The Senior Specialist of Parent Services is responsible for serving as a lead support to the parent services team while assisting military families with technical support and child care information for DoD/Military.  Our Senior Specialist of Parent Services promotes Child Care Aware of America’s mission and philosophy through the delivery of direct and indirect services to Military service members. The Senior Specialist provides confidential, supportive assistance and case management to families who contact Child Care Aware of America by phone, email, chat, or refer themselves through online inquiry.

**Schedules: Monday-Friday 8:00 AM-4:30 PM Eastern Time & Monday-Friday 10:30 AM – 7:00 PM Eastern Time**

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.

What We Offer: 

• Competitive starting salary commensurate with experience **The salary range reflected in this job posting is the hiring range for this position within the Washington DC Metropolitan area. Please note that a geographic differential will be applied to the salary for candidates hired from regions with a lower cost of living. This adjustment ensures competitive and equitable compensation based on location**
• Health & wellness benefit options.
• A transparent professional environment where ideas are shared openly with honest discourse in a progressive atmosphere of growth & excellence.
• Opportunity for growth and advancement.

Job Responsibilities:

• Utilize current database management systems to track new and existing families who participate in special programs, as well as track all calls received.
• Serve as principal liaison for parents requesting fee assistance and child care information, provide exceptional customer service support in navigating fee assistance program policies and procedures.
• Assist parents in assessing and selecting child care options and determine child care provider qualifications according to Department of Defense policies.
• Educate parents on how to select a quality provider by explaining how to use tools such as the high-quality indicators, online inspection reports, and QRIS.
• Determine applicant eligibility according to Department of Defense policies and accurately confirm and calculate child care fee assistance rates according to Department of Defense policies and custom calculator.
• Coordinate and monitor resolution to concerns from parents regarding fee assistance program. 
• Work closely with assigned child care coordinators to ensure that all files are processed accurately and efficiently.
• Take on a leadership role for departmental task and projects, as needed.
• Assist with weekly, monthly, and annual reporting.
• Maintain respectful, professional working relationship with military families.
• Analyze and solve problems or potential problems as they arise and determine when problems need a supervisor’s attention.
• Maintain respectful, professional, working relationship with co-workers and with Child Care Aware of America’s customers.
• Maintain high-ethical standards including strict confidentiality.
• Assist with special projects and other functions as needed to accomplish Child Care Aware of America’s objectives.
• Perform other duties as assigned.

Knowledge, Skills, Abilities:

• Knowledge of database management and recordkeeping procedures.
• Knowledge of superior customer service principles.
• Exceptional interpersonal skills to engage clients.
• Excellent organizational, time management and problem-solving skills.
• Ability to acquire information regarding different subjects, analyze, select and present information in an acceptable form.
• Ability to manage competing priorities under strict deadlines while maintaining a high level of attention to detail in a fast-paced environment.
• Ability to work in high-stress situations or under time pressure and be able to solve problems effectively.
• 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 establish and maintain effective working relationships with all levels of management.

Job Qualifications:

• Bachelor’s degree in early childhood development, education, social work, psychology preferred. 
• Fluency in Spanish is a plus.
• Proven experience in a social services, human services, or child development setting.
• Experience with case management and call center environment.
• Experience in computerized database functions.
• Excellent computer skills and experience with the Microsoft Office suite of products.
• Exceptional oral and written communication skills.