Bilingual Spanish Enrollment and Application Supervisor

2 weeks ago

Chatham, Illinois, United States Illinois Action for Children Full time
ABOUT US:

Illinois Action for Children (IAFC) has been a prominent advocate in the early childhood care and education field for over five decades. Our initiatives, services, and advocacy efforts are designed to enhance the educational and life outcomes for children and families, particularly in mitigating the impacts of poverty. We strive to ensure that every child in Illinois, especially those facing challenges, has access to essential resources for academic and personal success.

IAFC is dedicated to fostering a diverse, equitable, inclusive, and anti-racist culture. We are committed to this mission through our hiring practices and our efforts to cultivate an environment where diverse perspectives, ideas, and identities are recognized and integrated into our operations and services. Our team reflects a broad spectrum of racial, socio-economic, gender, religious, and national identities. We welcome all applicants who align with our mission and vision to join us in our vital work.

SUMMARY:

Reporting to the Chicago Application and Enrollment (CAE) Manager, the CAE Supervisor will manage the Go CPS Parent Support Hotline. This hotline offers technical assistance and application support for families seeking to enroll in Chicago Public Schools (CPS) Pre-K-9th grade programs. The service provides both phone and web-based support to assist families in identifying and applying for suitable Go CPS programs.

The CAE Supervisor will oversee the direct services and support provided to parents and providers contacting the Go CPS hotline. This role includes direct supervision and evaluation of all assigned personnel, ensuring that all tasks are completed with minimal oversight and in alignment with organizational standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to:
  1. Supervise the Go CPS Parent Support hotline team to guarantee high-quality and professional services are delivered to parents and staff.
  2. Act as a backup for the Chicago Application and Enrollment CEL Supervisor and participate in Chicago Early Learning Training.
  3. Monitor and enforce policies and procedures related to the Go CPS Hotline and other IAFC programs.
  4. Implement quality control measures for assigned staff to ensure effective, efficient, and professional services are provided to parents and providers within established timelines and protocols.
  5. Maintain, monitor, and analyze team data captured in various application systems.
  6. Train team members on Go CPS application policies and procedures while overseeing phone quality and customer service.
  7. Prepare reports on call volume, resolution rates, and other team activities; provide regular updates to the assigned manager.
  8. Collaborate with the Human Resources Department and management regarding recruitment, performance evaluations, and other personnel matters.
  9. Schedule regular meetings with the team and management, maintaining multiple communication channels to ensure timely resolution of inquiries.
  10. Ensure timely completion of staff timesheets.
  11. Possess advanced skills in Microsoft Office and intermediate proficiency in software such as Zoom, Salesforce, and Smartsheet.
  12. Be knowledgeable about all team functions and provide backup support as needed.
  13. Maintain required job skills and core professional competencies by participating in educational programs and staff meetings.
  14. Ensure confidentiality of information managed by Illinois Action for Children.
  15. Execute workplace core capabilities including accountability, customer focus, continuous quality improvement, communication, competent personnel, and clear priorities.
  16. Other Functions: The organization may assign additional responsibilities at its discretion.
SUPERVISORY RESPONSIBILITIES include, but are not limited to:

Supervising a team in a hybrid work environment, with formal responsibilities for planning, assigning, directing, and coordinating work functions. Conducting employee evaluations and making hiring decisions. Overseeing the roles of Coordinator and Application Assistants.

EDUCATION and/or EXPERIENCE:

A Bachelor's degree in Early Childhood Education, Social Work, Business Management, Communication, or a related field is required. Additionally, candidates should have at least 18 credit hours in child development or two years of direct childcare experience or experience working with children from birth to high school. Experience in a high-volume call center is preferred.

OTHER SKILLS AND ABILITIES:
  • Ability to manage multiple tasks effectively.
  • Proficient in navigating various systems.
  • Strong organizational skills.
  • Excellent written and verbal communication skills.
  • Outstanding customer service abilities.
  • Assertive and attentive demeanor.
  • Exceptional attention to detail.
  • Supervisory experience.
Benefits of Working at IAFC:
  • Collaborate with a passionate team dedicated to our mission: Illinois Action for Children is a catalyst for organizing, developing, and supporting strong families and communities where children are prioritized.
  • Commitment to diversity, equity, and inclusion across our organization, essential for the success of our initiatives and fostering an unbiased workplace.
  • Comprehensive benefits package that enhances your overall compensation, including:
  • Health, dental, and vision insurance with a 95% company contribution for single coverage.
  • 401k plan with company matching.
  • Generous paid time off: 23 days in the first year, increasing to 28 days in the second year, and 35 days thereafter.
  • 11 Paid Holidays and 1 Floating Holiday.
  • Tuition Reimbursement.
  • Flexible Spending Account.
  • Short-term and Long-term Disability insurance.
  • Company-paid Life Insurance.
IL Action for Children is an EEO/M/F/V/D employer.

Note: This job posting may be subject to changes at the discretion of IAFC, including modifications to job duties, work location, and/or work schedule.

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