Supervisor, Chicago Application & Enrollment

Job Description

Job Description

SUMMARY :

Under the direction of the Referrals and Outreach Director, the Chicago Application and Enrollment (CAE) Supervisor will oversee the Chicago Early Learning (CEL) Parent Support Hotline. The CEL Parent Support Hotline offers dedicated support to Chicago families seeking to learn more about the importance of early learning for their child’s development. The CEL Parent Support hotline provides phone and web-based assistance for families to help them identify and apply for CEL programs. Additionally, CEL Parent Support hotline provides Chicago families with support to manage their application once they are submitted. CEL Parent Support hotline staff also troubleshoot and resolve questions, concerns, and issues surrounding application submission and management.

Under the direction of the Referrals and Outreach Director, the CAE Supervisor oversees the direct services and support provided to parents and providers who contact the CEL Parent Support Hotline. The person in this role directly supervises and evaluates all assigned staff. All work is to be completed with minimum supervision and in accordance with organizational standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following. The organization reserves the right to add to, delete, change, or modify the essential duties and responsibilities at any time.

1. Supervise Chicago Early Learning Parent Support hotline team to ensure that high quality and professional services are provided to parents and staff.
2. Monitor and implement policies and procedures on the Chicago Early Learning Parent Support Hotline and other Illinois Action for Children programs.
3. Implement quality control measurements on assigned staff to ensure effective, efficient, and professional services are provided to parents and providers within set timelines and procedures.
4. Maintain, monitor, and analyze team data captured in CEL application system, Salesforce, Smartsheet, School Mint, and other programs.
5. Train team on the CEL application policies and procedures.
6. Prepare written reports on assigned groups call volume, call resolution and other team activities; report regularly to assigned manager.
7. Work in conjunction with Human Resources Department and department management regarding recruitment and selection, performance evaluation, disciplinary and other personnel actions.
8. Schedule regular meetings with team and department management. Maintain several methods of communication with the team, including email, calls, and Microsoft Teams to ensure timely resolution of calls.
9. Responsible for the completion of staff timesheets within the required deadline.
10. Knowledgeable of all team members' functions; could serve as back-up if needed to assist team.
11. Maintains required job skills and core professional competencies. Attends and participates in required educational programs and staff meetings.
12. Ensure confidentiality of information received and managed by Illinois Action for Children.
13. Execute our workplace core capabilities of accountability, customer focus, continuous quality improvement (CQI), communication, competent people, and clear priorities.
14. Other Functions: The Organization may assign other functions to the job at its discretion.

SUPERVISORY RESPONSIBILITIES include but are not limited to the following. The company reserves the right to add, delete, change, or modify the essential duties and responsibilities at any time.

Responsible for supervising team in a hybrid environment. Formal responsibility for planning, assigning, directing, and coordinating the work of these functions. Performs employee evaluations and makes hiring decisions. Supervises position of CEL Hotline Coordinators, IAFC Hotline Coordinators, IAFC Application Assistant and Seasonal Coordinator Temp.

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION and/or EXPERIENCE:

• Bachelor’s degree in early education, Social Work, Business Administration, or related field.
• Experience with leading a call center team.
• 18 credit hours in child development or two years' work experience with direct childcare preferred.

OTHER SKILLS AND ABILITIES:

• Ability to multi-task
• Organizational skills
• Evening and weekend availability as needed
• Strong written and verbal skills
• Excellent customer service skills
• Excellent attention to detail
• Supervisory experience

Benefits of Working at IAFC :

Working with passionate team members that are driven by our Mission: Illinois Action for Children is a catalyst for organizing, developing, and supporting strong families and powerful communities where children matter most.

We strive to foster and implement a culture of diversity, equity, and inclusion across our organization. We know it is not only critical to the success of diversity initiatives - but instrumental in creating an unbiased and inclusive workplace! It not only relates to the diverse clients we serve but also creates a positive employee experience.

We offer an extensive benefits package that adds value to your total compensation. Our benefits include:

• Health, dental, and vision insurance plans with a company contribution of 95% for single coverage
• 401k with company match
• Generous PTO – first year-23 days, the second year-28 days, the third year and on - 35 days
• 11 Paid Holidays and 1 Floating Holiday
• Tuition Reimbursement
• Flexible Spending Account
• STD & LTD insurance
• Company-paid Life Insurance

Location: Chatham, Chicago

Illinois Action for Children is EEO/M/F/V/D employer

While we desire for this job posting to be comprehensive, all aspects of the position may be amended at any time at the discretion of IAFC including job duties, work location and/or work schedule.