Family Resource Specialist

Job Description

Job Description

About This Role

We're seeking a compassionate and organized individual to join our team as a Family Resource Specialist. This person will be a vital part of our statewide Child Care Resource and Referral system, connecting families and child care providers with essential resources and support. The ideal candidate will have a passion for serving others and a strong background in quality customer service. An understanding of the Missouri child care subsidy system and the early care and education industry is highly desirable.

This role requires excellent communication skills, empathy, and the ability to handle difficult situations professionally and efficiently. The Family Resource Specialist will work independently and as part of a team, embracing our culture of excellence. This position is funded by a state contract through the Department of Elementary and Secondary Education, Office of Childhood, and may be renewed annually through June 30, 2030.

Responsibilities: As a Family Resource Specialist, you will play a vital role in connecting families, child care providers, and community members with the information and support they need. This includes responding 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.

This position requires phone-based customer support in a fast-paced service environment at least 60% of the job, with the possibility of in-person assistance to help St. Louis area residents access child care and community-based resources.

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

What You'll Do

Key Responsibilities:

• Accurately assist families in locating, accessing, and completing online child care subsidy applications.
• Help families identify 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 relevant systems.
• Provide information on available resources and assist families, child care providers, and community members in locating local services through a statewide database.
• Accurately identify state benefit programs available in Missouri and direct individuals to specialized support or services when needed.
• Demonstrate proficiency in call center systems, such as Genesys.
• Stay up-to-date with the Child Care Data System, Missouri Family Resources website, and other relevant systems.
• Engage in outreach activities, including representing the organization at community events and interacting with families face-to-face.
• Produce accurate documentation promptly after interactions.
• Participate in ongoing professional development and training.
• Promote and uphold CCAMO’s Mission, Vision, Beliefs, and Values in all interactions and services provided.
• Perform other duties as assigned.

Requirements

Staff Competencies/Qualities:

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

Benefits

• 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.)