Senior Program Support Specialist (ECECD #10118200)

Posting Details

VISION: All New Mexico families and young children are thriving.

MISSION: Optimize the health, development, education, and well-being of babies, toddlers, and preschoolers through a family-driven, equitable, community-based system of high-quality prenatal and early childhood programs and services.

The Early Childhood Education and Care Department was established on July 1, 2020. The Department's aim is to create a more cohesive, equitable, and effective early childhood system in New Mexico. That means coordinating a continuum of programs from prenatal to five and ensuring that families in every corner of the state can access the services they need.

Why does the job exist?

The Family Connects NM Program Support Specialist works with a team of nurses to assist in coordinating Family Connects NM cases. The position will coordinate scheduling nurse home visits for families in the birth hospital, and making phone calls to schedule families missing during hospital visits. The position acts as the first point of contact, fielding public information lines to answer questions, reschedule appointments, and conduct post visit follow-up phone calls with each family for the purpose of monitoring customer satisfaction and tracking referral outcomes. The Program Support Specialist will work in English and/or Spanish and be proficient in using translations services for communications required in other languages as indicated.

How does it get done?

Assists with in-hospital recruiting as needed by directly approaching families at local birthing hospitals and educating them on the services available through Family Connects NM. Successfully engages, recruits, and schedules families for nurse home visits. Builds relationships with hospital birth centers and clinic management and staff through attending meetings, providing educational in-services. Offers general overview of services, participating in community outreach events, and troubleshooting recruitment problems to increase the effectiveness of recruitment strategies. Performs standardized duties including verifying and maintaining records, keeping progress reports, arranging for client services, and maintaining client contact. Coordinates scheduling of all nurse assignments and manages schedule and client database. Can include such duties as administrative and clerical support, insurance validation, scheduling professionals and other such activities for the purpose of connecting clients to the services offered through the Family Connects Program. Assesses client needs, establishes their eligibility for benefits and services, and helps clients obtain them as assigned. Conducts post-visit connection (PVC) phone calls with families, tracks services contacted and received, and provides re-referrals when necessary. Schedules clients by phone that are missed during in-hospital recruiting. Handles mailing of appointment cards and the post visit client survey process. Acts as the primary public contact to answer questions and reschedule home visits as needed through the public office line (in English and/or Spanish), through email, and the digital scheduling tool. Follows up with families in a timely manner, shows good customer service and coordinates coverage in this area when not in the office.

Who are the customers?

All caregivers, newborns and community partners that work to support families.

Ideal Candidate

All caregivers, newborns and community partners that work to support families.

Minimum Qualification

High School diploma or Equivalency and three (3) months experience as a home care worker, management of a home, or experience in providing social or rehabilitative services to clients in the community and/or in an institution. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupational totaling three (3) months may substitute for the required experience.

Employment Requirements

Pre-employment background investigation is required and is conditional pending results. Must possess and maintain a current and valid Driver's License.

Working Conditions

Work is performed in an office setting with exposure to Visual/Video Display Terminal (VDT) and extensive phone and personal computer usage. Direct client interaction and some travel may be required. Work schedules may differ than the standard 8 - 5 Monday through Friday. Some overtime may also be required on occasion.

Supplemental Information

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Agency Contact Information: ECECD Human Resources 505-660-9589 Email

For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.

Bargaining Unit Position

This position is covered by a collective bargaining agreement and all terms/conditions of that agreement apply and must be adhered to.