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Salary: $50,982.94 – $66,351.55 – Commensurate with education and experience.
Job Code: SSM010
Pay Grade: L
Locations: Home-based
Job Description:
The Quality Rated (QR) Family Support Center Manager will work with DECAL IT and QIP Division Leadership to develop, plan, and execute the transition and implementation of the 877ALLGAKIDS Family Support Call Center into the DECAL Contact Center. The Manager will also oversee a team of specialists who will operate the QR Family Support Center that will sit within the DECAL Contact Center and will consist of the 1-877-ALL-GA-KIDS phone line, as well as email requests and requests routed from the QR.org search engine. The manager and team will:
This role requires strong customer service standards, training, and motivation for team members, and collaboration with DECAL leadership. The position is home-based, but will require travel to DECAL headquarters in Atlanta at least twice a week in the first six months of the position, and occasional travel to the office thereafter.
Job Responsibilities:
o Working alongside DECAL IT, QIP, and QR leadership in establishing QR Family Support Call Center system requirements and features.
o Developing communication processes, customer service protocols, training tools, and staff performance standards for the team.
o Interviewing, hiring, directing, training, and evaluating team members as necessary.
o Promoting benefits of high-quality child care and education.
o Responding to family inquiries about the QR system and GA child care providers.
o Providing regular and enhanced referrals to QR child care programs.
o Referring questions about other DECAL programs to appropriate agency teams.
o Updating child care program information in DECAL databases.
o Communicating with and assisting the QR Provider Support Help Desk team as needed.
o Monitoring and tracking QR Family Support Call Center staff performance related to:
o Conducting routine Call Quality Assurance Reviews for service excellence.
o Analyzing performance trends and making recommendations for improvements.
o Leading, training, and guiding staff on using various resources for family inquiries, such as QR.org search engine, internal DECAL data systems, CCS monitoring data, FindHelpGA, and MavQ.
o Creating tools, systems, and processes to support the team’s responsibilities.
o Investigating and resolving issues and complaints.
o Partnering with QR, IT, CAPS, Pre-K, CCS, Inclusion Services, and other DECAL teams to resolve questions.
o Collaborating with division managers for consistency and effective task hand-off.
o Facilitating communication within the team and across divisions.
o Maintaining positive working relationships within the QR Family Support Center team, with the QR Provider Support Help Desk team, the QR unit, the QIP Division and the other agency divisions, as well as with applicable partner state and community agencies.
o Creating data reports and presenting updates on progress towards goals to QR and QIP leadership.
o Serving on workgroups and participating in cross-divisional meetings to identify barriers and improve processes.
o Handling special projects and additional responsibilities as assigned.
Technical Competencies:
Agency Required Qualifications:
Agency Preferred Qualifications:
Physical Position Requirements:
Recruitment Pool: Opened to all qualified candidates
To Apply: Please submit your resume and cover letter to Sonja.Steptoe@decal.ga.gov
Bright from the Start: Georgia Department of Early Care and Learning is a family-friendly employer, offering flexible work schedules (at supervisory discretion) and a comprehensive compensation package, to include healthcare, retirement, 401-k match, and elective options for dental, vision, AD&D, short and long-term disability, and life insurance. Bright from the Start: Georgia Department of Early Care and Learning is an equal opportunity employer and drug-free workplace. A background check will be completed upon hire, which may consist of any or all of the following: criminal and employment histories, credit history (as applicable to the position), education credentials, and motor vehicle driving records.
If you are an individual with a disability who may require assistance or other reasonable accommodation in order to participate in the selection process for this position, you may contact our HR department at 404-656-3922. Due to the volume of submissions received by this office, information concerning application or interview status cannot be provided in writing, over the phone, or in person. All applicants who submit a complete application package will be considered but may not necessarily receive notification or an interview. The job posting may be subject to being closed at any time without notice. Only those qualified candidates who are selected for an interview shall receive notification upon the filling of this vacancy.
Georgia Department of Early Care and Learning is an equal opportunity employer.
Bachelor’s degree in a related area from an accredited college or university and two (2) years of job-related supervisory experience in a human service delivery program; or related certification and one (1) year of job-related supervisory experience in a human service delivery program; or two (2) years of experience at the lower level Social Svcs Prgm Mgr Spv (SSP023) or equivalent position.
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