Job Title: Family Support Coordinator

Department: Child Care Family Services

Reports To: Resource and Referral Manager

FLSA Status: This is a non-exempt, fulltime (37.50/week), Union position

Level: 5

Salary Range: $46,838.22 - $49,690.68

ABOUT CHILDREN’S COUNCIL

For more than 45 years, Children’s Council has been the heart of child care and early education in San Francisco, advancing the belief that high-quality child care can transform lives and communities. Our more than 120 team members help families navigate their child care and preschool options and secure financial assistance to pay for it. We provide home-based child care businesses with the training and resources to succeed. Through a wide range of free programs and workshops, we support parents and caregivers as they build child development skills. As the city’s second-largest nonprofit contractor, with an annual budget of over $120 million, we are a major stakeholder in the child care system. We educate the public and advocate for increased investment in early education at the local and state level. If you are a child care champion, we want you on our team.

POSITION SUMMARY

The Coordinator provides logistical and administrative support to ensure efficient program operations and helps in collecting valuable data needed for reporting and improving systems. The Coordinator is a key in connecting the community with the right staff and monitoring systems that achieve the best customer service. S/he/they establishes new family records and assigns them to staff. The position provides back up support to the front desk on a daily basis. The Coordinator represents the organization in-person and via telephone and is a source of information about Children’s Council.

KEY QUALITIES

• You go the extra mile, helping our clients and your colleagues achieve successful outcomes
• You are welcoming and optimistic, maintaining poise, even under difficult circumstances
• You are a dependable colleague, collaborative and someone that your team can rely on
  

PROGRAM SUPPORT RESPONSIBILITIES

• Input and/or migrates family information in our child care voucher software systems, and inputs notes on work completed.
• Assigns new child care voucher families to staff with the guidance of the Child Care Family Services management team.
• Consistently monitors number of cases assigned per staff; provides this information to the Child Care Family Service and Compliance and Program Support management team when areas of caseload concern may arise, such as language capacity and other trends.
• Generates data reports related to child care voucher caseloads, such as timeframe of enrollments, language needs and other trends.
• Will keep the management team informed on recently assigned cases and those families that are pending.
• Helps the manager with collecting data that is needed for funders on a monthly, quarterly, bi-annual, and annual basis.
• With the manager's guidance and directives, creates and updates written procedures for the Client Relations staff

CLIENT RELATIONS RESPONSIBILITIES

• Tracks data on visitors and incoming calls and report client trends to manager.
• On a monthly basis, review and update information at the front desk such as employee contact list, contact information for each department, and reviews the who’s out and the hybrid calendar.
• Supports client relations training for new and temporary client relations staff.
• Provides front desk back-up support whenever needed.
• Will answer and transfer incoming phone calls and messages to appropriate staff.
• Welcomes walk-in clients and directs them to designated room or staff.
• Shares materials to clients (electronically or in person) when needed.
• Routes external documents handed off at the front desk by a client to the appropriate staff.
• Distributes and maintain inventory of diaper distribution. Will input this information and all other in-kind goods to eligible families into the data tracking system.
• Performs other duties as assigned.

QUALIFICATIONS

• Minimum of 2 years administrative or customer service experience.
• Experience working closely with the public where providing excellent customer service is key.
• Strong listening and communication skills. Must have the ability to adapt communication style to meet the individual client needs.
• Experience navigating client interaction and multiple distractions.
• Proficiency with data entry, database navigation, spreadsheet creation, and Microsoft Office Suite products.
• Hands on experience coordinating multiple tasks and projects.
• Ability to work with minimal supervision.
• A background clearance is required.

PHYSICAL REQUIREMENTS

• Must be able to remain stationary for extended periods of time.
• Must be able to move throughout the office, access files, meet with clients, and climb four flights of stairs if needed.
• Requires the mental acuity to perform the essential functions as outlined in an accurate and timely fashion.

Children's Council of SF is committed to building a staff that is rich with cultural, social and experiential diversity. Candidates who want to join us on this journey and who can uniquely contribute to that goal are encouraged to apply.

Due to the Covid-19 pandemic, this position operates in a 4/1 hybrid work model. Applicants should be comfortable with both the remote and in office scenarios.

Benefits, and Employee Perks:

We offer great benefits! Medical, dental, vision, Long-term disability, Life & Pet Insurance / Employer 401K Matching program/ Tuition Reimbursement / FSA, HSA & Transit Commuter Benefits / Generous PTO accrual - starting with over 4 weeks annually / 14 paid holidays + FH for Birthday / Lunch-n-Learn Training Program.

Equal Opportunity & Equity Statement

Children’s Council is an equal opportunity employer that values diversity as central to our work serving the San Francisco community. We comply with all applicable state and local laws governing nondiscrimination in employment. Our practices are in alignment with our commitment to workplace equity, diversity, and inclusion. We foster a work environment where our current and future staff feel welcomed without regard to race, color, religion, gender identity, national origin, sex, age, disability or sexual orientation.