Senior Program Intake Representative

City of Seattle; Seattle (WA); Hybrid; USD 54,000 - 63,000; Full time

Benefits offered by this job

Language Premium Pay

Hybrid work schedule

Job summary

City of Seattle seeks a Senior Program Intake Representative to lead complex intake assignments and assist the manager with daily operations, reporting, and issue resolution. This role requires advanced knowledge of eligibility policies and involves training other PIR staff and coordinating with partners to resolve problems.

The position offers a hybrid schedule with in-person days, potential overtime, and a $200 Language Premium Pay for bilingual employees.

Qualifications

• Associate degree in a social science, education, or a related field.
• Bachelor’s degree in a social science, education, or a related field.
• Four years of experience interviewing families for the purposes of determining eligibility for programs, and completing program enrollment.

Responsibilities

• Speak with families, assess needs, and determine program eligibility.
• Explain program guidelines and eligibility requirements.
• Review applications for completeness and income documents.
• Arrange interpreter services for non-English speakers.
• Conduct outreach to community groups and agencies.
• Monitor caseload and explain denials or ineligibilities.
• Prepare correspondence and recommendations for policy exceptions.
• Maintain records, data entry, and coordinate multiple enrollment forms.

Skills

Interviewing families

Eligibility determinations

Customer service

Education

Associate degree in a social science, education, or a related field

Bachelor’s degree in a social science, education, or a related field

Job description

Through the Families, Education, Preschool & Promise (FEPP) Levy, the Early Learning programs are growing significantly year after year. With this increase in number of families needing service, the team of Program Intake Representatives (PIRs) has grown. This position will provide capacity for required monitoring and tracking of day-to-day operations and timely response to the most complex operational and escalated customer issues. This Senior PIR serves as the PIR lead on the more complex intake assignments and assists the manager in monitoring daily operations, reporting, and resolving issues.

In this role, the Senior PIR assists the manager and staff in tracking and auditing processed applications/enrollments, resolving complex customer service issues, communicating with external partners to resolve program interpretation issues, billing or enrollment errors. The Senior PIR trains and mentors journey-level PIR staff on the eligibility/enrollment processes, tracking systems, and community resources, which require advanced knowledge of program policies, eligibility requirements, and extensive experience with resolving issues. The position will also assist with program planning, monitor workload at various points in the enrollment cycle, and make recommendations to management regarding eligibility standards, program policies, and case management strategies, as well as staffing needs.

Here’s more about what you’ll be doing:

• Speaking to families, evaluating their needs, and determining eligibility for services and programs
• Explaining program guidelines and eligibility requirements
• Reviewing families’ applications for completeness and income documents to determine program eligibility
• Arranging interpreter services for non-English speaking families
• Conducting outreach activities which may include presenting information to community groups and governmental agencies
• Monitoring caseload and closing child care subsidies when benefits are exhausted or when families become ineligible; explaining benefit denials to families
• Preparing correspondence, including recommendations to the operations manager on behalf of families requesting "Exception to Policy" approval
• Maintaining records, filling out data entry forms, updating records, and coordinating completion of separate forms for each applicant
• Training and onboarding other team members
• Providing information and referrals on services available through other agencies
• Utilizing database to manage information and maintain data integrity.

Major Projects in this role include:

• Managing the tuition experience for SPP families
• Leading relationship and support for partner programs such as Transportation Access Program's ORCA cards for SPP families, Farm to Preschool, etc.
• Submitting user stories to IT to address system bugs and improvements. Testing system changes, updates, and improvements. Training the team on new system features.
• Strengthening team operations by helping resolve complex customer issues, documenting procedures, and developing tools that improve efficiency.

You will be prepared to take on this role if you are:

• Comfortable exercising good judgment during ambiguity
• Excited to act as a leader and expert in intake and enrollment
• Curious to learn technology and harness its power to better serve families
• An experienced interpreter of policy and committed to serving families in the community
• Passionate about service and relationships with sometimes high-need families
• Humble and ready to collaborate, even if the answer wasn't your idea
• Team-centric, enjoying working with teammates as well as producing strong independent work
• Fiercely detail-oriented and organized in your work
• Self-driven to explore solutions and problem-solve

In addition to the ability to perform the tasks described above, you will need to possess the below required qualifications (or a combination of education, training or experience which provides an equivalent background required to perform the work of the class):

• Associate degree in a social science, education, or a related field
• Three years of experience interviewing families for the purposes of determining eligibility for programs, and completing program enrollment, preferably in a childcare or preschool setting

OR

• Bachelor’s degree in a social science, education, or a related field
• Two years of experience interviewing families for the purposes of determining eligibility for programs, and completing program enrollment, preferably in a childcare or preschool setting

OR

• Four years of experience interviewing families for the purposes of determining eligibility for programs, and completing program enrollment, preferably in a childcare or preschool setting

This civil-service position is eligible for overtime and is classified as a Program Intake Representative, Senior. It is governed by a collective bargaining agreement between the City and the union, PROTEC17 – Technical Unit.

Salary: The full pay range for this step-progression position is $39.48 - $45.95 hourly. Personnel Rules will determine the salary placement of current regular City employees.

Individuals selected to fill this position may be eligible to receive Language Premium Pay (SMC 4.20.360), which provides a $200.00 monthly stipend to qualified bilingual employees who are properly evaluated and assigned to provide direct communication in-language, interpretation, or translation services to the public on behalf of the City of Seattle.

Work Schedule: This position offers the flexibility of a hybrid work schedule. Employees will be expected to work in person three days a week. Individual schedules will be based on agreement between the employee and their supervisor.

Hiring Timeline:We anticipate conducting interviews the week of November 2, 2026. Second interviews are anticipated for the week of November 12, 2026. We are anticipating having this position filled with a preferred start date in December, 2026 or January, 2027.

Reasonable accommodations are available during all phases of the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact Sandra Wong at [e-mail] to request accommodation.

Background Check: Applicants must successfully pass a background check, which will be conducted in accordance with Seattle’s Fair Chance Employment Ordinance, SMC 14.17. Applicants will be given a chance to explain or correct background information and provide verifiable information of good conduct and rehabilitation.

Benefits: The City of Seattle offers a comprehensive benefits package, including vacation, holiday, and sick leave as well as medical, dental, vision, life, and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City's website at https://www.seattle.gov/human-resources/benefits. Please select an option under the “Most Employee Benefits” heading.

Why work at the City? At the City of Seattle, public service is more than a job; it’s a chance to shape the future and make a meaningful difference in the lives of everyone who works, lives, or plays in our city. With 12,000 employees across 40+ departments and 1,100 job titles, we are united by a common purpose: to create a Seattle that is vibrant and welcoming for all. Whatever your role, you’ll help power a forward-looking city that leads by example — inclusive, innovative, equitable, and community-focused – while joining a diverse team committed to solving challenges and making a lasting impact together. Join us in building a Seattle where everyone thrives!