Parent Liaison Specialist

Parent Support Specialist

The Parent Support Specialist plays a key role in ensuring that families have access to the information, resources, and guidance they need to make informed child care decisions that support early learning and long-term school success. This role focuses on providing confidential, supportive assistance and case management to families particularly military familiesseeking information about child care options and fee assistance programs.

The Parent Support Specialist responds to inquiries via phone, chat, email, and online channels, offering exemplary customer service while helping parents understand eligibility requirements and complete applications.

Responsibilities

• Serve as the primary liaison for parents requesting child care fee assistance and child care information, ensuring their questions and concerns are addressed promptly and professionally.
• Provide exceptional customer service support to parents as they navigate fee assistance program policies and procedures, explaining requirements clearly and guiding them through each step.
• Assist parents in assessing and selecting appropriate child care options by reviewing provider qualifications and ensuring alignment with Department of Defense policies.
• Educate parents on how to identify and select quality child care providers, including explaining the use of high-quality indicators, online inspection reports, and Quality Rating and Improvement Systems (QRIS).
• Determine applicant eligibility for child care fee assistance according to Department of Defense policies and accurately provide fee assistance estimates based on established guidelines.
• Update and maintain accurate client information and data in an automated database system, ensuring records are complete and current.
• Collaborate closely with assigned child care coordinators to ensure that all files are processed accurately, efficiently, and in a timely manner.
• Coordinate and monitor the resolution of concerns from parents regarding the fee assistance program, following through until issues are fully addressed.
• Maintain respectful, professional working relationships with military families and other stakeholders, demonstrating empathy and cultural sensitivity.
• Uphold high ethical standards by maintaining strict confidentiality of all client information and adhering to organizational policies.
• Assist with special projects and other functions as needed to support organizational objectives and improve services for families.
• Perform other related duties as assigned to support the mission of expanding access to quality, affordable child care.

Essential Skills

• At least 2 years of experience in a call center environment and/or case management, or a combination of customer service and administrative support experience, preferably including work with military families.
• Strong background in customer service, including experience in call center operations, chat support, and customer support in high-volume environments.
• Demonstrated ability to manage stressful situations and de-escalate challenging interactions independently, without requiring manager intervention.
• Proficiency in administrative and clerical tasks, including data entry, recordkeeping, and use of office productivity tools.
• Knowledge of database management and recordkeeping procedures, with the ability to accurately update and maintain client information.
• Knowledge of superior customer service principles and practices, with a customer service oriented mindset.
• Exceptional critical thinking and decision-making skills to assess complex situations and provide appropriate guidance to families.
• Strong interpersonal skills to engage clients effectively, build rapport, and foster trust with diverse families and stakeholders.
• Excellent organizational and time management skills, with the ability to manage competing priorities under strict deadlines.
• Strong problem-solving skills and the ability to work effectively in high-stress situations while maintaining attention to detail.
• Active listening skills to understand parents concerns, clarify needs, and respond with empathy and accuracy.
• Strong facilitation and conflict resolution skills, including the ability to negotiate between diverse perspectives and find workable solutions.
• Flexibility and the ability to work in a dynamic, fast-paced environment where priorities may shift quickly.
• Ability to acquire information from diverse audiences on a variety of subjects, analyze and select relevant information, and present it in a…