Family Services Manager

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$82,595.31/yr - $82,595.31/yr

The Family Services Manager (FSM) oversees daily operations and quality assurance of the Child Care Program functions of Customer Engagement, Community Partnerships, Intake & Eligibility, and Child Care Services Navigation. The FSM serves as a strengths-based team leader, champions culture change, and ensures the team operates an effective and efficient program. The FSM is responsible for ensuring customer transactions are completed timely and appropriately across all service channels including face-to-face, over the phone, and remotely through mail, email and the web.

The FSM tracks, oversees and optimizes customer inquiries, issues and operational timeliness utilizing data from various systems available as well as general observation skills. The FSM analyzes workload and staffing levels, scheduling and work assignments. The FSM creates or recommends changes in processes, systems, and staffing to streamline and improve the customer experience while meeting regulatory requirements for program compliance.

The FSM possesses strong leadership qualities and performs in a professional and tactful manner. The FSM calmly handles stressful situations by employing excellent communication and customer service skills.

• Oversees and supervises the daily operations of the staff resources allocated to the program
• Interviews, hires, and coaches employees to optimal performance levels
• Evaluates the effectiveness of customer service delivery methods and implements efficient and innovative methods to improve overall customer satisfaction. This includes making positive enhancements in the phone system, email communication flow, on-line customer applications, walk-in customer traffic, internal procedures, and back-office processes
• Develops and implements accountability measures for staff and ensures such measures are monitored by supervisors and included in staff performance evaluation
• Communicates, collaborates, and builds strong relationships with key stakeholders including families served; community and business partners; and other members of the Early Childhood community in the Rural Capital service area and those around it.
• Ensures that staff is meeting performance objectives and that supervisors are taking appropriate actions to timely and effectively address performance deficiencies
• Remains current with laws, rules, and regulations affecting the Child Care program and ensure processes and procedures meet all requirements
• Manages the resolution of internal and external monitoring and auditing exceptions by defining error causes and implementing appropriate corrective actions
• Manages performance to established budget
• Identifies and requests changes to budget to save money or improve customer service and meet requirements
• Performs other duties as may be assigned

Preferred/Required Qualifications

Education:

• Bachelor's degree in Social Work, Sociology, Public Administration or related field (Required)
• Master's Degree in Social Work, Public Administration or related field (Required)
• Preferred: additional education or degrees as applicable

Experience:

• 4-6 years experience
• 5 or more years experience managing people in a public or social service setting, and/or working with children and families

Knowledge, skills, and abilities:

• Strong leadership and communication skills
• Ability to handle stressful situations calmly
• Customer service orientation
• Experience with program compliance and regulatory requirements

Licenses and

Certifications:

• None specified

Physical Demands/Working Conditions

Office and Administrative Support. Physical demands:
Standing, Walking, Sitting, Lifting, Carrying, Pushing, Pulling, Climbing, Balancing, Stooping, Kneeling, Crouching, Crawling, Reaching, Handling, Grasping, Talking, Hearing, Repetitive Motions, Eye/Hand/Foot Coordination. Working environment:
Standard office environment. No extreme cold or heat.

Mid-Senior level

Full-time

Other

Non-profit Organizations, Education Administration Programs, and Primary and Secondary Education

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