- Salary
- $23 – $24/hr
- Location
- Tucson, Arizona, US
- Type
- Full-time
- Department
- Healthcare
- Experience
- 3+ years
- Education
- Bachelor
- Source
- BetterTeam
Description
GENERAL DESCRIPTION:
The Child Care Services Supervisor (CCSS) provides leadership, coordination, and oversight of CCR&R's statewide Child Care Information Line (CCIL) and CCR&R Provider Database services. This position supervises Child Care Specialists to ensure the delivery of timely, accurate, unbiased, culturally relevant, and linguistically appropriate information, resource and referral, provider support, and navigation services to consumers and child care providers. The CCSS is responsible for ensuring effective day-to-day operations of the Child Care Information Line and CCR&R Provider Database, including staffing, service delivery, quality assurance, data accuracy, reporting, performance monitoring, and continuous improvement. This position ensures that consumers are supported in navigating Arizona's Early Care and Education system and accessing child care that meets their individual needs, while ensuring consumers receive accurate information, resources, and support.
This position works collaboratively with the CCR&R Program Director and Community Engagement Supervisor, funder, child care providers, state agencies, Tribal and military communities, and Early Care and Education stakeholders. The CCSS plays a critical role in ensuring CCR&R services meet program measurables, contractual requirements, and the needs of Arizona families and child care providers statewide. The position requires flexibility to accommodate program needs, including occasional evenings, weekends, meetings, events, coverage of the CCIL and travel as needed/required.
This position works collaboratively with the CCR&R Program Director and Community Engagement Supervisor, funder, child care providers, state agencies, Tribal and military communities, and Early Care and Education stakeholders. The CCSS plays a critical role in ensuring CCR&R services meet program measurables, contractual requirements, and the needs of Arizona families and child care providers statewide. The position requires flexibility to accommodate program needs, including occasional evenings, weekends, meetings, events, coverage of the CCIL and travel as needed/required.
SUMMARY OF ESSENTIAL JOB FUNCTIONS:
- Leadership and Supervision: Supervise, coach, and support Child Care Specialists and other staff as needed. Provide training, feedback, performance management, and ongoing professional development. Promote a collaborative, accountable, and customer-focused team environment.
- Child Care Information Line: Oversee the daily operations and service delivery of the statewide Child Care Information Line. Ensure consumers receive timely, accurate, unbiased, and culturally and linguistically appropriate child care information, referrals, resources, and navigation support. Monitor call volume, service levels, follow-up, customer experience, and staff performance.
- Provider Database Management: Oversee the accuracy, completeness, and timeliness of child care provider information maintained within the CCR&R Provider Database. Ensure provider information is routinely reviewed, verified, updated, and maintained in accordance with program and ADES requirements. Monitor data quality and address gaps or inconsistencies.
- Consumer Education and Resource & Referral: Ensure Child Care Specialists provide high-quality resource and referral services to families seeking child care. Promote the CCR&R website, Provider Database, and other resources as tools to help consumers make informed child care decisions. Ensure services are responsive to the unique needs of diverse and priority populations.
- Provider Services and Support: Oversee program activities and services that connect child care providers to resources, training, technical assistance, quality improvement opportunities, and information related to starting, maintaining, or expanding child care services. Identify provider needs and opportunities to strengthen child care supply.
- Complaint Intake and Resolution Support: Oversee the intake, documentation, tracking, follow-up, and appropriate referral of child care-related complaints and concerns. Ensure complaints are routed to the appropriate agency or department and that required documentation and reporting are completed accurately and timely.
- Data Collection and Reporting: Monitor and ensure accurate collection, documentation, and reporting of consumer, provider, Information Line, database, complaint, and program performance data. Analyze trends and develop reports, dashboards, and recommendations to support program decision-making and continuous improvement.
- Quality Assurance and Continuous Improvement: Monitor service quality, staff performance, data accuracy, customer experience, and adherence to established procedures. Identify opportunities for improvement and implement strategies that increase efficiency, consistency, accessibility, and quality of CCR&R services and agency CQI requirements.
- Partnerships and Collaboration: Develop and maintain effective relationships with child care providers, ADES, state agencies, Tribal and military communities, community-based organizations, and Early Care and Education stakeholders. Represent CCR&R in meetings, workgroups, and initiatives as assigned.
- Administrative Operations and Program Support: Oversee schedules, workflows, staffing coverage, records, meetings, reports, deliverables, and other administrative functions necessary to support Information Line and Provider Services operations. Ensure timely completion of program requirements and compliance with ADES and CFR policies and procedures.
- Technology and Systems: Utilize program databases, call monitoring software, technology, and additional software systems to monitor operations, maintain accurate information, analyze performance, communicate with consumers and providers, and support program effectiveness. Participate in system improvements and technology implementation as assigned.
- Other Duties as Assigned: Complete other duties as assigned by the CCR&R Program Director and/or Supervisors, Chief Officers, and/or CEO/President.
REQUIREMENTS:
EDUCATION AND BACKGROUND:
- Bachelor's degree or Associate's degree in Early Childhood Education, Human Services, Social Work, Business Administration, Public Administration, or a related field from an accredited institution, strongly preferred. Minimum of a High School Diploma or GED required.
- A minimum of 3 to 5+ years of supervisory experience that included leading, coaching, and evaluating staff, required.
- 3+ years of experience in child care, early childhood education, resource and referral, customer service, provider support, program coordination, or a similar role, required.
- Experience working with child care providers, families, community resources, or public service programs, strongly preferred.
- Knowledge of Arizona's Early Care and Education system, child care licensing and certification, and/or child care assistance programs, strongly preferred.
- Experience working with databases, data systems, customer service systems, or information and referral systems, strongly preferred.
- Bilingual in English and Spanish; oral, reading, and writing ability, strongly preferred.
KNOWLEDGE AND SKILLS:
- Effective, strong active listening, oral, written, and interpersonal communication skills are required.
- Strong supervisory, coaching, conflict resolution, and team-building skills.
- Detail-oriented, highly organized, and excellent time-management skills are required.
- Strong customer service and relationship-building skills.
- Ability to provide a positive, relationship-based experience to consumers and child care providers.
- Knowledge of child care state licensing and certification rules, regulatory information, and early childhood systems.
- Knowledge of local and state community resources and social service programs throughout Arizona.
- Strong data management and analytical skills, including the ability to identify trends and translate data into recommendations.
- Experience with database systems and data entry; Salesforce or other database experience strongly preferred.
- Excellent computer skills with proficiency in Microsoft Office 365 programs such as SharePoint, Word, Excel, Outlook, PowerPoint, and web-based software, databases, and programs.
- Ability to multi-task, prioritize competing responsibilities, and work effectively in a rapidly changing and fast-paced environment.
- Ability to work effectively with diverse populations and demonstrate cultural diversity competence and linguistic sensitivity.
- Ability to exercise sound judgment when responding to consumer, provider, staff, and program concerns.
- Ability to develop and maintain effective partnerships with state agencies, community organizations, child care providers, and ECE stakeholders.
- Adhere to and implement the Arizona Department of Economic Security's Scope of Work, Uniform Terms and Conditions, Article 50, quality assurance requirements, and Child & Family Resources' policies and procedures.
- Participate in Performance Quality Improvement initiatives.
- Meet program/department performance and productivity standards.
- Attend required organization and program/department meetings and events.
- Adhere to the schedule agreed upon with the director/supervisor.
- Follow and model CFR's core values.
- Must be eligible and able to obtain an Arizona Level One Fingerprint Clearance Card.
- Must have a valid Arizona driver's license, Arizona vehicle registration, and meet agency and Arizona liability insurance requirements.
Consistent with CDC’s new streamlined guidance, the Safer Federal Workforce determined COVID-19 workplace safety protocols will not vary based on vaccination status or otherwise depend on vaccination information. Due to this determination, requiring, requesting, or collecting vaccination status information is suspended. For current status of the COVID-19 vaccine requirement and/or questions,
please contact Human Resources at [email protected]
ABILITY REQUIREMENTS:
- Sitting for extended periods of time daily; standing and walking short distances.
- Moderate twisting, bending, stooping and lifting up to 40 pounds in the performance of assigned duties.
- Ability to use a variety of office equipment and machines as referenced.
- Normal manual dexterity and eye-hand coordination required.
- Repeated hand-wrist movement required.
The nature of the position involves a fast-paced working environment with multitasking of many different duties and tasks. General daily priorities may change at a moment’s notice, and the position requires quick response time and flexibility.
Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of
personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Any offer of employment is contingent upon drug test and fingerprint clearance.
Skills
ExcelSalesforceComplianceCustomer Service
