The Parent Services Manager is primarily responsible for implementing policies and procedures for Specialists who work with families and child care providers participating in military fee assistance programs.  The Manager is also responsible for recruiting new staff and ensuring new Specialists receive sufficient training on the military fee assistance programs. The Manager is required to use a quality assurance process to make sure that the families and providers are receiving excellent customer service. The Manager oversees the day-to day functions of Child Care Aware® of America’s Parent Services DoD/Military Child Care Fee Assistance program hotlines.

Child Care Aware of America (CCAoA) is the only national organization that supports every part of the child care system. In partnership with an on-the-ground network of Child Care Resource and Referral (CCR&R) organizations, we work in states and communities to advance high-quality, affordable child care—transforming a patchwork of resources into a system that works for everyone. Together, we make America child care strong—and that makes everyone stronger. CCAoA is committed to recruiting and retaining a dynamic workforce to help build a child care system that serves all children and families. Join us in ensuring that every family has access to high-quality, affordable child care.

Position Duties and Responsibilities:

• Oversees all of the day-to-day operation of the Parent Services team.
• Ensures that military grant and contract standards, operating policies, and reporting requirements are met.
• Ensures that adequate internal controls are in place and that controls are strictly adhered to. 
• Ensures that the DoD/Military Child Care Fee Assistance program hotlines are adequately staffed.
• Prepares written and oral reports assessing actual or potential impact; recommends changes or improvements as needed.
• Prepares and reviews daily, weekly and monthly reports as needed.
• Develops and implements standards to ensure excellence in client services. 
• Responds to customer issues and complaints. 
• Provides training, coaching and support to new and existing staff. Ensures the staff have access to current resources and training materials for reference.
• Conducts random quality control tests on staff, and recommends policy changes, where appropriate.
• Ensures that staff utilize current database management systems to track new and existing clients as well as track all received calls.
• Ensures that staff provide accurate information to families on determining qualifications and eligibility according to fee assistance policies.
• Ensures that staff are made aware of policy changes and organizational updates.
• Analyze and solve problems or potential problems as they arise and escalates problems when needed.
• Maintain respectful, professional working relationship with co-workers and with Child Care Aware® of America’s customers.
• Maintain high-ethical standards including maintaining strict confidentiality.
• Assist with special projects and other functions as needed to accomplish Child Care Aware® of America’s objectives.

Knowledge, Skills, Abilities:

• Extensive knowledge of superior customer service principles.
• Knowledge of fee assistance program policies and procedures.
• Knowledge of strategic planning, program management and performance management processes.
• Knowledge of database management and recordkeeping procedures.
• Exceptional critical thinking and decision-making skills.
• Excellent organizational, time management and troubleshooting skills.
• Flexibility and the ability to work in a dynamic fast paced environment.
• Strong project management skills to manage complex and varied projects.
• Strong facilitation and conflict resolution skills and the ability to negotiate between diverse perspectives.
• Excellent computer skills and experience with the Microsoft Office suite of products.
• Exceptional interpersonal skills to engage stakeholders, potential partners and collaborators to work on projects of mutual interest.
• Exceptional communications skills, written and oral, appropriate to all audiences
• Ability to establish and maintain effective and positive working relationships with all levels of management.
• Ability to evaluate programmatic data, propose innovative solutions and implement change.
• Ability to manage competing priorities under strict deadlines while maintaining a high level of attention to detail in a fast-paced environment.
• Ability to plan, direct, coordinate, and evaluate the work of professional and technical staff engaged in departmental goals and objectives.
• Ability to work independently, to work in teams, and to work well with individuals of varying backgrounds and skill levels to achieve program goals.
• Ability to build high functioning teams, demonstrate loyalty and high degree of commitment to achieving organizational goals and objectives.
• Ability to acquire information regarding different subjects, analyze, select and present information for diverse audiences.

Qualifications:

• Bachelor’s degree in early childhood education, child development, family studies or social service related field is preferred
• Management experience and at least five years of demonstrated experience in a supervisory or managerial capacity.
• Proven experience providing customer service to diverse populations and conflict resolution.
• Experience with case management.
• Experience with call center environment.
• Proven multi-tasking capability, sense of urgency, organizational skills, and case management skills.
• Demonstrated experience in program development, implementation, administration, and evaluation.
• Expertise in program management and analyzing the delivery of quality services.