BSK- SAS Quality Assurance Specialist at BrightSpark Early Learning Services – Renton, Washington

Position: Best Starts for Kids - Subsidy Access and Support Quality Assurance Specialist

Hiring Salary Range: $61,000.00-$65,000.00

FLSA Status: Non-Exempt

Report To: Best Starts for Kids - Subsidy Access and Support Manager

AGENCY SUMMARY:

BrightSpark Early Learning Services has been at the forefront of the early learning landscape for over 30 years, ensuring that all children have equitable access to safe, engaging, and positive early learning experiences that promote school readiness and lifetime success. With a staff of over 140 and a budget of $60 million (99% publicly funded), BrightSpark Early Learning Services provides a broad array of services for families and childcare providers so that they can support the development and well-being of our children.

OPPORTUNITY:

The Best Starts for Kids (BSK) Subsidy Access and Support Team is committed to excellence for our community by providing efficient, expert service for every interaction. This role serves as a quality assurance and operational support partner to the Subsidy Access and Support team, ensuring accurate application processing, consistent decision-making, and responsive service to families and providers. Responsibilities may shift based on program needs, application volume, and community priorities. Subsidy Access and Support Specialists are public-facing stewards of the BSK childcare subsidy and are responsible for providing direct support to families and childcare providers. This includes answering questions, assisting with program applications, verifying program eligibility, and performing basic troubleshooting of any issues. This position requires contact with community members every day through inbound and outbound communications, including calls, emails, and messages from our community portal.

RESPONSIBILITIES:

Use of case management software and other systems

• Regular and proficient use of case management systems and standard office software (e.g., BridgeCare, Monday.com, MS Office Suite products, and Teams).

Quality Assurance

• Review enrollment application subsidy work completed by members of the SASS team. The assigned work will be variable based upon total volume, segment of reviews shared by SAS leads, and individual SASS performance. The volume and scope of review work will vary based on application volume, team capacity, and program needs. If needed, complete initial review of enrollment applications as assigned.
• Track, for each SASS completing reviews, the accuracy, areas where errors are occurring, common questions, emerging trends, and other significant data. Regularly, share this information with the SAS leads and the manager.
• Collaborate with leadership and data partners to support reporting on review outcomes, workflow volume, and processing timelines.
• Create training/support materials to support consistent application review and address challenging scenarios.
• Prepare and send denial letters and communication as needed.
• Available to support SASS as they have questions regarding the enrollment reviews; escalate to SAS leads/manager as needed.
• Support reauthorization extensions and reauthorization full re-applications similarly to the review and support of initial authorization applications and their review.

Customer Support

• Engage with families and providers in a manner that is linguistically responsive to their needs. Utilize interpretation services and translation tools to ensure culturally and linguistically responsive support aligned with BrightSpark’s anti-racist practices.

Outreach/Reminders

• Conduct outreach to providers regarding missing or incomplete Payment Request Forms (PRFs)
• Conduct outreach to families and providers regarding signatures needed on released Subsidy Payment Agreements. Provide technical assistance and support as needed.
• Participate in special projects where outreach to providers or families is needed.
• Attend community events representing the Best Starts for Kids Subsidy Child Care Program, sometimes outside of typical work hours
• Connect with community agencies and other potential distribution spaces for dissemination of Best Starts Subsidy materials. This may include in-person visits to sites throughout King County.

Change Requests/Status Changes

• Support with the assignment and progress of change requests submitted by families and other status updates. This work involves assigning tasks across teams and regular review to ensure that all changes are being processed efficiently.
• Monitor workflow progress and identify opportunities for process improvement. Document progress for the identification of emerging patterns and trends. Partner with the SAS leads, manager, and Data Manager regarding the collection and reporting of this data.

Teamwork and Problem-Solving

• Actively engage with the larger BSK Subsidy team to meet the needs of families and children, community partners, and stakeholders, and meet the deliveries of program contracts and King County.
• Contribute additional projects or responsibilities as needed in support of program goals and community needs.

KNOWLEDGE, SKILLS, AND ABILITIES:

Minimum Qualifications:

• An associate degree in a social science, finance/business, education, or a related field plus TWO years of experience in a relevant position (e.g., in a data management, quality assurance, or other detailed and analytic work)

Additional requirements include:

• Ability to work in a team environment, communicate, provide feedback and guidance, and actively participate in BrightSpark team meetings, committees, and community groups. Effective interpersonal skills.
• Ability to remain focused while working in an open-office environment.
• Experience working with individuals from diverse backgrounds and demonstrating a commitment to diversity, cultural relevancy, and inclusion.
• Desire to support children and families.
• High attention to detail and ability to multi-task. Good analytic and numeric skills, including determination of income from documents supplied by families and application of correct subsidy amount.
• Effective written and verbal communication skills.
• Excellent listening skills with the ability to give and receive feedback.
• Facility with numbers and math (for income and subsidy calculations).
• Approach work with a sense of possibility, see challenges as opportunities for creative problem-solving, and work to find innovative solutions.
• Experience in/understanding of “quality customer service.”
• Proficiency in Microsoft Office Suite.
• Familiarity with BridgeCare software OR ease with learning new software.
• Ability to be in office 2-3 times per week for at least the first 90 days and possibly ongoing.
• Flexibility to attend occasional community events, providing outreach to parents and community partners.
• Accurately makes decisions and data updates regarding eligibility criteria and subsidy calculations.

Desired Qualifications

• Native language speaking abilities in Spanish or Somali.
• Experience with Salesforce and/or Monday.com.
• Knowledge of child development & early learning and local and statewide family resources.

COMPETENCIES:

• Core Competencies -
• Mission-driven: Demonstrates commitment to the mission and values of the mission.
• Equity mindset: Demonstrates the values of anti-racism; fosters an inclusive environment that facilitates diversity.
• Communication: Uses skillful written and oral communication with internal staff, teams, and community served; demonstrates empathy and listening.
• Adaptability: Adapts and responds to change; proactively seeks opportunities to be supportive of change that serves our mission
• Ownership and quality of work: Manages own work and work of teams when relevant, ensuring delivery of successful outcomes.

COMPENSATION:

• Hiring Salary Range: $61,000.00-$65,000.00
• FLSA Status: non-exempt
• This is a full-time salaried position requiring work during BrightSpark Early Learning Services Business hours, Monday through Friday from 8:30 am-5 pm, and requiring a willingness to work some evenings and weekends.

BrightSpark will determine the specific salary for the successful candidate based on factors including, but not limited to, budget available, prior experience, skill, and education as they relate to the position’s qualifications and internal racial equity. The posted salary range reflects just one component of our total compensation package.

Other components of the total compensation package may include participation in group life, health, and dental insurance, retirement plan, wellness program(s), paid time off, and paid holidays.

BENEFITS:

BrightSpark Early Learning Services’ benefits package includes employer-paid top-tier medical, dental, and vision insurance plans for employees, 21 days of PTO per year in addition to 11 paid holidays, 3 paid floating holidays, birthday holiday, and one week-long office closure at year-end, Refresh Fridays in July (BrightSpark Early Learning Services Closure Days), flexible work environment, employer-paid life insurance, short-term disability/illness leave accrual, and 401k with 3% employer match.

WORK LOCATION:

• This position is a Hybrid.
• Hybrid positions at BrightSpark require at least two days in the office per week. These days may change based on individual position and department needs.
• BrightSpark Early Learning Services employees in all types of work positions (hybrid, community, etc.) must attend training, meetings, events, or other work commitments at various BrightSpark Early Learning Services office locations or off-site locations in Washington State, including the New Employee Orientation in Kent, Washington.

EQUAL EQUITY EMPLOYER:

BrightSpark Early Learning Services is an equal opportunity employer, and we value diversity among our staff. We strongly encourage people of color, immigrants and refugees, people from the LGBTQ community, people with disabilities, and people from other historically marginalized groups to apply.

ADDITIONAL INFORMATION & QUESTIONS

• To learn more about BrightSpark Early Learning Services, please visit www.BrightSpark.org
• BrightSpark Early Learning Services is a grant-funded nonprofit organization. This and all positions are contingent on grant funding being in place and can end based on the expiration of funding.