Clarification from the agency

Open to the public.

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DUTIES:

Duties included but not limited to:

• Provides day to day operational management and oversight for the Joint Operations Childcare in Your Home (CCYH) Fee Assistance Program. Ensures day-to-day operations are conducted to ensure registration and enrollment activities, provider management and invoice processes are effectively executed to provide timely payments to CCYH providers and/or families.
• Responsible for the development of effective processes to be used to administer the CCYH fee assistance program. Incumbent works with directly with Service and Department Headquarter POCs to determine CCYH provider qualifications, family enrollment processes and program monitoring requirements.
• Coordinates with Division Leads to utilize established and existing processes to streamline processes when available.
• Establish parent engagement and education tools that assist in helping families understand their role as an employer and CCYH program requirements.
• Establish on-going monitoring options and frequency using various methods (surveys, questionnaires, etc).
• Develop systems to track provider training, background checks and other requirements established with participating organizations.
• 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 CCYH 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.
• Knowledgeable of in-home childcare options, such as nannies, au pairs, and other organizations that provide in-home child care options.
• Ensures the highest level of customer service with an emphasis on both courtesy and thoroughness is delivered to families, 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.
• Develops service level standards and associated metrics to manage team performance, justify personnel requirements, monitor output, and set customer expectations.
• Analyzes, extracts, summarizes, and identifies metrics, significant trends, and issues related to the fee assistance program.
• Directs work to be accomplished by two to four CYP Program Lead Clerks, NF-0303-03.
• 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.

Conditions of employment

• Must successfully pass the E-Verify employment verification check. Any discrepancies must be resolved as a condition of employment.
• Participation in Direct Deposit/Electronic Fund Transfer within the first 30 days of employment is required.
• Must reside within CONUS, not to include Alaska or Hawaii, at time of hire.

Qualifications

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 business functions, organizations, policies, resources and analytical and evaluative processes.
• Knowledge of various childcare options and organizations that provide resources for in-home childcare needs for families.
• 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.
• 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.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

All resumes will be reviewed to determine if they meet the hiring eligibility and qualification requirements listed in this announcement, and will be rated based on the information provided in the resume to determine the level of knowledge, skills and abilities (KSAs) related to the job requirements. Using the qualifications of the position, a predetermined rating criterion of KSAs will be used for each resume. Best qualified applicants will be referred to the hiring manager. The selecting official may choose to conduct interviews.