Family Services Manager

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JOB OVERVIEW: The Family Services Manager ensures the ELRC delivers responsive, timely services for families in accessing and selecting early learning programs based on unique needs and preferences.

The Family Services Manager position leads and monitors the Family Services team and is responsible for all activities and personnel, supporting client-centered systems of referral, needs assessment, and eligibility determination and redetermination.

This position oversees Child Care Works (CCW) eligibility processes to ensure compliance with subsidy regulations, policies, procedures, and timeframes.

The Family Services Manager monitors outcomes and compliance data, completes frequent reports, collects statistical performance information, synthesizes and summarizes client updates, and responds to requests as required by the ELRC Director or OCDEL.

The position supports the ELRC Director in maintaining collaborative relationships with OCDEL, County Assistance Offices (CAOs), Office of Inspector General, Bureau of Hearings and Appeals, DHS, and EARN as required for the management of Child Care Works regionally.

The Family Services Manager reports to the ELRC Director and is responsible for ongoing training, mentoring, and supervision of the Intake & Eligibility Specialists, TANF Coordinator, Family Engagement Specialists, and Resource and Referral Specialist.

This position primarily operates out of the Early Learning Resource Center office.

RESPONSIBILITIES: * Establish and monitor the implementation of protocol for frontline engagement with families that achieves rapid resolution of needs through the use of effective service design and technological tools.

* Establish and monitor implementation of processes for client intake that triage families' comprehensive referral and eligibility actions, coordination with the CAOs for seamless services to TANF clients.

* Oversee effective family case management in compliance with OCDEL requirements and Child Care Works regulations.

* Establish and monitor plans of outreach and engagement with vulnerable populations.

* Maintain appropriate filing systems and records retention in compliance with all OCDEL guidance and directives.

* Manage the eligibility determination and redetermination process of enrolled families to ensure timeliness and consistency in accordance with subsidy regulations.

* Maintain and monitor efficient processes for Appeals and OIG referrals in accordance with state policies, and in addressing client concerns to troubleshoot issues related to families, providers, or other community members.

* Support the ELRC Director in meeting grantee requirements and OCDEL ELRC objectives, working collaboratively with ELRC management to confirm that all aspects of the ELRC work plan are met and to ensure that clients, providers, and the Region 15 community are served efficiently and effectively.

* Attend regular and emergent OCDEL meetings as directed, including necessary travel.

* Develop knowledge, awareness, and working relationships with collaborative partners, OCDEL, social and human services programs, vendors, and other resources available to children and families.

* Review data regarding ELRC activities.

Conduct monthly audits on family files.

Prepare for on-site audits from OCDEL and other regulatory agencies.

* Meet regularly with supervisees, the Family Services Team, management, peers, staff, partners, stakeholders, etc., to maximize services, minimize costs, identify and resolve problems, etc.

* Complete ongoing required and growth professional development to remain current on ELRC policies and procedures, to understand the scope of resources available to regional families, and to develop internal and external collaboration to promote access to the full scope of resources.

* Develop reports as necessary.

* Perform additional duties as assigned.

SKILLS: * Ability to create and monitor systems that ensure timely and accurate completion of team deliverables such as intake, eligibility determination and redetermination, resource and referral, and client/community engagement * Ability to analyze performance data and client experience trends and make recommendations to the management team for improvements * Must possess analytical and problem-solving skills * Must be familiar with data entry, application, and navigation platforms such as PELICAN, Client Information System ("eCIS"), COMPASS, and FindChildCarePA.gov * Strong written and verbal skills required * Ability to formulate and carry out effective work plans * Ability to facilitate the coordination of multiple tasks across teams and monitoring systems * Ability to foster team building and to work effectively as part of a team EXPERIENCE: * 7-10 years of experience with needs-based social service or benefit programs * 4-5 years of supervisory experience in large service programs * Preferred: Child Care Works program experience EDUCATION: Bachelor's degree in social work, human services, administration, or a related field SALARY GRADE: 21 EOE