CCAS Client Services Manager

Location: Wichita Falls, Texas  
Employer: Rolling Plains Management Corporation (RPMC)
Status: Full Time, Exempt, Monday-Friday, 8am to 5pm

Rolling Plains Management Corporation is seeking a qualified candidate to fill the Client Services Manager position in our Wichita Falls Texas Workforce Child Care Services Program Office. This is a full-time exempt position reporting to the Workforce Solutions Child Care Program Director. This is a supervisory position that is responsible for the management of the client services staff. The Client Services Manager position requires the capacity for independent judgment and action and the ability to work with others to accomplish program goals and objectives. Regular work hours are Monday through Friday, 8:00 am to 5:00 pm; however extended hours may be required. Must be able to adapt to flexible work schedules as established by management. The manager must be able to delegate and make sound decisions with respect to clients and client services staff.

Workforce Solutions Child Care provides financial assistance to eligible, low-income families for child care services. The Child Care program also provides information about choosing quality child care and assists families to locate other community resources as needed. The program also works to improve the quality of child care in the region by providing training and training resources to early childhood programs.

The Client Services Manager has overall responsibility for supervising all Client Services functions and staff. To perform this job successfully, an individual must be able to perform each of the following essential job functions satisfactorily.

Essential Job Functions

• Directly supervise Client Services staff.
• Carry out supervisory responsibilities in accordance with RPMC’s and Workforce Solutions North 
• Texas Board’s policies, procedures and applicable laws and regulations.
• Conduct interviews for new staff, assist in job candidate selection, and train new and existing employees.
• Assign and delegate work to client services staff to ensure that workloads are balanced and manageable.
• Reward and discipline employees.
• Address staff and client complaints and identify successful resolution.
• Review all staff performance and complete annual evaluations of staff supervised by this position.
• Maintain knowledge of current eligibility guidelines, funding guidelines, and departmental policies.
• Ensure client files are accurate by overseeing and managing all in-house Quality Assurance (QA) procedures, work processes and staff.
• Ensure that client services staff comprehend and adhere to guidelines outlined in local Board policy, local operating procedures, federal rules and regulations and current TWC policy and procedure.
• Collaborate with the Child Care Program Director to ensure that total program quality and fiscal accountability are maintained.
• Assist in management of client files when needed.
• Coordinate client services with other agencies such as the Workforce Solutions Center and Department of Family and Protective Services.
• Maintain a high level of client satisfaction through conflict resolution, advocacy, and exemplary customer service.
• Coordinate vacation leave for Client Service Specialists and maintain an updated staff calendar.
• Work with departmental staff to improve work processes and collaborate on local best practices.
• Gather and prepare all documentation for external monitoring and/or audits; aid and answer questions as needed for monitors and/or auditors; Interpret monitoring results and implement any necessary corrective action and/or staff training.
• Assist in resolving client concerns/complaints if they cannot be resolved by the Client Services Specialists.
• Be aware of the legal and professional responsibilities about reporting suspected adults/child abuse and neglect, etc., in accordance with the provisions of Federal, State, or local law.
• Accept and coordinate referrals for child care.
• Gather statistical data for reporting purposes.
• Prepare bi-monthly Monitoring Committee report
• Monitor compliance through technical review of records and ensure compliance with all local, state, and federal regulations and policies.
• Communicates final determination of monitoring activities to appropriate staff.
• Final QA
   

• Medical (mostly employer-paid) and employer paid dental, and vision insurance 

• $25,000 life insurance policy at no cost to employee

• Dependent care FSA (up to $5000 per year provided by employer)

• Telemedicine, tele-counseling, and Employee Assistance Program (EAP)

• Matching 401K plan

• Paid sick leave, vacation leave, and 14 paid holidays

• Voluntary benefits: critical illness, accident, long-term disability, and supplemental life insurance

• Longevity Pay

• Position remains open until filled

Rolling Plains Management Corporation is an equal opportunity employer and provider.

• Bachelor’s degree in child development, or related field, with two years of full-time experience in social service work OR a minimum of 6 months experience as a Child Care Program Client Services Specialist.
• Willingness to enroll in college level courses to works towards obtaining a bachelor’s degree in child development or a related field. Waivers may be granted by the Executive Director.
• Supervisory experience preferred.
• Previous eligibility determination experience preferred.
• Ability to communicate positively with parents, primary caregivers, and child care providers.
• Ability to work at a fast pace in a deadline driven atmosphere.
• Ability to use initiative, independent judgment, and problem-solving skills within established procedural guidelines.
• Ability to work in both a team environment as well as independently with good time management skills and flexibility.
• Ability to operate modern office equipment including computer equipment. Proficiency in Microsoft Office Suite is a must.
• Ability to communicate effectively with all levels of employees and management, both orally and in writing using professional business language to include accurate spelling, grammar, and punctuation.
• Ability to effectively document pertinent information in case files.
• Ability to make accurate math calculations.
• Must be willing to take and pass a drug/alcohol test and comply with the “Drug Free” agency policy.
• Must have reliable transportation capable of regional travel. Must have a valid Texas motor vehicle operator’s permit of appropriate classification and endorsement as required. Must agree to maintain a satisfactory MVR and minimum requirement of insurability as required by law. MVR background checks may be conducted by the agency.

• Ability to maintain physical condition and stamina appropriate to the performance of assigned duties and responsibilities which may include sitting, standing, walking, or riding in a vehicle for extended periods of time, or other duties assigned.
• The ability to lift, push, pull, and/or move up to 25lbs
• The physical requirements in an office environment may require lifting boxes of supplies or files, equipment, and occasional adjustment of office furniture.
   

• Possess ability to adapt to inclement weather conditions and/or situations.
• Ability to drive, occasionally long distances within the region.
• Ability to adapt to a moderate to loud noise level associated with an office work environment.
• Ability to work in a stressful environment and manage stress effectively.
• Ability to perform duties and adapt to flexible work schedules as established by management.
• Ability to telecommute in the rare instances that TWC and/or Workforce Solutions Board require it,
   

• Light to normal travel – occasional ability to travel for activities such as meetings, classes, and workshops in and out of the service area.
• Must be able to travel by air as needed to attend training, conferences, and related activities.