Senior Program Intake Representative

Salary: $39.48 - $45.95 Hourly
Location : Seattle Municipal Tower, 700 5th Ave., Seattle, WA
Job Type: Classified Civil Service, Regular, Full-Time
Job Number:
Department: Department of Education & Early Learning
Opening Date: 10/07/2026
Closing Date: 10/20/2026 4:00 PM Pacific

Position Description
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.

Job Responsibilities
Here's more about what you'll be doing:

• 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.

Major Projects in this role include:

• 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.

You will be prepared to take on this role if you are:

• 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

Qualifications
In addition to the ability to perform the tasks described above, you will need to possess the below required qualifications (or a combination of education, training or experience which provides an equivalent background required to perform the work of the class):

• Associate degree in a social science, education, or a related field
• Three years of experience interviewing families for the purposes of determining eligibility for programs, and completing program enrollment, preferably in a childcare or preschool setting

OR

• 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

OR

• 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

Additional Information
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.

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This position offers the flexibility of a hybrid work schedule. Employees will be expected to be in-office three times a week. Please confirm your understanding and ability to meet the needs of this position.

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