Posted by:

Children's Council San Francisco


Apr 3, 2024 – Jun 2, 2024

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Resource and Referral Manager

Job Description:

Position Summary

The Resource and Referral Manager (R&R Manager) is tasked with developing and implementing the flow of services designed to deliver responses and resources to children, adults and families with varied, and diverse unmet needs. In this role, you will lead the Family Support Coordinator and Resource & Referral team with providing our integrated systems of resources and referral services for the organization.

Key Responsibilities

Program Administration

∙Develop an easy, efficient way for staff who are working daily with families to clearly access information pertaining to family resources and child care referrals that are helpful to the families we serve.

∙Ensure that staff and families have access to child care referrals that are reliable and up to date; Remove any red tape/barriers to access for clients.
Establish scheduling, expectations and guidelines for client relations and resource and referral staff, including but not limited to San Francisco CalWORKs HSA division.

∙Ensure that the day-to-day delivery of resources and referral services are streamlined and are easily accessible to both staff and the community we serve.
Support transformational engagement with resource and referral team by utilizing all available learning tools and opportunities for staff; ensure the team is well equipped to support and connect participants to beneficial resources and referrals.

∙Ensure the team is taking a family/participant customer service centered approach.

∙Responsible for collecting, tracking, and analyzing all available data on our services and reporting that information to our staff and local funders. This includes, but is not limited to, data on the number of children and families served, type of wrap around services needed, and client services experience.

∙Explore ways that continually improve accuracy, timely delivery, and enhanced services to families and children. Keep the child care family services senior leadership team apprised of relevant data analysis.

∙Ensures accuracy of data flow across various enrollment, referral, and case management software systems.

∙Ensure we meet our monthly projected state and local childcare voucher enrollments.

∙Supports the ongoing use of the light touch needs assessment and tracking data on wrap around services offered to families.

∙Manage child care voucher program-related projects within the team/department with a focus on supporting and improving the services we offer to children, families and providers.

∙Work with software vendors and IT staff to troubleshoot software issues and implement software upgrades or customizations.

∙Provide technical assistance to staff with questions relating to service delivery or software issues.

∙Work in collaboration with the community outreach manager to ensure there is shared knowledge and cohesion among both teams.

∙Collaborate regularly with managers and staff to ensure our services are synchronized across the organization.

Required Qualifications

∙3+ years of relevant work experience, preferably within the local ECE and/or social services.

∙Demonstrated project management and supervisory success leading small teams through organizational change.

∙Strong communication skills (verbally and in writing).

∙Experience advocating, supporting, and resolving issues on behalf of marginalized population and clients.

∙Strong working knowledge of effective resource and referral practices, specifically client engagement.

∙Ability to capture, organize, analyze, and report data and findings to key stakeholders.

∙Hands on experience building and delivering informational and educational tools to communities in need.

∙Advanced digital literacy and proficiency in Microsoft Word Suite (especially Excel).

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