Branch: Joyce Jaynes

8AM to 5PM (M-F)

Job Summary:

Under general management direction, within the framework of CCS and Workforce Solutions Borderplex (WSB) Policies and Procedures, assumes operational responsibility for the effective functioning of Family Care staff located at one or more CCS locations.  Represent CCS and the childcare program with respect to parents and other contractors. This position is grant funded. Continuation of position is contingent upon the availability of grant funds.

• Regular attendance at Employer's place of business and/or during particular hours, as assigned, is an essential function of this position.  Employee must comply with and follow YWCA’s attendance policy at all times, unless a reasonable accommodation is requested and granted, as required by law. 

• Manages and monitors assigned program or department.  Manages staffing assignments, call volume, email inquiries, and text communication at assigned location(s), anticipating workloads based on historical patterns and specific programs that will generate increased childcare requirements.

• Hires, supervises, trains, counsels, evaluates and/or terminates employees in assigned department.  Involuntarily terminates employee upon consultation with human resources and supervisor.

• Assures high quality customer service to parents and providers.  Trouble shoots service challenges, produces appropriate resolution and coordinates with Eligibility Supervisors, Associate Administrator, and Administrator to solve service issues.

• Assist in the maintenance of the CCS Database, Cabinets, and other programs used by the department.

• Implements and administers assigned department related procedures and Board approved policies and objectives.  Ensures staff properly implements TWC, WSB, and YWCA policies. Ensures key performance goals are continuously met.

• Ensure referrals received from Workforce Center and other community partners are processed within established guidelines.

• Works as a team with other department supervisors, and Associate Administrator to determine over-all direction of unit and procedures.

• Coordinates with the Quality Assurance Manager and others, as appropriate, regarding remedial training to address documentation or areas noted for improvement during monitoring of calls.

• Compiles reports as requested by immediate supervisor.

• Ensures completeness, confidentiality and security of client records.

• Is prepared, during times of heavy volume and/or staff shortages, to perform duties of Family Care/ Support Center staff (conducts client intake/eligibility and processes call volume).

• Works a week schedule designed to meet area of responsibility needs.

Job Qualifications:

• Bachelor’s degree in human services related field preferred.

• Two (2) years of progressively responsible experience in the human service field is preferred; or any equivalent combination of experience and training that provides the required knowledge, skills and abilities.

• Prior related supervisory or lead experience preferred.

• Proven experience in customer service required.

• Excellent verbal and written communication skills required, with ability to speak in public and respond to questions articulately.

• Excellent interpersonal skills required, with ability to interact at all levels.

• Ability to employ tact and diplomacy along with comprehensive subject matter expertise in working with parents, staff and representatives of other agencies.

• Must be able to work under pressure with constant interruptions.

• Must be well organized and be able to handle multiple priorities.

• Must be able to work independently and autonomously as required.

• Must be able to make sound judgments, have excellent decision-making skills, and possess strong conflict resolution skills.

• Must be familiar with the operation of personal computers and have knowledge of MS Office software.

• Bilingual abilities in English/Spanish strongly preferred.

• Must have access to vehicle and possess valid driver’s license and sufficient liability insurance.

Anticipated Benefits:
YWCA Membership and Program Discounts
Basic Life Insurance
Medical, Dental, and Vision and Retirement