Intake Eligibility Supervisor, Austin, Texas in Austin, TX at BakerRipley

Date Posted: 6/14/2021

Job Snapshot

Job Description

As a member of the Capital Area Child Care Services team, you will join an incredibly talented and hardworking program dedicated to serving clients in the Austin area through child care services while advancing BakerRipley’s impact in the region.

Reporting to the Operations Manager, the Supervisor oversees the daily operations and customer service levels of the Intake & Eligibility Team. The Supervisor serves as a strength-based team leader, champions culture change, and ensures the team operates an effective and efficient program. The Supervisor is responsible for ensuring customer transactions are completed timely and appropriately across all service channels, including face to face, over the phone, and remotely through the mail, e-mail, and web. The Supervisor ensures that all IES staff are onboarded and trained effectively, as well as provided with ongoing training to ensure optimal performance.

CORE DUTIES AND RESPONSIBILITIES:

  • Oversees and supervises the daily operations of the IES staff
  • Establishes  rapport  and  credibility  with  customers  and  providers  by  ensuring excellent  customer  service   in   a   professional  and   respectful  manner  and   takes immediate action to address and resolve customer and provider complaints
  • Interviews, hires, and coaches employees to optimal performance levels
  • Evaluates the effectiveness of customer service delivery methods and implements efficient and innovative methods to improve overall customer satisfaction.
  • Develops and implements accountability measures for IES staff and ensures such measures are monitored in staff performance evaluations
  • Ensures that staff is meeting performance objectives and that supervisors are taking appropriate actions to timely and effectively address performance deficiencies
  • Processes   customer   eligibility   as   needed   and   enters   data   into   The   Workforce Information system of Texas (TWIST) in a timely and accurate manner
  • Retrieves  and  enters  data  into  databases  as  directed  including  the  Financial  Aid Communication System (FACS) and takes appropriate actions
  • Oversees caseload maintenance of Intake Eligibility Specialists to ensure timeframes are met, files maintained in required format and completeness
  • Provides policy and procedure training and technical assistance to Intake Eligibility Specialists
  • Functions as liaison with all other areas within the program and with outside agencies for the delivery of the child care program to help ensure high quality of customer service
  • Performs other duties as may be assigned


Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)