Program Services Specialist - Internal

Child Care Aware® of America (CCAoA) is the country's leading voice for child care, championing equitable access to affordable, high-quality care.

CCAoA works with partners at the local, state and federal levels, including the United States Military and the Department of Defense, to make child care programs, policies and funding work better for children, families, child care providers and communities.

CCAoA works in all 50 states and the District of Columbia to build the supply of healthy, nurturing and stable child care that helps families get to work, supports children's development and learning and keeps our economy growing. CCAoA also delivers innovative, results-based services for families and child care providers; produces research; engages with the media, public and policymakers; and advances policies and mobilizes action that promotes understanding of and increased investment in a high-quality child care system.

The Program Services Specialist, Army Fee Assistance technical support for Military Child Care programs. The Program Services Specialist, Army Fee Assistance is responsible for processing child care fee assistance applications and maintaining relationships with military personnel, family members, and child care providers. This position has the opportunity to work remotely.

• Ensure all child care fee assistance applications are processed within the mandated time frames.
• Enters client information and data into an automated database system.
• Determines applicant eligibility according to outlined program requirements.
• As needed, assists applicants in assessing and selecting childcare options and determines childcare provider qualifications according to outlined program requirements.
• Prepares and distributes accurate program information and required documents (provider agreements, attendance sheets, and other documents) to families and child care providers in a timely manner.
• Provide exemplary customer service to clients via telephone or email and assist clients in the resolution of questions or concerns.
• Maintain respectful, professional working relationships with clients.
• Maintain high-ethical standards including maintaining strict confidentiality.
• Participate in a team-oriented work environment.
• Assist with special projects and other functions as needed to accomplish Child Care Aware® of America's mission and objectives.
• Perform other duties as assigned.

• Bachelor's degree and two years of progressive experience in Social Services, Human Services, Child Development, or Military fee assistance policy and procedures or related areas are preferred.
• Proven experience providing excellent customer service to diverse populations. Conflict resolution experience is a plus.
• Experience in social services, human services, or child development settings.
• Experience with case management and multi-tasking.
• Experience with call center environment a plus.
• Proven multi-tasking capability, sense of urgency, organizational skills, and case management skills.
• Experience with the Microsoft Office suite of products and Internet-savvy.
• Exceptional oral and written communication skills.
• Fluency in Spanish is a plus.

• Knowledge of database management and recordkeeping procedures.
• Knowledge of superior customer service principles.
• Exceptional critical thinking and decision-making skills.
• Exceptional interpersonal skills to engage clients.
• Strong organizational, time management, and troubleshooting skills.
• Active listening skills.
• Ability to collect, analyze, and present information to diverse audiences.
• Ability to work under high pressure situations calmly.
• Ability to analyze problems and work with clients to resolve issues or escalation to a higher level of support.
• Ability to work individually and as a part of a team to meet program objectives.
• Ability to work well with individuals of varying backgrounds and skill levels to achieve program goals.
• Ability to establish and maintain effective working relationships with all levels of management.

Child Care Aware® of America is an Equal Opportunity Employer & Drug-Free Workplace. This position requires the completion of a satisfactory background check.