IAFC Hotline Coordinator

ABOUT US:

Illinois Action for Children (“IAFC”), a local, state, and national leader in the early childhood care and education sector for over 50 years. IAFC programs, services, and advocacy improve learning and life outcomes for children and families, including reducing the effects of poverty. IAFC works to ensure that every child in Illinois – particularly those in need – have access to the necessary resources to succeed in school and in life.

Along with our mission, IAFC is committed to building and maintaining a diverse, equitable, inclusive, and anti-racist culture. We are dedicated to this pledge through our hiring practices and our focus on creating a culture and environment where diverse perspectives, ideas, and identities are valued and integrated into our way of working and servicing our staff and clients. IAFC staff represent a wide diversity of racial, socio-economic, gender, religious, and national identities. We welcome all applicants who share our mission and vision to join us in our essential work.

SUMMARY:

Under the direction of the Chicago Application and Enrollment Supervisor, the IAFC Hotline Coordinator assists parents seeking Chicago Early Learning, Pre-K, Elementary and High School options in the City of Chicago. The IAFC Hotline Line Coordinator will work to troubleshoot parents’ issues with completing the GoCPS application, Chicago Early learning application, educate the parents regarding child development issues, quality indicators, licensing standards, Chicago Early Learning programs, GoCPS options, IDHS Child Care Assistance Program and other program options such as Before and After school programs. Serves as a point person with internal and external programs. All work is to be completed with minimum supervision and in accordance with organizational standards.

This incumbent will be expected to promote and adhere to the workplace core capabilities of accountability, customer focus, continuous quality improvement, communication, competent people, and clear priorities. All work to be completed with minimum supervision and in accordance with organizational standards.

Mandarin and Arabic preferred

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.

• Provide information to parents regarding applying for GoCPS and Chicago Early Learning options for Pre-K through high school over the phone, through web chat and/or at walk-in desk in accordance with IAFC and City of Chicago policies and procedures. This includes connecting parents and staff to the universal application website, Go CPS.edu website and Chicago Early Learning Family Resource Centers, appropriate CPS offices, CPS schools and DFSS delegate agencies.
• Assist parents who are interested in applying for Chicago Early Learning program options through the Chicago Early Learning On-Line Application.
• Assist parents who are interested in applying for GoCPS options online via GoCPS.edu. This includes answering questions regarding application navigation, password/username resets, providing referral assistance, and escalating application issues to CPS and as necessary.
• Provide enhanced referral service to parents based on parents’ needs/request and contractual obligations.
• Troubleshoot more difficult calls from parents regarding special needs referrals, child development issues, etc. Ensure problem cases are resolved in a timely, accurate and professional manner.
• Provide feedback to Chicago Application and Enrollment Supervisor on GoCPS and CEL processes including issues faced by parents completing these steps, noticeable trends, and customer feedback.
• Input data and maintain zip code database, DTP database, GoCps.edu, Chicago Early Learning Website and SalesForce database.
• Refer potentially eligible parents to appropriate IAFC programs for information on IDHS program; educate parents on other IAFC programs.
• Reconcile and prepare reports for internal/DFSS/CPS use and written consumer education materials.
• Execute our workplace core capabilities of accountability, customer focus, continuous quality improvement (CQI), communication, competent people, and clear priorities.
• Other Functions: The Organization may assign other functions to the job at its discretion. able to navigate several websites and databases while handling a call. Being able to adjust rapidly to a situation that was not expected (i.e. computer issues, website issues)
• Handling high call volume
• Handling more difficult phone calls/cases
• Communicating effectively with team, supervisor and manager
• Managing time to ensure that reporting deadlines are met.
• Prents seeking Chicago Early Learning referrals
• Parents seeking information about Chicago Early Learning
• Illinois Action for Children Staff
• Department of Family Support Services (DFSS)
• Chicago Public Schools (CPS)
• Directors, Teachers & Social Workers
• Chicago Early Learning programs and agencies

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 preferred in Social Services, Early Childhood Education or related field with at least 18 credit hours of child development and two years’ work experience with direct childcare OR Associates degree or two years of college classes with a minimum of 60 credit hours in Social Services with at least 18 credit hours in child development with three years’ work experience with direct childcare in which at least one year is in a childcare resource and referral program. Or High School Diploma with experience working in early childhood educational setting or experience working in a high-volume call center experience. Experience with Chicago Early Learning or GoCPS application systems a plus.

OTHER SKILLS AND ABILITIES:

Ability to navigate several databases, websites or programs simultaneously while assisting callers.

Ability to travel locally.

Strong verbal and written communication skills

Excellent presentation skills Must have high speed internet

High call volume experience

Pay Rate: $43,800 Location: Chicago, IL (Chatham)

The Position currently offers a hybrid work model, including days onsite and remote

IL 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.