Family Service Specialist-ELRC 18

PHMC serves as both a direct service provider to individuals, families, and communities across the region and as an intermediary agent — managing large-scale contracts, government and philanthropic partnerships, and multidisciplinary initiatives that require operational sophistication, strategic leadership, and deep mission alignment.

SERVICE AREA: Child Development & Family Services (CDFS)

DIVISION: Early Learning Resource Center (ELRC) 18

JOB OVERVIEW:

The Family Services Specialist is an essential member of the Family Services Team. This position is responsible for performing core ELRC functions and providing broad Family Services Team workflow support to meet family client demand, including at initial ELRC engagement, Child Care Works application, redetermination, and appeal processes. The Family Services Specialist performs assigned tasks based on forecasted and emergent needs. The Specialist is cross-trained in critical eligibility and customer service tasks, maintains current and complete knowledge of regulations, policy, and ELRC protocol. The position is deployed effectively in response to variations in client needs, supporting the Intake and Eligibility Team and Family Engagement Team within the larger Family Services Team. The Family Services Specialist reports to the Family Services Coordinator and collaborates across the ELRC to reduce client barriers and improve the agility of the Family Services Team during periods of increased call volume, application rate, redetermination rate, and policy updates. The Family Services Specialist primarily operates out of the Early Learning Resource Center offices.

RESPONSIBILITIES:

• Performs varied eligibility, appeal, and customer services functions based on ELRC client demand.
• Responsible for completing regular training, building knowledge of and adherence to Child Care Works regulations, OCDEL Policy, essential database functionality (PELICAN, ECM, etc.), and PHMC protocol.
• Responsible for quality control of all assigned tasks, with strong performance in compliance monitoring.
• Responsible for working collaboratively with other department Specialists, Coordinators, Family Services Manager to respond to forecasted support needs, assigned tasks, and to increase cross-training opportunities within the department.
• Adheres to compliance guidance based on OCDEL regulations and timeframes and models processing in line with ELRC protocol for peers.
• 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.
• Produce reports as requested.
• Additional duties as assigned.

Skills:

• Ability to help clients, community members, and colleagues problem-solve and achieve goals in a consistently friendly, informed manner.
•  Ability to use required databases, software, other technology, including tracking and reporting systems relevant to the job.
•  Strong oral and written communication skills.

Experience:

• Minimum of five (5) years of experience in Child Care Works program eligibility, including experience with community engagement for families in Philadelphia and working with early learning programs and/or needs-based services.

Education Requirement:

•  High school diploma is required.
• Associate degree preferred in Social Work, Human Services, Administration, or related field.

PHMC is an Equal Opportunity and E-Verify Employer.