Deputy Director, Eligibility & Family Access Services

The Deputy Director supports both Co-Directors in the coordination, management, and improvement of all Child Care Circuit (CCC) services under the Massachusetts Department of Early Education and Care (EEC) Resource and Referral Services contract. This role helps ensure consistent service delivery, compliance with regulations, high-quality staff supervision, and adherence to performance and customer service expectations.

The Deputy Director plays a key operational leadership role by supporting workflow management, staff coaching, training, data integrity, system usage, and quality assurance across Eligibility, Family Access, Provider Services, and Enhanced Services functions. The position ensures consistent communication across teams, assists in problem-solving operational challenges, and provides leadership continuity across CCC.

Essential Duties & Responsibilities

• Support both Co-Directors in the daily management and coordination of CCC’s Eligibility, Family Access, Provider Services, and community partnership functions.
• Supervise and coach assigned Supervisors, Seniors, and frontline specialist staff to ensure high-quality, accurate, and timely service delivery.
• Assist with onboarding, training, and professional development, ensuring staff understand EEC regulations, CCC processes, customer service expectations, and use of required data systems.
• Monitor workflow and productivity to ensure timely eligibility determinations.
• Support consistent use and accuracy of EEC data systems, including FACTS, CCFA, KinderWait, NACCRRAware/NDS 2.0, and other required state systems.
• Conduct routine quality assurance reviews, data checks, and documentation audits, following up with Supervisors and staff to ensure accuracy and compliance.
• Assist with preparation for EEC audits, monitoring visits, and performance reviews by compiling documentation and ensuring staff readiness.
• Help resolve escalated family or provider concerns, ensuring respectful communication, adherence to policy, and timely resolution.
• Assist with performance tracking, KPI monitoring, and completion of required compliance and performance reports.
• Participate in meetings with community partners, state agencies, and providers as needed; represent CCC when directed by Co-Directors.
• Support implementation of process improvements, system enhancements, and operational changes.
• Serve as a leadership back-up to the Co-Directors to ensure continuity of operations during absences or high-volume periods.
• All other duties as assigned by the supervisor.

• Bachelor's degree required; Master's degree preferred.

• Minimum three years of experience in human services, early education, social services, provider services, public administration, or a related field.

• Minimum two years of supervisory experience supporting teams in a programmatic, customer service, or compliance-driven environment.

• Experience with child care subsidies, family support, eligibility, provider services, or EEC policy strongly preferred (or willingness to develop expertise).

• Ability to interpret and apply EEC regulations, policies, and contract requirements.

• Strong leadership, coaching, and staff development skills to support diverse and multi-functional teams.

• High proficiency in workflow management, accuracy reviews, and documentation standards.

• Strong organizational and analytical skills, with the ability to assess trends and troubleshoot challenges.

• Excellent communication skills and ability to work respectfully with families, providers, state agencies, and internal teams.

• Commitment to equity, inclusion, and culturally responsive 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 / Commitment to Diversity

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.

E-Verify Notice
The Community Group participates in the E-Verify program to determine the immigration and work-eligibility status of prospective employees. Please refer to the Notice of E-Verify Participation and the Right to Work documents for more information.

Salary : $80,000 - $100,000