The Family Support Supervisor ensures that families in Travis County experience excellent customer service, smooth transitions during eligibility changes, and consistent access to child care services. By balancing operational efficiency with compassionate leadership, this role supports staff, strengthens collaboration across providers and families, and enhances the overall impact of Capital Area Child Care Services in alignment with BakerRipley’s mission.

The Supervisor is responsible for interpreting complex policies, translating them into clear guidance for staff, managing workload distribution through online software, and fostering a team environment where accountability, support, and continuous learning drive success.

Expected Positive Outcomes:

• Families in Travis County experience excellent customer service and smooth transitions during eligibility changes, leading to greater stability in child care access.
• Staff feel supported, motivated, and accountable, resulting in stronger morale, improved retention, and higher productivity.
• Policies are clearly understood and consistently applied, minimizing errors and ensuring compliance across all cases.
• Team members demonstrate increased confidence in handling complex situations, providing families with accurate and compassionate guidance.
• Collaborative practices strengthen trust between families, providers, and Child Care Services, enhancing the program’s overall reputation and impact.
• Data accuracy and case management efficiency improve, leading to more timely service delivery and reduced delays for families.

Essential Functions:

• Supervise and support a team responsible for assisting families with eligibility changes and challenges, ensuring services remain accessible.
• Interpret complex policies and procedures, translating them into clear, actionable steps for staff to apply consistently in case management.
• Organize data, assign cases, and manage the distribution of workloads through online software to maintain efficiency and balance.
• Monitor staff performance, provide coaching and accountability practices that build morale, and encourage professional growth.
• Promote a holistic, people-centered approach to service delivery that emphasizes both compliance and compassionate support.
• Ensure casework accuracy and timeliness by reviewing reports, tracking progress, and addressing issues proactively.
• Foster a collaborative team environment where communication, trust, and shared accountability drive results.
• Identify opportunities to improve processes, streamline systems, and strengthen program outcomes through technology and data-informed practices.
• Serve as a point of contact for complex or escalated cases, providing guidance and resolution strategies to staff and de-escalating/supporting clients directly, as needed.
• Lead the development and implementation of comprehensive training plans to cross-train staff on advanced tasks by cultivating team leaders, guiding effective training practices, supporting individual learning journeys, and fostering staff engagement.
• Serve as the team representative in leadership and planning meetings, actively contributing to program development and strategic decision-making.
• Support alignment with Capital Area Child Care Services’ goals and BakerRipley’s mission to expand positive outcomes for families and providers.

Experience

Required

• 2 year(s): Supervisory or leadership experience, with demonstrated success in coaching, motivating, and holding staff accountable.
• 3 - 5 years: Experience in program administration, case management, eligibility services, or a related human services field.

Preferred

• Background in child care services, social services, or community-based programs
• Experience working with data systems, case management software, or other online platforms to assign, track, and manage workloads is strongly preferred.

Education

Preferred

• Bachelors or better in Social Work or related field

Skills

Required

• Trust
• Organizing
• Technology

Preferred

• Decision Making

Behaviors

Required

• Leader: Inspires teammates to follow them

Preferred

• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Innovative: Consistently introduces new ideas and demonstrates original thinking

Motivations

Preferred

• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
• Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work
• Self-Starter: Inspired to perform without outside help

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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