care and education industry, and a background in quality customer service are highly desirable. This role requires strong communication skills, empathy, and the ability to handle difficult situations professionally and efficiently.

The Family Resource Specialist is funded by a state contract through the Department of Elementary and Secondary Education, Office of Childhood. Funding is provided through June 30, 2027, and may be renewed annually through June 30, 2030.

Responsibilities: The Family Resource Specialist will be a part of Missouri’s statewide Child Care Resource and Referral (CCR&R) system playing a vital role in connecting families, child care providers, and community members with the information and support they need. This position is responsible for responding accurately and professionally to calls and questions related to:

• Child care subsidy navigation - guiding families through the application process and referring them to appropriate services.
• Child care referrals - assisting families in finding child care programs and sharing quality indicators in child care programs.
• Other resources – providing information about other specific community resources and state benefits.

As a representative of CCAMO and the Missouri Childhood Resource and Referral Center, the Family Resource Specialist provides phone-based customer support in a fast-paced service environment at least 60% of the job. This position may also offer in-person assistance to help St. Louis area residents access child care and community-based resources a percentage of the time.

This position reports directly to the Director of Resource & Referral.

Duties and Responsibilities:

• Assist families in locating, accessing, and completing the online child care subsidy applications accurately.
• Work within a phone-based call center environment, handling a high volume of inbound calls daily and utilizing call center systems such as Genesys.
• Demonstrate strong customer service skills with the ability to actively listen, de-escalate concerns, and provide clear guidance to callers during complex conversations.
• Guide families in identifying child care options that meet their needs, including location, availability and other quality indicators of programs.
• Update Provider Information Forms for child care providers and manage data within a statewide child care referral database and other appropriate systems.
• Provide information on available resources and assist families, child care providers, and community members in locating local services through a statewide database.
• Understand the range of state benefit programs available in Missouri and accurately identify when and where individuals should be transferred or referred for specialized support or services.
• Maintain a working understanding of the Child Care Data System, Missouri Family Resources website, and other relevant systems.
• Participate in outreach activities, including representing the organization at community events and engaging with families face-to-face when needed.
• Produce accurate documentation promptly after interactions.
• Engage in ongoing professional development and training.
• Engage in the organization’s fundraising and friend-raising activities.
• Promote and uphold CCAMO’s Mission, Vision, Beliefs, and Values in all interactions and services provided.
• Other duties as assigned.

Staff Competencies/Qualities:

• An associate degree in Human Services, Early Childhood Education, Communication, or a related field is required.
• Minimum of six (6) months of experience in customer service or through a call center.
• Valid driver’s license, auto insurance, and the ability to successfully pass a criminal background check are required.
• Working knowledge of the early care and education field and child care subsidy program preferred.
• Proficient in Microsoft Office applications, including Excel, Outlook, and Word, and virtual meeting platforms such as Zoom and Microsoft Teams.
• Commitment to data integrity and maintaining accurate, well-organized records.
• Strong verbal and written communication skills are required.

Company contribution to 401k vested 100% at time of hire. Company paid medical, dental, vision, long-term disability, and life insurance with a small employee copay. Accrual of two weeks’ vacation and sick time during the first year. Parental Leave Benefit -Full-time exempt employees can access up to six weeks of paid parental leave for births, surrogacies, and adoption after 12 consecutive months of active employment. (Company-paid benefits add approximately $20,000 in value to the total compensation package.)