Family Services Coordinator - ELRC 18

PHMC serves as both a direct service provider to individuals, families, and communities across the region and as an intermediary agent - managing large-scale contracts, government and philanthropic partnerships, and multidisciplinary initiatives that require operational sophistication, strategic leadership, and deep mission alignment.

SERVICE AREA: Child Development & Family Services

PROGRAM: Early Learning Resource Center (ELRC) 18

JOB OVERVIEW:

The Family Services Coordinator is an essential member of the Family Services Team. This position is responsible for supervising a team performing core ELRC functions and directing workflow support to meet family client demand, including at initial ELRC engagement, Child Care Works application, redetermination, and appeal processes. The Family Services Coordinator ensures that assigned Specialists are cross-trained in critical eligibility and customer service tasks, maintaining current and complete knowledge of regulations, policy, and ELRC protocol. The position ensures the Family Services Team is equipped with Specialists that can be deployed effectively in response to variations in client needs. This position reports to the ELRC Assistant Director and collaborates across the ELRC to reduce client barriers and improve the agility of the Family Services Team during periods of increased call volume, application rate, redetermination rate, and policy updates. The Family Services Coordinator primarily operates out of the Early Learning Resource Center office.

RESPONSIBILITIES:

• Supervise a team of Family Services Specialists in performing varied eligibility, appeal, and customer services functions based on ELRC client demand.
• Responsible for regular training, building team knowledge of and adherence to Child Care Works regulations, OCDEL Policy, essential database functionality (PELICAN, ECM, etc.), and PHMC protocol.
• Responsible for quality control of all assigned team tasks and reflective supervision with assigned team.
• Evaluate Family Services Specialists staff after 90-day initial review period and on an annual basis to build integrity of processes, addressing job performance when necessary.
• Responsible for working collaboratively with other department Coordinators and Family Services Manager to forecast support needs, identify assigned tasks, and to increase cross-training opportunities within the department.
• Work in conjunction with ELRC Assistant Director and Family Services Manager to ensure compliance with OCDEL regulations and timeframes and to conduct regular compliance monitoring, quality control activities, and outcomes reporting for team performance.
• Complete ongoing required and growth professional development to remain current on ELRC policies and procedures, to understand the scope of resources available to regional families, and to develop internal and external collaboration to promote access to the full scope of resources.
• Produce reports as requested.
• Additional duties as assigned.

SKILLS:

• Demonstrated proficiency with computer software programs (Microsoft Word, Access) and data entry.
• Strong organizational, time management, and follow-up skills.
• Detail-oriented.
• Proven ability to work under pressure, perform concurrent multiple tasks, identify and prioritize issues/ work assignments, and meet deadlines.
• Good written and verbal communication skills.
• Proven ability to demonstrate leadership skills.
• Proven ability to demonstrate problem-solving skills.
• Proven ability to exercise good judgment.
• Self-motivated, ability to work with minimal supervision.

EXPERIENCE:

• Supervisory or equivalent experience with a minimum of 3 years experience with subsidized child care provider eligibility or 5 or more years of work experience in human services, customer service, or a related field involving program eligibility determination.

EDUCATION:

• High School Diploma
• Associate degree or higher preferred in social services or related field

PHMC is an Equal Opportunity and E-Verify Employer.