Child Care Scholarship Program SME (Remote)

Job Title: Child Care Scholarship Program SME

Duration: Part-time

Location: Columbia MD (Remote)

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.

Required Experience:

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 (20000 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