Hotline Specialist

Firefly Children & Family Alliance; Indianapolis (IN); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Student loan repayment

Tuition reimbursement

Medical insurance

Dental insurance

Health insurance

PTO

Paid holidays

Job summary

Firefly Children & Family Alliance is hiring a CCDF Hotline Specialist in Indianapolis to support families applying for childcare assistance. You will handle calls, collect documents, and determine eligibility while ensuring accurate intake data and timely communication with families and providers.

The role emphasizes careful documentation, ongoing coordination across voucher systems, and collaborative work with multiple site locations to connect clients with resources and services.

Qualifications

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

Responsibilities

• Answer calls and messages and send appointment letters within 24 hours.
• Schedule and re-schedule childcare voucher appointments.
• Enter information into voucher systems and databases accurately.
• Access multiple databases while speaking with clients and coordinate resources.
• Provide back-up support to Scheduling, QA, Reception, Voucher, and File Specialists.

Skills

Customer service

Data entry

Scheduling

Communication

Education

High School Diploma or GED

Tools

Voucher system databases

Scheduling Systems

AIS

Job description

401k, Dental Insurance, Life Insurance, Medical Insurance, Vision

At Firefly Children & Family Alliance you can make a difference.

We value our employees and provide a positive, fulfilling culture which allows new full-time employees to make a difference. Full-time employment comes with abenefit program that includes astudent loan repayment,tuition reimbursement,medical, dental, andhealth insurance and PTOandpaid holidays.

As a Child Care Development Fund Hotline Specialist you will have the following job 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 back up 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 child care providers

Job 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.

Firefly Children & Family Alliance does not discriminate on the basis of race, color, national origin, religion, sex, sexual orientation, gender identity, and disability.