Familiy Liaison

At Supportive Services, Inc. (SS, Inc.), we know that navigating child care requirements can feel overwhelming for families. As a Family Liaison, you will help families successfully navigate the recertification process and stay connected to the services they rely on. Family Liaisons are an important connection between families and our Case Management team. You will communicate directly with families, help them understand what is needed, track important deadlines, follow up on outstanding documentation, and help keep the recertification process moving.

This is a fast-paced position where organization, follow-through, communication, and attention to detail matter every day.

• Notify families when their recertification is approaching.
• Prepare and mail recertification packets and related correspondence.
• Track individual family deadlines and follow-up activities.
• Pre-screen families to help prepare them for the recertification process.
• Conduct initial and follow up phone calls to families regarding recertification requirements.
• Confirm that families have received recertification materials.
• Remind families of upcoming compliance deadlines.
• Issue employment verification forms to parents' employers when needed.
• Prepare and issue required notices when families do not complete the recertification process within established deadlines.
• Accurately document conversations, contacts, and case activities.
• Maintain organized records and ensure outstanding documentation is followed up on.
• Communicate with Case Managers regarding family questions, concerns, and paperwork.
• Apply California regulations, CDSS requirements, and Agency procedures to daily responsibilities.

Our families have a 50-day recertification window, which means timing matters. You will be responsible for managing multiple deadlines, tracking outstanding information, communicating with families, and making sure assigned recertification work moves forward within required timelines. If you are someone who enjoys checking things off a list, keeping people on track, solving problems, and making sure nothing falls through the cracks, you may thrive in this role.

• Highly organized and detail oriented.
• Dependable and consistent with follow-through.
• Comfortable communicating with families by phone and in writing.
• Able to manage multiple deadlines and priorities.
• Professional, empathetic, and respectful when working with families.
• Comfortable working in a fast-paced environment.
• Able to exercise sound judgment and solve routine problems.
• Comfortable learning regulations, policies, and procedures.
• Proficient with Microsoft Office or similar technology.
• Able to maintain confidentiality when handling sensitive family information.
• Willing to learn and use approved AI tools responsibly to improve efficiency and accuracy.

• High school diploma or equivalent.
• Related office or administrative experience.
• Customer service experience.
• Experience managing multiple phone lines or working in a high volume communication environment.
• Demonstrated ability to meet deadlines and manage time sensitive assignments.

• Associate degree in Business Administration or a related field.
• Three years of related administrative support experience.

Depending on organizational needs, the ability to type 50 words per minute or more may be required.

• 100% Employer-Paid Medical Insurance
• 12% Employer Retirement Contribution
• 12 Paid Holidays
• Generous Vacation and Sick Leave
• Professional Development Opportunities
• Public Service Loan Forgiveness Eligibility
• Family-Friendly Employee Discounts and Perks
• Mission-Driven Work Supporting Fresno County Families

A reminder call might seem small. A properly prepared packet might seem routine. A documented conversation might seem like just another case note. But to a family trying to maintain access to child care, those details matter. As a Family Liaison, you help families understand what is needed, stay on track, and navigate an important process with confidence. If you are organized, dependable, people focused, and motivated by work that has a real impact on families, we want to hear from you.

$20.50- $24.50