Bilingual Hotline Specialist - Spanish and/or Creole

Firefly Children and Family Alliance; Indianapolis (IN); On-site; USD 22,000 - 33,000; Part time

Job summary

Firefly Children and Family Alliance in Indianapolis, IN seeks a Bilingual Hotline Specialist (Spanish and/or Creole) on a contract basis to support at‑risk youth and families with education and resources.

The role concentrates on hotline responses, appointment scheduling, and childcare voucher eligibility assistance, requiring compassionate service, strong data entry, and the ability to work across databases and teams to connect clients with outcomes.

Qualifications

• HS diploma or GED required or higher in related role.
• Experience greeting and interviewing a diverse population in service.
• Patient, punctual and reliable in a fast-paced environment.
• Ability to enter data accurately into multiple databases.

Responsibilities

• Answer calls and respond to messages within 24 hours.
• Schedule and reschedule appointments for childcare voucher specialists.
• Enter information into voucher system databases accurately.
• Access multiple databases simultaneously while speaking with clients.
• Collaborate with other sites to connect clients with resources.
• Provide backup support for scheduling, QA, reception, and file staff.
• Perform other duties as assigned by supervisor.

Skills

Bilingual Spanish/Creole

Customer service

Telephone interviewing

Data entry

Education

High School Diploma or GED

Tools

Scheduling Systems

Access Hotline

AIS database

Job description

Introduction

Firefly Children and Family Alliance is a nonprofit that has supported Indiana families and adults for generations. Our organization is built on the belief that giving kids and adults the chance to succeed creates stronger communities. We help Hoosiers overcome hardship and unhealthy behaviors.

Overview

BUILD A CAREER THAT MEANS MORE

Few jobs offer the satisfaction and gratification that come from doing work that improves the lives of vulnerable children and families. That's where Firefly Children and Family Alliance stands out from the crowd. As one of our employees, you'll be able to directly make an impact on the lives of thousands of Indiana children, families, and adults.

TheBilingual Hotline Specialist - Spanish and/or Creole is a contract position who collaborates with our internal teams and community agencies to provide group education to at risk youth using evidence-based practices, focused on positive youth development and health outcomes specific to pregnancy prevention and sexual education.

Responsibilities

Hotline Responsibilities (70%)

• Answer multiple calls and respond to messages/send appointment letters within a 24-hour time period.
• Schedule and re-schedule appointments for childcare voucher specialists.
• Correctly enter information into the voucher system databases.
• Access multiple databases simultaneously (Scheduling Systems, Access Hotline, and AIS) while speaking with clients.
• Cooperatively work with other site locations in an integrated support team to identify and connect client with appropriate resources.
• Provide backup assistance for the Scheduling Specialist, Quality Assurance Specialist, Receptionist, Child Care Voucher Specialist and File Specialist.
• Any other responsibilities deemed necessary by the supervisor.

Childcare Voucher Eligibility/Recertification Support (30%)

• Assist families applying for childcare assistance through interviews and document collection to determine eligibility.
• Precisely complete intakes for Childcare Voucher Program through obtaining required documentation and calculating relevant financial data, including parent co-pay & subsidy levels.
• Diligently follow orientation procedures and facilitate to families regarding the rights, responsibilities and obligations of the program.
• Thoroughly maintain and complete records on families receiving assistance; monitor the progress of parents in the job search process.
• Communicate with parents and childcare providers.

Requirements

• High School Diploma or GED required.
• Experience (paid, volunteer or internship) in greeting and interviewing a diverse population of customers in a service setting.
• Patient and punctual.
• Valid driver's license with valid insurance.

Our ideal CCDF Specialist would accomplish their responsibilities while displaying the following important behavioral competencies:

• Deliberate Consistency –Maintain a steady pace of work and respond to multiple work demands throughout each day.
• Quality Expert –Display diligence for precise and correct documentation for successful childcare assistance programs.
• Straightforward Service–response to customer needs and questions using detailed standards of childcare voucher and assistance procedures.