Job Summary

Family Engagement Specialist (FES) communicates with customers regarding eligibility issues, documentation requirements, customer complaints, actions taken by Child Care Services (CCS) regarding their case as well as provide information about the CCS program, early childhood development resources and other resources that are available within the customer’s community. FES provides quality assurance reviews of the eligibility determination process during initial eligibility and redeterminations by reviewing and verifying records and performing mathematical calculations based on documented data such as pay stubs or financial reports. FES works in an office environment, is organized and prepared, communicates in a professional and courteous manner and collaborates with team members and management. FES is sensitive toward working with diverse cultures, and can articulate clearly with assertiveness. Bilingual in English and Spanish is preferred.

Core Duties and Responsibilities

1. Establishes rapport and credibility with customers and providers by providing excellent customer service in a professional and respectful manner.
2. Communicates with customers regarding eligibility issues, documentation requirements, customer complaints, actions taken by Child Care Services (CCS) regarding their case as well as provide information about the CCS program
3. Knowledgeable of and communicates with customers information regarding early childhood development and community based resources available to customers.
4. Performs Quality Assurance reviews of customer eligibility by reviewing the customer documentation for completeness and accuracy.
5. Performs mathematical calculations to determine the parent’s income and share of cost.
6. Enter all data into Workforce Information Systems of Texas in a timely and accurate manner.
7. Enters data into databases as directed including the Financial Aid Communication System (FACS).
8. Maintains accurate customer files in specific order and completeness.
9. Takes immediate action to address and resolve customer and provider complaints.

10. Performs other duties as may be assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily in the volume required by the program. Time based (daily, weekly, monthly, quarterly, and annual) volume, quality, and customer satisfaction expectations and goals may be set for individual aspects of the job by the direct supervisor dependent on the program needs or requirements.

Other Skills and Abilities

• Intermediate experience with Microsoft Word, Excel, and Outlook.
• Ability to write clear and accurate correspondence.
• Ability to calculate figures and amounts.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.