Co-Director, Eligibility & Family Access Services

Co-Director, Eligibility & Family Access Services

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The Co-Director of Eligibility & Family Access Services provides strategic and operational leadership for all Eligibility and Family Services functions within the Child Care Circuit (CCC). This role serves as the senior director for the Child Care Circuit and ensures compliance with EEC regulations, oversees the integrity of eligibility determinations and redeterminations, leads family service operations, and manages all family-facing supports including resource and referral, options counseling, and navigation services.

The Co-Director also oversees data accuracy, KPI performance, audit readiness, and contributes to the modernization of systems and processes under the EEC Resource and Referral Services contract.

The Co-Director of Eligibility & Family Access Services provides leadership and supervision to a team of professionals, including other directors and managers, to ensure effective program operations. This position reports directly to the Chief Executive Officer and is classified as an exempt role.

• Oversee all eligibility processing, including intake, documentation review, determinations, redeterminations, and case closures, ensuring compliance with EEC policies, regulations, and internal controls.
• Maintain oversight of client (family) service operations, including callbacks, response times, family follow-up, multilingual communication, and service quality expectations outlined in EEC KPIs.
• Ensure families receive accurate, timely information about child care financial assistance options, subsidy processes, waitlist procedures, and program policies.
• Oversee specialized assistance to priority populations, including DCF/DTA-referred families, young parents, families experiencing homelessness, families of children with disabilities, and families needing enhanced navigation support.
• Lead the daily use and integration of EEC data systems, including FACTS, CCFA, Kinder Wait, and other EEC-designated platforms, ensuring accuracy, data integrity, and efficient workflow management.
• Prepare and submit all required KPI reports, performance summaries, and data analyses; use data to identify systemic issues, trends, and opportunities for improvement.
• Develop and maintain internal control systems, support continuous quality improvement, and prepare for all EEC compliance reviews and audits.
• Collaborate with the Co-Director of Provider Services to ensure smooth transitions from eligibility to provider placement and to resolve complex family-provider issues.
• Supervise, coach, and support Assistant Director(s), Supervisors, and case management teams to ensure consistent implementation of EEC policies and high levels of service quality.
• Lead training, coaching, and development of staff on eligibility policy, documentation requirements, system navigation, equity-centered service delivery, and customer service standards.
• Address escalated family concerns, complaints, or unusual cases, ensuring timely resolution and effective communication.
• Maintain strong working relationships with DCF, DTA, Mass
  211, CFCE programs, EEC regional staff, and local partners to support coordinated service delivery.
• Represent CCC in statewide meetings, cross-agency work groups, and professional networks, promoting strong collaboration and consistent regional alignment.
• All other duties as assigned by the supervisor.

• Bachelor’s degree required;
  Master’s degree preferred.
• Minimum five years of progressively responsible experience in human services, social services, education, or related fields.
• Minimum three years of supervisory or management experience leading multi-level teams.
• Knowledge of child care financial assistance programs strongly preferred; willingness to develop expertise required.
• Ability to interpret and apply state regulations, EEC policies, and internal control procedures.
• Strong leadership and staff development skills, with experience coaching diverse teams.
• High proficiency in workflow management, documentation accuracy, and data…