Client Services Representative

Southwest-Key-Programs; Brownsville (TX); On-site; USD 36,000 - 44,000; Full time

Job summary

Southwest-Key-Programs in Texas is seeking a Client Services Specialist to assist childcare providers and families applying for childcare assistance. You will determine eligibility, enter records in state systems, and educate parents on CCQA usage, while coordinating with FPS-CPS for DFPS-authorized cases.

The role requires strong communication, data entry, and customer service skills, with bilingual ability preferred and a focus on serving local communities.

Qualifications

• High School Diploma or equivalent; Associate degree preferred or 60 college credits.
• Two years in childcare, workforce programs, customer service or training.
• Knowledge of the childcare program and office procedures.
• Ability to lead and motivate others for high productivity.
• Proficient in Microsoft Office with data entry and word processing ability.
• Excellent verbal and written communication and customer service skills.
• Familiarity with the served communities and understanding local needs.

Responsibilities

• Determine client eligibility for requested childcare services per guidelines.
• Enter data into the Workforce Information System of Texas and maintain records.
• Educate parents/caregivers on the Child Care Automated System (CCAA).
• Conduct intake of applicants and upload eligibility documents into the system.
• Provide outreach to waitlisted parents and inform them of services available.
• Authorize services to providers selected by parents/caregivers.
• Coordinate with FPS-CPS for DFPS-authorized families.
• Refer job-seeking clients to Workforce Center staff at unemployment onset.
• Coordinate with TANF/CHOICES/SNAP/WIA staff for eligible customers.
• Process transfers to other eligibility providers as needed.
• Take action to discontinue services as requested; maintain security records.
• Adapt to changes and perform other tasks as assigned.

Skills

Customer service

Verbal communication

Written communication

Data entry

Office procedures

Leadership

Bilingual (English/Spanish)

Education

High School Diploma or equivalent

Associate degree preferred

Tools

Microsoft Office

CCAA system

Workforce Information System of Texas

Job description

POSITION SUMMARY:Client Services Specialist is responsible for performing professional level work assisting childcare providers and individuals seeking or receiving childcare assistance, while working within federal, state, and local regulations and policies. To evaluate and maintain eligibility of clients to receive services under the Child Care Delivery System (CCDS).ESSENTIAL POSITION FUNCTIONS:Determinate the eligibility of customers for requested services according to established guidelines.Enter data in The Workforce Information System of Texas and maintain accurate records.Educate parents/caregivers on the use of the Child Care Automated System (CCAA).Conduct intake of parents with childcare application and eligibility documents; enters data into the Childcare automated system.Provide outreach to parents who are on the childcare waitlist seeking services and information on types of available childcare services.Authorize childcare services to providers selected by parents/caregivers.Coordinate services with Family Protective Services- Child Protective Services (FPS-CPS) for families authorized by Texas Department of Family and Protective Services (DFPS) for childcare.Refer at risk customers needing assistance with job search to Workforce center staff at onset of unemployment.Coordinate childcare services with Workforce center staff for customers authorized or referred by TANF, CHOICES, SNAP, WIA staff.Process parent “transfers” to another eligibility provider as needed.Take action on childcare cases based on provider, parent or CHOICES and SNAP Program request to discontinue services.Maintain records and comply with Personal Identification Security policies.Able to react to change productively and handle other essential tasks as assigned.EDUCATION/EXPERIENCE:High School Diploma (or equivalent); Associate degree preferred or the equivalent of 60 college credit hours.Two years of full-time employment in childcare or workforce programs, customer service or training.Knowledge of the childcare program, and office procedures.Ability to lead and motivate others in a manner conducive to high productivity and moraleProficient in Microsoft Office with ability to perform basic word processing and data entry, excel.Must have excellent verbal and written communication skills, demonstrated customer service skills.Familiarity with the communities being served.Knowledge and understanding of local needs and resources.Preferred:Bilingual (English/Spanish).WORK ENVIRONMENT: (client facing, general office and if needed specific position to be written)Must be able to read, write, and communicate both verbally and in written form to express and exchange ideas.While performing the responsibilities of this job, the employee must be able to access all components of workstation and other office equipment.Frequent typing, writing, bending and twisting.Must be able to lift up to 10 pounds.Includes both a typical office environment, with minimal exposure to excessive noise or adverse environmental issues, and local travel, including exposure to heat, cold, inclement weather conditions, and occasional environmental hazards.