IAFC Application Assistant-Web Chat Support
4 weeks ago
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 (CAE) Supervisor, the IAFC Application Assistant will provide assistance to families seeking Chicago Early Learning, Elementary and High School options in the City of Chicago via web chat. The IAFC Application Assistant will work to troubleshoot parents’ issues with the Go CPS and Chicago Early Learning application process through the web chat feature. 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 is a part-time position. The person in this role will work 25 hours per work week.
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.
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 Go CPS and Chicago Early Learning options for Pre-K through high school through web chat and occasionally over the phone. This includes connecting parents and staff to the Chicago Early Learning universal application website, GoCPS.edu website and Chicago Early Learning Family Resource Centers, appropriate CPS offices, CPS schools and DFSS delegate agencies.
- Assist parents who are interested in information on Chicago Early Learning program options through the Chicago Early Learning On-Line Application.
- Assist parents who are interested in applying for Go CPS 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.
- Troubleshoot more difficult chats 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 Go CPS and CEL processes including issues faced by parents completing these steps, noticeable trends, and customer feedback.
- Input data and maintain zip code database for Go CPS, Chicago Early Learning, Smartsheet and Sales Force database.
- Refer potentially eligible parents to appropriate IAFC programs for information on IDHS program; educate parents on other IAFC programs.
- 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.
EDUCATION and/or EXPERIENCE:
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 Go CPS application systems a plus. Experience with Zendesk Chat preferred.
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
Attention to details.
Excellent presentation skills.
Must have high speed internet.
This is a permanent position working 25 hours per week, without benefits. PTO is accrued.
Pay Rate: $22.00 per hour 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.
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