Intake Unit Team Leader

If you are looking to join a social services organization where you can impact the lives of children, then this position may be the right fit for you. Programs for Parents is a non-profit organization that works to ensure children get the best possible start in life. We do this by supporting children, families, and childcare providers in Essex County through advocacy and action, providing education and referrals, sharing best practices, and helping families access available financial resources.

The Child Care Resource and Referral Department provides families with access to a broad selection of childcare referrals and community resources; conducts parent engagement events, community events, and parent workshops; and provides customer service to families and childcare providers seeking information regarding program eligibility and subsidy payments. As the Intake Unit Team Leader, you will provide support to the Resource and Referral Manager to ensure Intake Specialists provide superior customer service to families and child care providers seeking information regarding program eligibility, payment, and childcare options by standard procedures outlined in the Subsidy Operations Manual. Specific duties include:

• Providing guidance, technical support, and leadership to Intake Specialists to ensure quality service goals are met.
• Supporting the R&R Manager with organizing and prioritizing daily tasks to ensure completion within specified timelines and following DFD policies and departmental procedures.
• Liaising between Intake Specialists and the Program Manager.
• Assisting with staff development and training.
• Using problem-solving skills to resolve complex cases quickly and efficiently.
• Collaborating with the Manager on team-building initiatives.
• Promoting an inclusive, diverse, and positive work environment.
• Motivating staff and encouraging teamwork.
• Ensuring appropriate staff coverage at all times.
• Participating in staff meetings and training workshops.
• Maintaining, securing, and safeguarding confidential information.
• Performing daily unit tasks as needed.
• Providing other related duties as requested, assigned, or directed.

Knowledge and Skills:

• Excellent customer service etiquette
• Ability to motivate and build teams
• Strong verbal and written communication skills
• Ability to communicate effectively with diverse populations
• Strong critical thinking, analytical, and problem-solving skills
• Strong attention to detail
• Strong organizational skills
• Ability to multi-task in a fast-paced environment
• Willingness to work additional hours as needed
• Ability to perform intermediate-level math
• Ability to enter data with a high degree of speed and accuracy
• Ability to meet productivity standards within established timelines
• Knowledge of Microsoft Office

Education and Experience:

• High school diploma required; associate degree preferred
• Experience in human services or child development industry (preferred)
• Mastery-level knowledge of tasks performed in the Unit
• Leadership experience a plus
• Bilingual, Spanish/Creole a plus

Physical Tasks:

• Ability to walk and climb stairs
• Ability to carry/lift to 10 pounds