Subsidy Program Manager
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Key skills for this role
Key Skills for This Role
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Minimum Qualifications & Requirements
- Reasonable accommodation may be made for individuals with disabilities to perform the essential functions.
- Performance requirements include effective communication, compliance with CCRI policies, maintenance of confidentiality, and support of the agency’s mission to serve children and families.
- Bachelor's degree in Public Administration, Social Work, Business Administration, Human Services, or a related field.
- Five or more years of progressively responsible experience in child care subsidy, public assistance, or human services administration.
- Experience interpreting complex federal and state regulations.
- 3 to 5 years of supervisory experience
- Experience using eligibility or case management systems.
- Advanced proficiency with Microsoft Excel and data reporting tools .
Knowledge, Skills and Abilities
- · Knowledge of Child Care Subsidy Program policies, regulations, eligibility determination processes, and compliance requirements.
- · Ability to lead staff, foster accountability, and promote a culture of continuous improvement and high-quality customer service.
- · Skill in supervising, coaching, mentoring, and developing supervisors and program staff.
- · Knowledge of operational management, quality assurance, and performance improvement practices.
- · Skill in interpreting policies and procedures and ensuring their consistent application across teams.
- · Ability to analyze operational data, identify trends, and implement effective solutions to improve performance and service delivery.
- · Skill in planning, organizing, and managing multiple priorities in a fast-paced environment.
- · Ability to make sound decisions and exercise independent judgment in complex operational situations.
- · Skill in resolving customer service issues, addressing escalated concerns, and maintaining positive provider and client relationships.
- · Knowledge of audit preparation, program monitoring, and corrective action planning.
- · Strong verbal, written, interpersonal, and presentation skills.
- · Ability to build and maintain effective working relationships with staff, providers, community partners, government agencies, and other stakeholders.
- · Skill in implementing operational changes, process improvements, and technology enhancements to increase efficiency and effectiveness.
Essential Functions
All positions operating on a hybrid schedule require a minimum of three (3) days per week of onsite presence at CCRI. Consistent adherence to the schedule is an essential function of each role, as it facilitates the efficient execution of key job duties and team collaboration.
· Operational Management
o Direct the day-to-day operations of the Child Care Subsidy Department.
o Supervise Eligibility Supervisors and other assigned program staff.
o Monitor workflow, productivity, and service delivery.
o Ensure timely processing of applications, eligibility determinations, recertifications, and case actions.
o Resolve operational issues affecting program performance.
· Policy Implementation
o Ensure consistent implementation of federal, state, and local Child Care Subsidy policies.
o Communicate policy updates and operational changes with Director approval
o Assist staff in interpreting policies and procedures.
o Ensure uniform application of policy across all teams.
· Program Compliance
o Monitor compliance with agency, county, state, and federal requirements.
o Coordinate quality assurance activities.
o Prepare for monitoring reviews and audits.
o Develop corrective action plans when necessary.
o Promote program integrity and case accuracy.
· Supervision
o Supervise Eligibility Supervisors and assigned program coordinators.
o Conduct performance evaluations.
o Coach and mentor supervisors.
o Monitor productivity and performance expectations.
o Support recruitment, onboarding, and employee development .
· Provider Relations
o Oversee provider enrollment into the subsidy program.
o Ensure effective provider technical assistance.
o Monitor provider communication and issue resolution.
o Collaborate with provider relations staff to strengthen provider participation.
· Customer Service
o Promote high standards of customer service.
o Monitor complaint resolution.
o Address escalated client and provider concerns.
o Ensure timely responses to inquiries .
· Staff Development
o Identify training needs.
o Coordinate operational training.
o Promote leadership development among supervisors.
o Encourage continuous learning and process improvement.
· Process Improvement
o Evaluate operational workflows.
o Work with Director to recommend improvements to increase efficiency and service quality.
o Coordinate implementation of new technology and system enhancements.
o Analyze operational data and recommend corrective actions.
· Leadership Support
o Advise the Director on operational trends and challenges.
o Participate in strategic planning.
o Assist with implementation of organizational initiatives.
o Serve as Acting Director when designated.
o Represent the agency in meetings, hearings and other events.
· Perform additional duties as assigned
About North Carolina Partnership for Children
North Carolina nonprofit coordinating early childhood care, education, family support, literacy, and health services for children ages 0–5.
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