Eligibility Counselor/Quality Assurance

Description

POSITION SUMMARY

Under the direct supervision of the Manager, Eligibility, the Eligibility Counselor will educate families on quality childcare opportunities through childcare listings, provide referrals to community resources, and communicate with clients to determine eligibility for the Voluntary Prekindergarten Program (VPK) and the School Readiness (SR) Programs. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Respond to requests for information regarding Childcare Resources and Referral (CCR&R) on rules, policies and procedures and community resources for the SR and VPK programs.
• Provide clients with resources such as provider listing if requested.
• Resolve issues and concerns by providing solutions to customers.
• Identify and escalate priority issues to appropriate leader.
• Process determinations for the Wait List; initial eligibility for placement and redetermination based on federal, state, and local program requirements, rules, and responsibilities.
• Collect required documentation to verify client’s eligibility such as partner agency referrals; the purpose of care; residency; child’s age and citizenship; and any other required eligibility documentation.
• Process requests via the Division of Early Learning Coalition Portal to change providers, transfer in/out of county; suspension of care; classroom transfer; parent/household income changes, purpose of care; enrollment and re-enrollment of children; and termination of services. 
• Deliver exceptional internal and external customer service.
• Review and verify information in the Division of Early Learning Coalition Portal to ensure accuracy. 
• Record and communicate updates with both clients and childcare providers in the Division of Early Learning Coalition Portal and the WebAuthor Portal
• Record contact with clients and case processing to reinforce transparency of the agency and keep a history to assist other caseworkers who are contacted by the client.
• Conduct Internal audits of client files; provide feedback to Eligibility Counselors; collaborate with staff to correct file errors.
• Develop and Lead Eligibility and Intake Staff training in response to internal audit findings and feedback.
• Safeguard all client information to ensure compliance with confidentiality policies. 
• Immediately report claims of child abuse and/or neglect to the appropriate leader
• Assist walk-ins with the online registration process 
• As a state mandated reporter, immediately report any suspected abuse, fraud, or misrepresentation along with supporting documentation to the appropriate leader.
• Communicate with partner agencies of any changes in policies and procedures.
• Follow up with clients and childcare providers regarding child absences.
• Assist across departments with any childcare enrollment and eligibility issues.
• Attend meetings, trainings and/or conferences pertaining to SR, CCR&R and VPK as essential
• Attend community outreach and sponsored events representing the ELCHC as needed. 
• Support the Intake team as needed.
• Perform other duties as assigned.  

Requirements

QUALIFICATIONS

• High school diploma or equivalent
• Associate degree from an accredited institution in Early Childhood Education, Social Services, Business Management, or closely related field preferred 
• Ability to exemplify our Core Values daily
• Proven ability to connect with a diverse population
• Ability to identify and resolve problems in a friendly, professional, and timely manner
• Knowledge of Best Practices regarding customer service skills 
• Excellent verbal and written communication skills
• Minimum 2 years’ admin support work experience in educational setting, social services, non-profit or a closely related field
• Knowledge of Microsoft Office Suite
• Ability to achieve CCR&R certification within 4 months of employment
• This position requires successful completion of the level 2 background screenings as set forth in s. 435.04, F.S

Physical Demands / Work Environment

Work Environment: This job operates in a general office setting. This role routinely uses standard office equipment such as computers, phones, copiers/fax machines. While performing the duties of this job, the employee frequently interacts with team members, providers, and the public in person and via telephone and email. 

Physical Demands: While performing the duties of this job, the employee will be required to sit for prolonged periods, at a desk, utilizing a computer and reviewing online and paper documents. The employee will also be required to lift and move up to 25 pounds and occasionally lift and move up to 50 pounds.