[Hiring] Child Care Scholarship Program SME @Serigor, Inc.

Role Description

We are seeking an experienced Child Care Scholarship (CCS) / Child Care Subsidy Subject Matter Expert (SME) to support the design, implementation, and operations of large-scale public assistance programs. This role will play a critical part in supporting statewide child care subsidy initiatives aligned with federal requirements under the Child Care and Development Fund (CCDF), including eligibility determination, case management, provider payments, customer service operations, and compliance.

Key Responsibilities

• Program Operations & Eligibility
  • Provide expertise in eligibility determination, redetermination, and case lifecycle management.
  • Interpret and apply federal and state policy requirements (e.g., 45 CFR 98).
  • Support high-volume program environments serving thousands of families.
• Payment Processing & Provider Management
  • Advise provider payment workflows, invoice validation, and attendance tracking.
  • Support underpayment/overpayment resolution and audit readiness.
  • Ensure accuracy and compliance in payment authorization processes.
• Customer Service & Operations
  • Guide best practices for call center and customer support operations.
  • Support SLA-driven service delivery across phone, portal, and digital channels.
  • Enable multilingual and accessibility-focused service models.
• Systems & Technology
  • Provide SME input on:
    • Case management systems
    • CRM platforms such as Salesforce Service Cloud
    • Document management and paperless processing workflows
  • Support system integration, transition, and modernization initiatives.
• Compliance, QA & Fraud Prevention
  • Ensure alignment with CCDF, audit, and data security requirements.
  • Support quality assurance, compliance reviews, and fraud detection processes.
  • Assist in audit preparation and response activities.
• Program Improvement & Innovation
  • Recommend automation, AI, and process improvements.
  • Develop SOPs, training materials, and performance metrics.
  • Drive efficiency and customer experience enhancements.

Qualifications

• 8-12+ years of experience in:
  • Child care subsidy / public assistance programs
  • OR closely related human services programs (Medicaid, SNAP, TANF, etc.)
• Proven experience in:
  • Eligibility determination
  • Case management operations
  • Provider payment processing
  • Customer service environments

Preferred Experience

• Experience supporting CCDF-funded programs.
• Experience with large-scale programs (20,000+ beneficiaries).
• Background working with state or local government agencies.

Technical & Functional Skills

• Familiarity with:
  • Case management systems (state-built or COTS)
  • CRM platforms (Salesforce preferred)
  • Document management systems
  • Data reporting and analytics tools
  • Understanding of compliance frameworks (audit, PII, security)

Nice to Have

• Certifications such as:
  • PMP
  • CBAP
  • Agile (CSM/SAFe)
  • Similar certifications