Family Services Manager - ELRC 18

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SERVICE AREA: Child Development & Family Services

PROGRAM: Early Learning Resource Center (ELRC) 18

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, the County Assistance Offices (CAOs), the Office of Inspector General, the 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 Coordinator, TANF Coordinator, Family Services Coordinator, and Resource and Referral Coordinator. This position primarily operates out of the Early Learning Resource Center office.

RESPONSIBILITIES:

• Establishes and monitors implementation of protocol for frontline engagement with families that achieves rapid resolution of needs through the use of effective service design and technological tools
• Establishes and monitors implementation of processes for client intake that triage families’ comprehensive referral and eligibility actions, coordination with the CAOs for seamless services to TANF clients
• Oversees effective family case management in compliance with OCDEL requirements and Child Care Works regulations
• Establishes and monitors plans of outreach and engagement with vulnerable populations
• Maintains appropriate filing systems and records retention in compliance with all OCDEL guidance and directives
• Manages the eligibility determination and redetermination process of enrolled families to ensure timeliness and consistency in accordance with subsidy regulations
• Maintains and monitors 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
• Supports 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 18 community are served efficiently and effectively
• Attends regular and emergent OCDEL meetings as directed, including necessary travel
• Develops knowledge, awareness, and working relationships with collaborative partners; OCDEL, social and human services programs, vendors, and other resources available to children and families
• Reviews data regarding ELRC activities; conducts monthly audits on family files; prepares for on-site audits from OCDEL and other regulatory agencies
• Meets regularly with supervisees, the Family Services Team, management, peers, staff, partners, stakeholders, etc., to maximize services, minimize costs, identify and resolve problems, etc.
• Completes 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
• Develops reports as necessary
• Performs 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 benefits programs, of which 4-5 years should be in a supervisory capacity of large service programs
• Child Care Works program experience preferred

EDUCATION:

Bachelor’s degree in social work, human services, administration, or a related field

SALARY GRADE: 21

PHMC is an Equal Opportunity and E-Verify Employer.