Co-Director, Eligibility & Family Access Services

The Co-Director of Eligibility & Family Access Services provides strategic and operational leadership for all Eligibility and Family Services functions within the Child Care Circuit (CCC). This role serves as the senior director for the Child Care Circuit and ensures compliance with EEC regulations, oversees the integrity of eligibility determinations and redeterminations, leads family service operations, and manages all family-facing supports including resource and referral, options counseling, and navigation services. The Co-Director also oversees data accuracy, KPI performance, audit readiness, and contributes to the modernization of systems and processes under the EEC Resource and Referral Services contract. 

The Co-Director of Eligibility & Family Access Services provides leadership and supervision to a team of professionals, including other directors and managers, to ensure effective program operations. This position reports directly to the Chief Executive Officer and is classified as an exempt role.

Essential Duties & Responsibilities

• Oversee all eligibility processing, including intake, documentation review, determinations, redeterminations, and case closures, ensuring compliance with EEC policies, regulations, and internal controls.
• Maintain oversight of client(family) service operations, including callbacks, response times, family follow-up, multilingual communication, and service quality expectations outlined in EEC KPIs.
• Ensure families receive accurate, timely information about child care financial assistance options, subsidy processes, waitlist procedures, and program policies.
• Oversee specialized assistance to priority populations, including DCF/DTA-referred families, young parents, families experiencing homelessness, families of children with disabilities, and families needing enhanced navigation support.
• Lead the daily use and integration of EEC data systems, including FACTS, CCFA, KinderWait, and other EEC-designated platforms, ensuring accuracy, data integrity, and efficient workflow management.
• Prepare and submit all required KPI reports, performance summaries, and data analyses; use data to identify systemic issues, trends, and opportunities for improvement.
• Develop and maintain internal control systems, support continuous quality improvement, and prepare for all EEC compliance reviews and audits.
• Collaborate with the Co-Director of Provider Services to ensure smooth transitions from eligibility to provider placement and to resolve complex family-provider issues.
• Supervise, coach, and support Assistant Director(s), Supervisors, and case management teams to ensure consistent implementation of EEC policies and high levels of service quality.
• Lead training, coaching, and development of staff on eligibility policy, documentation requirements, system navigation, equity-centered service delivery, and customer service standards.
• Address escalated family concerns, complaints, or unusual cases, ensuring timely resolution and effective communication.
• Maintain strong working relationships with DCF, DTA, Mass211, CFCE programs, EEC regional staff, and local partners to support coordinated service delivery.
• Represent CCC in statewide meetings, cross-agency workgroups, and professional networks, promoting strong collaboration and consistent regional alignment.
• All other duties as assigned by the supervisor.

Qualifications

• Bachelor’s degree preferred; advanced degree a plus.
• Minimum five years of progressively responsible experience in human services, social services, education, or related fields.
• Minimum three years of supervisory or management experience leading multi-level teams.
• Knowledge of child care financial assistance programs strongly preferred; willingness to develop expertise required.
• Ability to interpret and apply state regulations, EEC policies, and internal control procedures.
• Strong leadership and staff development skills, with experience coaching diverse teams.
• High proficiency in workflow management, documentation accuracy, and data integrity practices.
• Strong analytical and organizational skills, with the ability to interpret data and identify trends.
• Excellent communication skills; ability to communicate effectively across cultures and languages.
• Commitment to equity, inclusion, and family-centered service delivery.
• Bilingual (English/Spanish) preferred.

Working Conditions & Physical Requirements

This position operates in a hybrid work environment, requiring both remote work and onsite presence at CCC offices, as well as occasional work in community settings, child care programs, or partner agency locations. The role requires regular travel within the region for staff support, provider engagement, monitoring, or partnership meetings, and may involve occasional statewide travel for trainings, collaboration sessions, or EEC-required meetings. A valid driver’s license or reliable transportation is required.

Physical demands include the ability to sit or stand for extended periods, move throughout office or program environments (which may include stairs or uneven surfaces), and communicate effectively in person, by phone, and electronically. The role may occasionally require lifting up to 10 pounds (such as files, laptops, or training materials). This role may require occasional evening and/or weekend work.

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the position.

Compensation Statement

At The Community Group, we are committed to equitable and transparent compensation practices that reflect our values and mission. Compensation for this position is based on our established salary bands and guidelines, taking into account the responsibilities of the role, required qualifications, and relevant experience. The posted salary range represents our good-faith estimate of pay for this position at the time of posting. Placement within this range will be determined using fair, non-discriminatory factors, including skills, experience, and competencies. Our compensation practices are regularly reviewed to ensure fairness, consistency, and compliance with the Massachusetts Pay Transparency Act.

EEO Statement

The Community Group is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by federal, state or local law.  We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity.

Salary : $90,000 - $110,000