Community Support Specialist (CSS)

Summary

Child Care Aware® of Missouri (CCAMO) is seeking an empathic individual with a passion for serving others and building relationships. This role is ideal for candidates who enjoy working on a team to provide support and excellent customer service to families, child care providers, and community stakeholders seeking child care solutions and community resources.

The successful candidate will be detail-oriented, solution-driven, and flexible as the work schedule may require some evenings and occasional Saturdays. They should work well both individually and, in a team, while adapting to CCAMO’s culture of excellence. An understanding of the Missouri child care subsidy system, early care and education industry and a background in quality customer service are highly desirable for this position. This role requires strong communication skills, empathy, and the ability to handle diverse situations professionally and efficiently.

The CSS is a new position funded by a state contract through the Department of Elementary and Secondary Education, Office of Childhood. Funding is provided through June 30, 2026, and may be renewed each year thereafter through June 30, 2030.

Responsibilities: The CSS will be a part of Missouri’s statewide Child Care Resource and Referral (CCR&R) system playing a vital role in connecting families, child care providers, and community members with the information and support they need. The CSS is responsible for answering incoming calls related to:

• Child care subsidy navigation, guiding families through the application process, and referring them to appropriate services with accuracy and professionalism.
• Child care referrals assisting families in finding child care programs and in knowing what to look for in quality program.
• Information about specific community resources and state benefits.
  
  

As a representative of CCAMO and the Missouri Childhood Resource and Referral (MCRR) Center, the CSS provides phone-based support to a variety of consumers. Occasionally the CSS may also offer in-person assistance to help Missourians access high-quality child care and community-based resources.

This position reports directly to the Director of Resource & Referral.

Duties

Duties and Responsibilities:

• Assist families in locating and accessing the online child care subsidy application and provide guidance on completing the application accurately.
• Review caller records, case files, and past call center phone interactions to determine the most appropriate next steps for resolving issues, based on the information available.
• Guide families in identifying child care options within their requested zip code(s), including availability and, upon request, quality indicators of programs.
• Update Provider Information Forms (PIFs) for child care providers and manage data within a statewide child care referral database.
• Provide information on available resources and assist families, child care providers, and community members in locating local services through the Missouri Family Resources (MFR) website.
• Understand the range of state benefit programs available in Missouri and accurately identify when and where callers should be transferred for specialized support or services.
• Collaborate with team members to maintain accurate and up-to-date information on community resources across all counties in Missouri.
• Demonstrate the ability to use typical call center systems such as Genesys and maintain a working understanding of the Child Care Data System, Missouri Family Resources website, and other relevant technology platforms.
• Assist with weekly data processing and report management and related activities.
• Assist in creating child care program licensing summaries and other related child care referral activities.
• Accept and apply feedback from supervisors related to call performance and customer interactions, using that input to improve outcomes for families and overall call center effectiveness.
• Adapt quickly to changes in processes or procedures as directed by leadership, ensuring smooth and efficient implementation.
• Accurately and promptly document all interactions with callers and families, maintaining detailed records for each contact in accordance with organizational standards.
• Engage in ongoing professional development and training to stay current with best practices in customer service, child care subsidy, state and family resources, etc.
• Engages in the organization’s fundraising and friend-raising activities.
• Promote and uphold CCAMO’s Mission, Vision, Beliefs, and Values in all interactions and services provided.
• Other duties as assigned.
  
  

Requirements

Staff Competencies/Qualities:

• An associate degree in Human Services, Early Childhood Education, Communication, or a related field is required.
• Candidates must successfully pass a comprehensive background check.
• Must have a minimum of six (6) months of experience in customer service through a call center.
• Having a working knowledge of early care and education and child care subsidy is preferred.
• Understanding of challenges faced by families needing child care and ability to help them select care that meets their needs.
• Commitment to data integrity and outcomes.
• Excellent customer service skills across multiple communication channels.
• Empathetic personality with strong communication and interpersonal skills.
• Clear and professional written and verbal communication skills are required.
• Ability to maintain accurate and organized records.
  
  

Benefits

Company contribution to 401k vested 100% at time of hire. Company paid medical, dental, vision, long-term disability, and life insurance with a small employee copay. Accrual of two weeks’ vacation and sick time during the first year. New Parental Leave Benefit! Full-time exempt employees can access up to six weeks of paid parental leave for births, surrogacies, and adoption after 12 consecutive months of active employment. (Company-paid benefits add approximately $20,000 in value to the total compensation package.)