Director of Resource and Referral Position Available In St. Louis, Missouri

Director of Resource and Referral 5.0 5.0 out of 5 stars St. Louis, MO 63101 Summary CCAMO is seeking a Director of Resource and Referral with a passion for serving others while building an internal team and growing services for families and child care educators throughout the state. This position is ideal for an individual who is passionate about helping families and communities access essential resources. The role requires someone detail-oriented, solutions-driven, adaptable to change and challenges, and capable of working both independently and collaboratively within a strong, established team. The position also requires the ability to thrive under pressure, communicate clearly and empathetically, and manage multiple tasks effectively while maintaining focus on CCAMO?s mission to support Missouri families and providers. The Director of Resource and Referral is a new position funded by a state contract through the Department of Elementary and Secondary Education, Office of Childhood. Funding is provided through June 30, 2026, and may be renewed each year thereafter through June 30, 2030.

Duties Responsibilities:

The Director of Resource and Referral is responsible for leading and managing the organization?s child care resource and referral services. This role ensures that families, child care providers, and community partners have access to high-quality information, resources, and support through the successful delivery of the Missouri Childhood Resource and Referral (MCRR) contract. The Director oversees a team that includes Assistant Directors, Customer Service Representatives (CSRs), contracted staff, and community partners throughout Missouri. The Director works closely with all staff to ensure smooth and effective service delivery for approximately 10,000 calls per month from families in need of child care subsidy, child care referrals, and/or community resources. This position reports directly to the Chief of Resource and Referral. The Director is responsible for scheduling, directing, and evaluating all in-house resource and referral staff including CSRs, the Assistant Director of the Call Center, and the Assistant Director of Resource and Referral, plus relevant contracted community partners and contracted call center staff. Core service areas of the MCRR contract include child care resource and referral (CCR&R), subsidy navigation for families, and assistance in locating community and state resources.

Duties and Responsibilities:

Oversee the MCCR contract deliverables, including the basic and enhanced referral services, resource navigation, and child care subsidy components of contract deliverables to ensure that families and community members receive accurate and timely information. Supervise the CCR&R team responsible for implementing the MCCR contract, which includes the Assistant Directors of the Call Center and Resource and Referral, as well as an internal CSR team comprising 2-4 individuals. Understand and navigate systems such as a referral database (Work Life Systems or other child care referral software systems), and relevant Missouri State systems (Child Care Data Systems database, Missouri Family Resources, and others). Build into internal and external CCR&R staff by providing coaching, professional development opportunities, and ongoing training to maintain high-quality support for families and providers. Ensure contracted regional CSRs align with CCAMO standards and deliver consistent resource referral and subsidy navigation services statewide. Review and analyze call center phone systems (e.g., Genesys or similar call center phone system) at the administrative level to track services, metrics, and outcomes; recognize trends, and implement solutions for continuous improvement. Coordinate staff schedules to meet fluctuating service delivery demands efficiently while supporting operational coverage. Manage CRM systems (e.g., HubSpot, Salesforce, etc.) and other relevant data tools to track services, metrics, and client outcomes effectively. Collaborate with the Chief of Resource and Referral and the Director of Data Analysis to ensure precise tracking, analysis, and reporting of project deliverables to the state. Monitor key performance indicators (KPIs) and prepare regular reports on CCR&R team performance. Engage with families, businesses, and stakeholders compassionately, ensuring a respectful approach that is inclusive of all backgrounds. Build trust and rapport by engaging effectively with families under stress, addressing escalated customer complaints promptly, and establishing strong relationships to support service delivery. Maintain knowledge of Missouri family support programs such as TANF, SNAP, LIHEAP, WIC, Head Start, and Early Head Start. Represent CCAMO in promoting employer-related services under the Child Care Keeps Missouri Working (CCKMW) initiative, specifically promoting the child care referral service as an employer benefit, through outreach efforts targeting businesses and community partners. Work closely with the Assistant Directors of the Call Center and Resource and Referral, Chiefs, Directors, and other staff to improve communication and ensure smooth operations aligned with organizational goals. Engages in the organization?s fundraising and friend-raising activities. Promotes the Mission, Vision, Beliefs, and Values of CCAMO. Engage in other duties, as assigned.

Requirements Staff Competencies/Qualities:

A bachelor?s degree in Early Childhood Education, Communications, Human Services, or a related field. At least 2 years of supervisory, management, or employee coaching experience. 3 to 5 years of experience in customer service, public service, or related field. Proficiency with Microsoft Office Suite and experience with CRMs (e.g., HubSpot, Salesforce, etc.), and comfortable using other child care-related database management systems (e.g., WorkLife Systems). Prior use of Genesys or other similar call center phone systems for the purposes of quality control and data analysis is preferred. Strong organizational skills, including project management, time management, attention to detail, and the ability to handle multiple tasks with competing priorities while meeting deadlines in a fast-paced environment. Experience in data collection, reporting, and continuous quality improvement. Strong interpersonal skills, with the ability to work with diverse populations and build relationships in program and outreach settings. Strategic thinking and problem-solving skills, including the ability to think critically, make data-driven decisions, and adapt to changing circumstances. Strong understanding of the child care system, child care subsidy system, and workforce issues, with a drive to make a difference in the lives of children, families, and the child care community. Knowledge of child care resource and referral systems and services, the Child Care Development Fund (CCDF), and nonprofit experience preferred. Flexible and adaptable to change. Able to work independently with minimal supervision while maintaining a positive, solutions-oriented approach. Able to work within a strong, established team, maintaining a positive, solutions-oriented approach. Energetic and team-oriented, demonstrating a positive attitude and modeling organizational values and beliefs. Engagement in the organization?s fundraising and friend-raising activities. Deep commitment to the organization?s mission, values, and goals, with a passion for making a positive impact in the community. Ability to lift 30 pounds Ability for some in-state or out of state travel, day and overnight travel Benefits Company contribution to 401k vested 100% at time of hire. Company paid medical, dental, vision, long-term disability, and life insurance with a small employee copay. Accrual of two weeks? vacation and sick time during the first year. Flexible schedule. New Parental Leave Benefit. Full-time exempt employees can access up to six weeks of paid parental leave for births, surrogacies, and adoption after 12 consecutive months of active employment. (Company paid benefits add approximately $ 25,000 value to the total compensation package.)