Southwest Key Programs Inc.

  • Client Services Representative II

    Location US-TX-Harlingen
    Posted Date 1 month ago(12/19/2018 5:05 PM)
    Job ID
    # Positions
  • Job Summary:

    Client Services Representative II is responsible for performing professional level work assisting childcare providers and individuals seeking or receiving childcare assistance, while working within federal, state, and local regulations and policies.  To evaluate and determine eligibility of clients to receive services under the Child Care Delivery System (CCDS).

    Essential Functions:

    • Supervision of Client Service Representative (CSR).
    • Coordinates with the QA Monitor on case reviews to assess the knowledge and skills of the CSRs.
    • Develops training and technical assistance plans based upon errors and findings of all reviews identified by external monitors, the Supervisor, the QA Monitor and the reviews conducted by the CSR III and CSR II.
    • Evaluates program's effectiveness and ensuring that operational and contract requirements are met.
    • Oversee performance of client services representatives to ensure accurate and timely eligibility determination, data entry, and the security of electronic and paper files.
      Evaluate and setting goals for CSRs.
    • Training of new staff with CSR III and the Supervisor.
    • Research and report to the Supervisor issues identified by monitoring, customer complaints, TWC reports, Client Services staff, Financial Specialists and reports Assist in reviewing reports (EX. TWC reports, DFPS--Early Term, and other reports ) and the forecasting profile with the CSR III and the Supervisor.
    • Prepare, submit and monitor case management documentation throughout the duration of customer participation in the program, ensuring that data is entered into TWIST system in a timely manner.
    • Review eligibility for CSR before placement.
    • Handle customer complaints.

    Other Functions:

    • Provide information to potential customers and verify eligibility for services.
    • Conduct interviews to determine customer needs.
    • Conduct follow-up with customers and providers
    • Travel to attend meetings training and other activities
    • May facilitate group orientations/meetings.
    • Able to react to change productively and handle other essential tasks as assigned.
    • Maintain reports for use of client service staff

    Qualifications and Requirements:

    •  Two (2) years of full time employment in child care or workforce programs, customer service or training.
    • Knowledge of the child care program, management, office procedures and possess the ability to supervise professional and clerical staff.
    • Ability to lead and motivate others in a manner conducive to high productivity and morale.
    • Proficient in Microsoft Office with ability to perform basic word processing and data entry, excel.
    • Must have excellent verbal and written communication skills, demonstrated customer service skills.
    • Familiarity with the communities being served.
    • Knowledge and understanding of local needs and resources.


    • Previous experience with TWIST software system.
    • Bilingual (English/Spanish).

    Physical Demands:

    • Must be able to read, write, and communicate both verbally and in written form to express and exchange ideas.
    • While performing the responsibilities of this job, the employee must be able to access all components of work station and other office equipment.
    • Frequent typing, writing, bending and twisting.
    • Must be able to lift up to 10 pounds.

    Work Environment:

    Includes both a typical office environment, with minimal exposure to excessive noise or adverse environmental issues, and local travel, including exposure to heat, cold, inclement weather conditions, and occasional environmental hazards.


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