Childcare Fee Assistance Operations Manager

at  US Commander Navy Installations

RESUMES MUST INCLUDE INFORMATION WHICH DEMONSTRATES EXPERIENCE AND KNOWLEDGE, SKILLS, AND ABILITY (KSAS) AS THEY RELATE TO THIS POSITION. APPLICANTS ARE ENCOURAGED TO BE CLEAR AND SPECIFIC WHEN DESCRIBING THEIR EXPERIENCE LEVEL AND KSAS.

A qualified candidate possesses the following:

• Knowledge of the Joint Operations Community Based Fee Assistance Program.
• Knowledge of Department of Defense (DoD) philosophy, goals, vision, policy and programs relating to CYP issues of military members.
• Knowledge of business functions, organizations, policies, resources and analytical and evaluative processes.
• Knowledge of qualitative and/or quantitative methods for the assessment and improvement of program effectiveness or improvement of complex management processes and systems, which have impact on goals and objectives.
• Knowledge of EEO program policy, goals, and implementation methods involving decentralized and diverse program operations.
• Skill in developing, organizing, and conducting program reviews and improvements through team efforts.
• Skill in applying management and organizational principles and practices sufficient to provide direction, guidance, and assistance.
• Skill in written and oral communications sufficient to develop and present material and submit written information to inform leaders in the decision making process.
• Ability to discern and resolve conflicts.
• Ability to exercise all delegated supervisory and managerial authority to the fullest extent possible with responsibility for accomplishing the designated mission.
• Ability to supervise and direct the work of other employees, monitor performance, and assure adequate internal control procedures are developed and operative.
• Ability to perform the full-range of supervisory duties.
• Ability to communicate effectively both orally and in writing.

EDUCATION

This position does not have a positive education requirement.

DUTIES

Duties included but not limited to:

• Ensures that day-to-day operations are conducted to ensure registration and enrollment activities, provider management and invoice processes are effectively executed to provide timely processing of registrations, enrollments and payments to families and community-based providers.
• Works with the program leads to develop effective processes to be used to administer the fee assistance program. Processes are considered across the program areas to ensure accuracy of data from family application to payments to expedite proper processing and payments.
• Ensures program follow-up and efficiency in processing applications, enrollments, invoices, reports and customer inquiries. Provides daily, weekly and monthly reports to the Program Manager to ensure overall program efficiency and service level standards are maintained.
• Works with the Program Manager to assist in IT development to design, develop and execute automated processes to administer the fee assistance program.
• Works with personnel from other functional offices (e.g. personnel, NAF accounting, legal) in order to gain support and provide adequate and timely services.
• Provides input to monthly reports and information requests from participating fee assistance organizations.
• Ensures the highest level of customer service with an emphasis on both courtesy and thoroughness is delivered to families, community providers and military service and stakeholders. Establishes protocols and scripts that provide the basis for staff interaction that are helpful, positive, and friendly.
• Ensures process for escalation of complex issues are in place, and works with team members to resolve issues prior to escalation.
• Makes recommendations to the Program Manager regarding service level standards and associated metrics used to manage team performance, justify personnel requirements, monitor output and set customer expectations.
• Provides data and summarizes outputs to support analysis, trend reporting and identification of issues related to the fee assistance program.
• Directs work to be accomplished by staff.
• Ensures collaboration across the divisions to provide seamless customer service support.
• Conducts annual performance reviews of staff.
• Monitors and makes recommendations for section staffing decisions.
• Ensures staff receives proper training to fulfill requirements of their positions.
• Addresses potential disciplinary and/or performance issues timely and takes appropriate, corrective action(s) as necessary.
• Supports CNIC’s Equal Employment Opportunity (EEO) policy; fosters a work environment free of discrimination, harassment, and/or reprisal; ensures all subordinate staff understands and adhere to the policy; and ensures treatment of all staff is fair and equitable.