Position Summary

The Eligibility Specialist supports school readiness and family services programs through eligibility processing, customer service, child care resource and referral, and program support activities. Responsibilities include reviewing eligibility applications, processing referrals, responding to applicant and provider inquiries, connecting families with resources, and providing information about child care options and available support programs. This position helps ensure families receive accurate, timely, and supportive services in accordance with organizational policies, procedures, and program requirements. Success in this role requires attention to detail, empathy, professionalism, strong communication skills, organization, and the ability to manage multiple responsibilities effectively.

Primary Responsibilities

Eligibility Processing & Program Support

• Process eligibility applications, referrals, and related service requests in accordance with established procedures and program requirements.
• Review submitted documentation and information for completeness, accuracy, and eligibility determination purposes.
• Maintain knowledge of School Readiness eligibility requirements, policies, procedures, and program updates.
• Support timely and accurate completion of assigned eligibility-related activities.

Family, Applicant & Provider Support

• Provide professional customer service and technical assistance to applicants, caregivers, families, and child care providers.
• Respond to inquiries through phone, email, website chat, and other communication platforms.
• Communicate application requirements, documentation needs, eligibility information, and service expectations clearly and professionally.
• Promote positive experiences through responsive, supportive, and solution-focused service.

Resource Connection & Education

• Process resource requests, including child care listings and referral information.
• Share information regarding quality care indicators, child care provider types, and available family support resources.
• Educate families on programs, services, and community resources that may support their needs.
• Assist families in identifying resources that support informed child care decisions.

Documentation, Records & Data Accuracy

• Maintain eligibility records, case documentation, and supporting information in accordance with organizational procedures.
• Enter, update, review, and maintain information within organizational systems and databases.
• Verify information for completeness and accuracy.
• Maintain confidentiality of applicant, family, provider, and organizational information.

Core Competencies

• Eligibility program knowledge
• Customer service and family support
• Attention to detail and accuracy
• Verbal and written communication
• Organization and time management
• Documentation and records management
• Resource navigation and referral support
• Technology proficiency, including Microsoft Office and organizational systems
• Ability to interpret and follow program guidelines, policies, and procedures
• Professionalism, empathy, and confidentiality
• Problem-solving within established procedures
• Collaboration and teamwork

Position Classification & Competency Expectations

Scope & Focus - Performs specialized or service-oriented work, requiring consistency, accuracy, and program knowledge.

Decision Making & Judgment - Exercises judgement within established guidelines; handles standard variations and routine problem resolution; and seeks guidance for complex or policy level decisions.

Expertise & Independence - Demonstrates solid understanding of job-specific standards, tools, and procedures; works with moderate supervision; and applies skills efficiently and reliably.

Growth & Impact - Supports delivery of programs and services; contributes to accurate documentation, compliance, and client outcomes; and participates in routine improvements to service delivery.

Supervision & Leadership Impact - Not responsible for supervising of others; may serve as a resource to peers or assist with onboarding.

Additional Organizational Support Expectations

This position also fulfills applicable organizational support expectations, including:

All Staff Supports 

EDUCATION AND/OR EXPERIENCE

Education & Experience

Required

• Associate degree in Social Services, Human Services, Early Childhood Education, Public Administration, or a related field; relevant organizational experience and demonstrated performance may also be considered in assessing overall qualifications.
• Minimum of one year of experience in customer service, family services, eligibility support, program support, or a related field.
• Experience reviewing documentation, maintaining records, and working with databases or organizational systems.

Preferred

• Experience determining eligibility for public assistance, early learning, education, social services, or related programs.
• Training or experience related to trauma-informed care, Conscious Discipline, Strengthening Families, or similar family-centered approaches.
• Experience providing resource referrals, family support services, or customer-facing program assistance.
• Experience supporting School Readiness, early learning, or family services programs.

Working Conditions & Physical Demands

• Physical demands and work environment characteristics described are representative; reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• Regularly required to stand or sit for prolonged periods; walk; use hands and fingers; reach with hands and arms; climb and/or balance; stoop; kneel; crouch; crawl; talk; and hear.
• Must regularly lift and/or move up to twenty pounds and occasionally up to fifty pounds with assistance.
• Telework requires internet speeds of 8 Mbps download/8 Mbps upload and working within the immediate geographical area.
• Must maintain reliable transportation, minimum insurance coverage, a valid driver’s license, and a clean driving record.
• Reliable mobile phone service is required for technology compliance, including multi-factor authentication.
• Specific vision abilities may include close vision and the ability to focus for prolonged periods.
• Developmentally appropriate interactions with children may be required.

Organizational Culture & Values

• Assume Positive Intent
• Be Effective
• Choose Responsibility
• Deliver Excellent Customer Service
• Embrace Fun
• Find the Solution that Best Helps the Child

**This position description is not intended to be an exhaustive list of all duties and responsibilities. Additional duties may be assigned consistent with organizational needs and policies.**