Senior Program Intake Representative

Through the Families, Education, Preschool & Promise (FEPP) Levy, the Early Learning programs are growing significantly year after year. With this increase in number of families needing service, the team of Program Intake Representatives (PIRs) has grown. This position will provide capacity for required monitoring and tracking of day-to-day operations and timely response to the most complex operational and escalated customer issues. This Senior PIR serves as the PIR lead on the more complex intake assignments and assists the manager in monitoring daily operations, reporting, and resolving issues. In this role, the Senior PIR assists the manager and staff in tracking and auditing processed applications/enrollments, resolving complex customer service issues, communicating with external partners to resolve program interpretation issues, billing or enrollment errors. The Senior PIR trains and mentors journey-level PIR staff on the eligibility/enrollment processes, tracking systems, and community resources, which require advanced knowledge of program policies, eligibility requirements, and extensive experience with resolving issues. The position will also assist with program planning, monitor workload at various points in the enrollment cycle, and make recommendations to management regarding eligibility standards, program policies, and case management strategies, as well as staffing needs.

Through the Families, Education, Preschool & Promise (FEPP) Levy, the Early Learning programs are growing significantly year after year. With this increase in number of families needing service, the team of Program Intake Representatives (PIRs) has grown. This position will provide capacity for required monitoring and tracking of day-to-day operations and timely response to the most complex operational and escalated customer issues. This Senior PIR serves as the PIR lead on the more complex intake assignments and assists the manager in monitoring daily operations, reporting, and resolving issues.

In this role, the Senior PIR assists the manager and staff in tracking and auditing processed applications/enrollments, resolving complex customer service issues, communicating with external partners to resolve program interpretation issues, billing or enrollment errors. The Senior PIR trains and mentors journey-level PIR staff on the eligibility/enrollment processes, tracking systems, and community resources, which require advanced knowledge of program policies, eligibility requirements, and extensive experience with resolving issues. The position will also assist with program planning, monitor workload at various points in the enrollment cycle, and make recommendations to management regarding eligibility standards, program policies, and case management strategies, as well as staffing needs.

Speaking to families, evaluating their needs, and determining eligibility for services and programs

Explaining program guidelines and eligibility requirements

Reviewing families’ applications for completeness and income documents to determine program eligibility

Arranging interpreter services for non-English speaking families

Conducting outreach activities which may include presenting information to community groups and governmental agencies

Monitoring caseload and closing child care subsidies when benefits are exhausted or when families become ineligible; explaining benefit denials to families

Preparing correspondence, including recommendations to the operations manager on behalf of families requesting "Exception to Policy" approval

Maintaining records, filling out data entry forms, updating records, and coordinating completion of separate forms for each applicant

Training and onboarding other team members

Providing information and referrals on services available through other agencies

Utilizing database to manage information and maintain data integrity.

Managing the tuition experience for SPP families

Leading relationship and support for partner programs such as Transportation Access Program's ORCA cards for SPP families, Farm to Preschool, etc.

Submitting user stories to IT to address system bugs and improvements. Testing system changes, updates, and improvements. Training the team on new system features.

Strengthening team operations by helping resolve complex customer issues, documenting procedures, and developing tools that improve efficiency.

Comfortable exercising good judgment during ambiguity

Excited to act as a leader and expert in intake and enrollment

Curious to learn technology and harness its power to better serve families

An experienced interpreter of policy and committed to serving families in the community

Passionate about service and relationships with sometimes high-need families

Humble and ready to collaborate, even if the answer wasn't your idea

Team-centric, enjoying working with teammates as well as producing strong independent work

Fiercely detail-oriented and organized in your work

Self-driven to explore solutions and problem-solve

Bachelor’s degree in a social science, education, or a related field

Two years of experience interviewing families for the purposes of determining eligibility for programs, and completing program enrollment, preferably in a childcare or preschool setting

Four years of experience interviewing families for the purposes of determining eligibility for programs, and completing program enrollment, preferably in a childcare or preschool setting

This civil-service position is eligible for overtime and is classified as a Program Intake Representative, Senior. It is governed by a collective bargaining agreement between the City and the union, PROTEC17 – Technical Unit. Salary : The full pay range for this step-progression position is $39.48 - $45.95 hourly. Personnel Rules will determine the salary placement of current regular City employees. Individuals selected to fill this position may be eligible to receive Language Premium Pay (SMC 4.20.360), which provides a $200.00 monthly stipend to qualified bilingual employees who are properly evaluated and assigned to provide direct communication in-language, interpretation, or translation services to the public on behalf of the City of Seattle. Work Schedule : This position offers the flexibility of a hybrid work schedule. Employees will be expected to work in person three days a week. Individual schedules will be based on agreement between the employee and their supervisor. Hiring Timeline: We anticipate conducting interviews the week of November 2, 2026. Second interviews are anticipated for the week of November 12, 2026. We are anticipating having this position filled with a preferred start date in December, 2026 or January, 2027. Reasonable accommodations are available during all phases of the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact Sandra Wong at [email protected] to request accommodation. Background Check : Applicants must successfully pass a background check, which will be conducted in accordance with Seattle’s Fair Chance Employment Ordinance, SMC 14.17. Applicants will be given a chance to explain or correct background information and provide verifiable information of good conduct and rehabilitation. Benefits: The City of Seattle offers a comprehensive benefits package, including vacation, holiday, and sick leave as well as medical, dental, vision, life, and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City's website at: https://www.seattle.gov/human-resources/benefits . Please select an option under the “Most Employee Benefits” heading. Why work at the City? At the City of Seattle, public service is more than a job; it’s a chance to shape the future and make a meaningful difference in the lives of everyone who works, lives, or plays in our city. With 12,000 employees across 40+ departments and 1,100 job titles, we are united by a common purpose: to create a Seattle that is vibrant and welcoming for all. Whatever your role, you’ll help power a forward-looking city that leads by example — inclusive, innovative, equitable, and community-focused – while joining a diverse team committed to solving challenges and making a lasting impact together. Join us in building a Seattle where everyone thrives! APPLICATION PROCESS: Who may apply: This position is open to all current City of Seattle regular and temporary employees who meet the minimum qualifications. You must submit your complete application no later than 4:00 PM Pacific Time on Tuesday, October 20, 2026 . For your application to be considered complete, you must attach the following: A PDF copy of your resume A cover letter in which you clearly describe how your knowledge, experience, skills, and abilities prepare you for the job responsibilities and qualifications outlined in the job announcement A work sample that demonstrates any one of the following: process improvement you operationalized, training guide you created, progress monitoring tool/guide you created, or any other demonstration of process/quality improvement you were responsible for We encourage you to review the City of Seattle’s Application and Interviewing Tips Guide (Download PDF reader) , which may be used as a resource as you prepare to apply and interview for positions with the City of Seattle. DEEL supports the City of Seattle's Race and Social Justice Initiative to end institutionalized racism by eliminating barriers to access, providing the staff and public with opportunities for growth, and developing equitable access to the programs and services we offer. If you share those values and meet the qualifications, we invite you to apply for this position. Please visit http://www.seattle.gov/education to learn more about the Department of Education & Early Learning. If you have questions, please contact Sandra Wong at [email protected] .

This civil-service position is eligible for overtime and is classified as a Program Intake Representative, Senior. It is governed by a collective bargaining agreement between the City and the union, PROTEC17 – Technical Unit.

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