Program Support Partner (1885)

The Program Support Partner is a motivated and detail‑oriented professional who supports programs that deliver meaningful impact to individuals, families, and communities. This role provides administrative, operational, and programmatic support to ensure effective implementation of program activities in alignment with organizational goals, policies, and standards. 

Working closely with the Family Services Team and program leadership, the Program Support Partner plays a key support role in day‑to‑day operations while helping translate program objectives into practical tools, resources, and processes. Success in this role is defined by reliability, strong communication skills, attention to detail, and the ability to work collaboratively with diverse teams and communities. 

The Program Support Partner contributes to continuous improvement efforts and supports innovative initiatives that enhance service delivery. A commitment to empathy, equity, and user‑centered approaches is essential, as this position helps ensure that tools and systems are accessible, responsive, and supportive of families working toward self‑sufficiency. 

Bilingual proficiency in English and Spanish is preferred to better serve our diverse community of families. 

In accordance with organizational policy, this role requires full-time on-site attendance during initial training. Following training completion, employees will work under an established hybrid schedule. 

This position does not qualify as fully remote.

 

Expected Positive Outcomes

• Improved family engagement and satisfaction: Families experience clear communication, timely support, and strong relationships with staff, leading to higher trust, increased program participation, and positive service experiences. 

• Accurate and efficient program operations: Cases are processed in a timely manner with complete and reliable data, resulting in streamlined enrollment, reduced errors, and strong compliance with program policies and requirements. 

• Effective coordination and service delivery: Strong collaboration across teams and referral partners ensures seamless case transitions, appropriate resource alignment, and consistent support for families from intake through ongoing case management. 

Essential Function 

• Builds rapport and trust with families and child care providers by delivering high-quality, respectful, and professional customer service.   

• Maintains proficiency in comprehensive case management practices to support families receiving child care scholarships, including accurate documentation, monitoring case status, and assisting families through changes in eligibility or program requirements. 

• Maintains accurate and timely data in KinderTrack and other required systems (e.g., IssueTrak, DocuWare, and internal tracking tools) to track enrollment status, engagement efforts, and case outcomes in accordance with established policies, procedures, and timeliness standards. 

• Conducts early engagement with families to verify eligibility and enrollment requirements, confirm next steps, and coordinate case assignment across the Child Care Navigator team to support continuity of care. 

• Engages with families through phone and written communication to provide clear guidance on eligibility, documentation requirements, program policies, case actions, and community resources, including complaint resolution support. 

• Collaborate and train community referral partners, including internal and external stakeholders to ensure alignment in program services and delivery.  

• Participates in team meetings, documents key discussion points, and develops actionable follow-ups to support frontline staff. 

• Provide administrative and operational support to the Family Services Team and program leadership. 

• Performs other duties as assigned in support of program operations. 

• Handle sensitive information with a high degree of confidentiality. 

• Performs other duties as assigned 

• Complies with all policies and standards

Education

Associates degree in Public Administration, Social Work, Business Administration, Management Information Systems, or related field or equivalent experience.  

Bachelor's Degre from four-year college or university in Public Administration, Social Work, Business Administration, Management Information System or equivalent combination of education and experience; 1 year of relevant workforce experience may be substituted for each year of college

Work Experience

1-3 years: Relative administrative or executive support role - Preferred 

1-3 years: Relevant work experience in a role supporting families - Preferred 

1-3 years: Experience working a database system - Preferred 

1-3 years: Experience in a hybrid work environment - Preferred

Knowledge, Skills and Abilities 

• Proficiency with Microsoft Office 365 (Excel, Word, Outlook). 
• Working knowledge of SharePoint or similar document management systems. 
• Experience using Canva, Adobe, or similar graphic design tools preferred. 
• Strong organizational skills and attention to detail.