Hotline Specialist

Firefly Children and Family Alliance; Indianapolis (IN); On-site; USD 38,000 - 60,000; Full time

Job summary

Firefly Children and Family Alliance in Indianapolis is seeking a dedicated CCDF Specialist for a full-time contract position. The role focuses on hotline support and childcare voucher services within a compassionate nonprofit framework.

The ideal candidate will handle calls, schedule appointments, collect documentation, and determine eligibility while ensuring accurate data entry and respectful communication with families and providers.

Qualifications

• High School Diploma or GED is required.
• Experience greeting and interviewing a diverse population in a service setting is required.
• Patient and punctual behavior is essential.
• Valid driver's license with valid insurance is required.

Responsibilities

• Answer hotline calls and messages, and send appointment letters within 24 hours.
• Schedule and reschedule appointments for childcare voucher specialists.
• Enter information accurately into voucher system databases.
• Access multiple databases (Scheduling Systems, Access Hotline, AIS) while communicating with clients.
• Collaborate with other site locations to connect clients with resources.
• Provide backup support for other roles as needed.

Skills

Diverse customer service experience

Patience

Punctuality

Excellent verbal communication

Education

High School Diploma or GED

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

We value our employees and provide a positive, fulfilling culture which allows new full-time employees to make a difference. This is afull-time contract position.

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 clients 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.