the community · 3 weeks ago
Co-Director, Eligibility & Family Access Services
Lawrence, MA
Full-time
Hybrid
Lead/Staff, Director/Executive
$90K/yr - $110K/yr
5+ years expThe Community Group is seeking a Co-Director of Eligibility & Family Access Services to provide strategic and operational leadership for all Eligibility and Family Services functions within the Child Care Circuit. This role involves ensuring compliance with regulations, overseeing family service operations, and managing family-facing supports while leading a team of professionals.
AdvertisingB2BB2CBrand MarketingCreative AgencyDigital Marketing
Responsibilities
Oversee all eligibility processing, including intake, documentation review, determinations, redeterminations, and case closures, ensuring compliance with EEC policies, regulations, and internal controls
Maintain oversight of client(family) service operations, including callbacks, response times, family follow-up, multilingual communication, and service quality expectations outlined in EEC KPIs
Ensure families receive accurate, timely information about child care financial assistance options, subsidy processes, waitlist procedures, and program policies
Oversee specialized assistance to priority populations, including DCF/DTA-referred families, young parents, families experiencing homelessness, families of children with disabilities, and families needing enhanced navigation support
Lead the daily use and integration of EEC data systems, including FACTS, CCFA, KinderWait, and other EEC-designated platforms, ensuring accuracy, data integrity, and efficient workflow management
Prepare and submit all required KPI reports, performance summaries, and data analyses; use data to identify systemic issues, trends, and opportunities for improvement
Develop and maintain internal control systems, support continuous quality improvement, and prepare for all EEC compliance reviews and audits
Collaborate with the Co-Director of Provider Services to ensure smooth transitions from eligibility to provider placement and to resolve complex family-provider issues
Supervise, coach, and support Assistant Director(s), Supervisors, and case management teams to ensure consistent implementation of EEC policies and high levels of service quality
Lead training, coaching, and development of staff on eligibility policy, documentation requirements, system navigation, equity-centered service delivery, and customer service standards
Address escalated family concerns, complaints, or unusual cases, ensuring timely resolution and effective communication
Maintain strong working relationships with DCF, DTA, Mass211, CFCE programs, EEC regional staff, and local partners to support coordinated service delivery
Represent CCC in statewide meetings, cross-agency workgroups, and professional networks, promoting strong collaboration and consistent regional alignment
All other duties as assigned by the supervisor
Qualification
Required
Bachelor's degree required
Minimum five years of progressively responsible experience in human services, social services, education, or related fields
Minimum three years of supervisory or management experience leading multi-level teams
Ability to interpret and apply state regulations, EEC policies, and internal control procedures
Strong leadership and staff development skills, with experience coaching diverse teams
High proficiency in workflow management, documentation accuracy, and data integrity practices
Strong analytical and organizational skills, with the ability to interpret data and identify trends
Excellent communication skills; ability to communicate effectively across cultures and languages
Commitment to equity, inclusion, and family-centered service delivery
A valid driver's license or reliable transportation is required
Preferred
Master's degree preferred
Knowledge of child care financial assistance programs strongly preferred; willingness to develop expertise required
Bilingual (English/Spanish) preferred
Company
the community
The Community is an advertising agency that offers digital marketing, branding, creativity, photography, B2B, B2C and web design services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Frank Cartagena
Chief Creative Officer, New York
Joaquin Molla
Founder & Chief Creative Officer
Recent News
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