Family Services Manager (1016)

The Family Services Manager (FSM) oversees daily operations and quality assurance of the Child Care Program functions of Customer Engagement, Community Partnerships, Intake & Eligibility, and Child Care Services Navigation. The FSM serves as a strengths-based team leader, champions culture change, and ensure the team operates an effective and efficient program. The FSM is responsible for ensuring customer transactions are completed timely and appropriately across all service channels including face-to-face, over the phone, and remotely through mail, email and the web. The FSM tracks, oversees and optimizes customer inquiries, issues and operational timeliness utilizing data from various systems available as well as general observation skills. The FSM analyzes workload and staffing levels, scheduling and work assignments. The FSM creates or recommends change in processes, systems, and staffing to streamline and improve the customer experience while meeting regulatory requirements for program compliance. The FSM possesses strong leadership qualities and performs in a professional and tactful manner. The FSM calmly handles stressful situations by employing excellent communication and customer service skills.

• Oversees and supervises the daily operations of the staff resources allocated to the program
• Interviews, hires, and coaches employees to optimal performance levels
• Evaluates the effectiveness of customer service delivery methods and implements efficient and innovative methods to improve overall customer satisfaction. This includes making positive enhancements in the phone system, email communication flow, on-line customer applications, walk-in customer traffic, internal procedures, and back-office processes
• Develops and implements accountability measures for staff and ensures such measures are monitored by supervisors and included in staff performance evaluation
• Communicates, collaborates, and builds strong relationships with key stakeholders including: families served; community and business partners; and other members of the Early Childhood community in the Rural Capital service area and those around it.
• Ensures that staff is meeting performance objectives and that supervisors are taking appropriate actions to timely and effectively address performance deficiencies
• Remains current with laws, rules, and regulations affecting the Child Care program and ensure processes and procedures meet all requirements
• Manages the resolution of internal and external monitoring and auditing exceptions by defining error causes and implementing appropriate corrective actions
• Manages performance to established budget
• Identifies and requests changes to budget to save money or improve customer service and meet requirements
• Performs other duties as may be assigned

Qualifications

PREFERRED/ REQUIRED QUALIFICATIONS

Education

Education Level

Education Details

Required/ Preferred

Bachelor's

Degree

in Social Work, Sociology, Public Administration or related field

Required

and

Master's Degree

In Social Work, Public Administration or related field

Preferred

Work Experience

Experience

Experience Details

Required/ Preferred

4-6 years

5 or more years experience managing people in a public or social service setting, and/or working with children and families;

Required

Knowledge, Skills and Abilities

Licenses and Certifications

Licenses/Certifications

Licenses/Certification Details

Time Frame

Required/ Preferred

PHYSICAL DEMANDS/WORKING CONDITIONS

Physical Demands Category:

Office and Administrative Support

Physical Demands

A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Physical Demand

N/A

Rarely

Occasionally

Frequently

Constantly

Weight

Standing

X

Walking

X

Sitting

X

Lifting

X

Carrying

X

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Feeling

X

Talking

X

Hearing

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Working Environment

While performing the duties of this job, the associate is required to work within the selected working environments.

Working Condition

N/A

Rarely

Occasionally

Frequently

Constantly

Extreme cold

X

Extreme heat

X

Humidity

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Travel Requirements

Estimated

Amount

Brief Description

0%

BakerRipley is an equal opportunity employer/program. We do not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or any status protected by federal, state, or local laws. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws. Auxiliary aids and services are available upon request for persons with disabilities.