DUTIES AND RESPONSIBILITIES

Adheres to the mission, vision, values, and operational standards of SERCO. Maintain a comprehensive understanding of contract requirements, including the Statement of Work (SOW), performance measures, payment conditions, program objectives, and Child Care Services policies and procedures. Support continuous improvement initiatives by identifying opportunities to enhance operational effectiveness, service delivery, and program outcomes. Collaborates with management team to establish, implement, and monitor quality standards using qualitative and quantitative performance measures. Conducts customer intakes assessments to determine eligibility for Child Care Services and other assigned federal, state, or grant-funded programs. Collect, verify, and maintain customer information, including personal data, supporting documentation, and eligibility records, ensuring accuracy and completeness. Review applications, supporting documents, and case files to confirm compliance with program requirements and eligibility criteria. Prepare, process, and maintain new enrollment, recertification, and case management packets in accordance with established guidelines. Provides step-by-step written and oral guidance for achievement of excellence in the selected areas. Identifies best practices and innovative approaches among SERCO managed workforce centers and communicates findings to SERCO management as well as throughout the SERCO workforce center network. Perform all aspects of eligibility determination and documentation for various federal, state and grant-funded programs. Stay current on state and federal laws and rules pertaining to Board programs and activities. Additionally, responsible for dissemination of this information to contractors through regular communication and technical assistance trainings. Monitor and review staff activities, case files, and verification procedures to ensure consistent application of eligibility standards and program policies. Review processes through data gathering, data review and analysis, document review, verification, criteria/development, and preparation of work papers. Identify discrepancies, incomplete information, or non-compliant data and report findings to management for corrective action. Handle confidential information in accordance with local, state, and federal privacy and security requirements. Organize, scan, upload, and maintain electronic and physical records, ensuring documentation is properly secured, stored, and accessible within designated systems and shared drives. Prepare reports and supporting documentation to assist with audits and program reviews.\nPerform other duties and special projects as assigned to support program operations and organizational objectives.

EDUCATION AND EXPERIENCE

High School diploma or GED certificate or Graduation from an accredited four-year college or university with major course work in public administration, business management or related field, plus experience in auditing, quality assurance or program/statistical analysis. (18 mos. direct or related experience is equal to 1 year of education). Preferred Solid quantitative, analytical, process development, facilitation and organizational skills required. Ability to handle confidential information with diplomacy and tact. Computer and data entry skills\nCustomer Scheduling experience

SPECIAL REQUIREMENTS

Must possess a valid Texas Driver's License and provide automobile liability insurance as required by the State of Texas. Must have access to reliable transportation in order to make required home visits.\nMust obtain SERCO's Foundation Course Certification. Must have Physical demands and work environment : The physical demands and work environment characteristics describe here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

PHYSICAL DEMANDS

While performing duties of the job, employee is occasionally required to stand; walk; sit; for long periods of time. Employees must occasionally lift and /or move up to 25 pounds, must be able to set up display area.

WORK ENVIRONMENT

Fast paced, demanding physically and mentally, will be in constant communications. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job. 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