Chicago Application and Enrollment Supervisor - Illinois Action for Children

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) Manager, the Chicago Application and Enrollment (CAE) Supervisor will oversee the Go CPS Parent Support Hotline. The Go CPS hotline provides technical assistance and application support for families applying for Chicago Public Schools (CPS) Pre-K-9^th grade programs. The program provides phone and web-based assistance for families to help them identify and apply for the appropriate Go CPS programs.

Under the direction of the CAE Manager, the CAE Supervisor oversees the direct services and support provided to parents and providers who contact the Go CPS hotline. The person in this role will directly supervises and evaluates all assigned staff. All work to be completed with minimum supervision and in accordance with organizational standards.

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.

1. Supervise Go CPS Parent Support hotline team to ensure that high quality and professional services are provided to parents and staff.
2. Serve as a backup for Chicago Application and Enrollment CEL Supervisor. Undergo Chicago Early Learning Training.
3. Monitor and implement policies and procedures on the Go CPS Hotline and other Illinois Action for Children programs.
4. Implement quality control measurements on assigned staff to ensure effective, efficient, and professional services are provided to parents and providers within set timelines and procedures.
5. Maintain, monitor, and analyze team data captured in the Go CPS application systems, Salesforce, Smartsheet, School Mint, and other programs.
6. Train team on the Go CPS application policies and procedures and monitor phone quality and customer service.
7. Prepare written reports on assigned groups call volume, call resolution and other team activities; report regularly to assigned manager.
8. Work in conjunction with Human Resources Department and department management regarding recruitment and selection, performance evaluation, disciplinary and other personnel actions.
9. Schedule regular meetings with team and department management. Maintain several methods of communication with the team, including email, calls, and Microsoft Teams to ensure timely resolution of calls.
10. Responsible for the completion of staff timesheets within the required deadline.
11. Advanced Microsoft Office skills, intermediate skills in software including, Zoom, Salesforce and Smartsheet.
12. Knowledgeable of all team members functions; could serve as back-up if needed to assist team.
13. Maintains required job skills and core professional competencies. Attends and participates in required educational programs and staff meetings.
14. Ensure confidentiality of information received and managed by Illinois Action for Children.
15. Execute our workplace core capabilities of accountability, customer focus, continuous quality improvement (CQI), communication, competent people, and clear priorities.
16. Other Functions: The Organization may assign other functions to the job at its discretion.

SUPERVISORY RESPONSIBILITIES include but are not limited to the following. The company reserves the right to add to, delete, change, or modify the essential duties and responsibilities at any time.

Responsible for supervising team in a hybrid environment. Formal responsibility for planning, assigning, directing, and coordinating the work of these functions. Performs employee evaluations and makes hiring decisions. Supervises position of Coordinator and Application Assistants.

EDUCATION and/or EXPERIENCE:

This position requires a Bachelor’s degree in Early Childhood Education, Social Work, Business Management, Communication or related field. Additionally, the position requires at least 18 credit hours in child development or two years' work experience with direct childcare or experience working with birth-high school. High volume call center experience preferred.

OTHER SKILLS AND ABILITIES:

• Ability to multi-task.
• Ability to navigate in multiple systems.
• Organizational skills.
• Strong written and verbal skills.
• Excellent customer service skills.
• Must be assertive and attentive.
• Excellent attention to detail.
• Supervisory experience.
• Flexible Spending Account
• STD & LTD insurance
• Company paid Life Insurance

Benefits of Working at IAFC:

• Working with passionate team members that are driven by our Mission: Illinois Action for Children is a catalyst for organizing, developing and supporting strong families and powerful communities where children matter most.
• We strive to foster and implement a culture of diversity, equity, and inclusion across our organization. We know it is not only critical to the success of diversity initiatives - but instrumental in creating an unbiassed and inclusive workplace! It not only relates to the diverse clients we serve but also creates a positive employee experience.
• We offer an extensive benefits package that adds value to your total compensation. Our benefits include:

• Health, dental and vision insurance plans with company contribution of 95% for single coverage
• 401k with company match
• Generous PTO – first year-23 days, the second year-28 days, the third year and on - 35 days
• 11 Paid Holidays and 1 Floating Holiday
• Tuition Reimbursement
• Flexible Spending Account
• STD & LTD insurance
• Company paid Life Insurance

Location: Chatham

Salary $53,000 - compensation commensurate with experience

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.