Coach & Helpdesk Associate (Bilingual)

Job Summary:
The Bilingual Coach and Help Desk Associate is responsible for providing professional development support to enhance service quality through collaboration with leadership, personalized program-level support and connecting users to real-time solutions. Responsibilities include providing in-person and virtual one-on-one coaching support to ECE programs, translating materials, and delivering live help desk and referral support in both English and Spanish. This role will serve all program types, whether enrolled in YoungStar or not, as required by the State. The Coach and Help Desk Associate is also responsible for identifying service needs, offering individualized support to early childhood educators and partners, facilitating access to available services and solutions in real-time.

Essential Duties & Responsibilities:

• Promotes and supports Wisconsin’s YoungStar program.

• Follows Shine and YoungStar protocols to ensure consistent regional/statewide quality and access to services.

• Provides high-quality, responsive support, using relationship-based coaching strategies driven by research and best practice to promote continuous quality improvement.

• Promotes and supports a program’s quality improvement in alignment with best practices.

• Works with assigned programs to collect and validate data and self-assessment results, and to develop improvement goals and plans.

• Successfully identifies and resolves issues and inquiries regarding state online systems, including YoungStar Case Management System, My YoungStar Connect, The Wisconsin Registry, and Wisconsin's Provider Portal.

• Serves as a knowledgeable resource to early childhood educators, partners, and the community, including connecting families to the appropriate support resources.

• Ensures compliance with Company, State and Federals standards and licensing requirements.

• Provides translation and interpretation services for both written and spoken coaching and help desk related communications.

• Manages communications with providers in both languages, such as writing emails, answering phone calls, and scheduling meetings.

• Engages in a practice, observation, and reflection & feedback coaching cycle with providers.

• Provides tools/resources in both languages to support program planning and progress on identified goals.

• Achieves compliance with project deliverables in providing technical assistance (coaching and consultation) services.

• Utilizes informal/virtual assessment activities that provide program information on classroom settings, teacher strengths, and areas of growth including teacher and child interactions, classroom instruction, and classroom management.

• Develops and facilitates small group learning environments, including peer-to-peer opportunities, and/or one-on-one coaching in both languages English/Spanish.

• Facilitates professional development which may include in-person and/or virtual learning opportunities in both languages English/Spanish.

• Completes technical ratings on programs and input data into the database for YoungStar rating; submits quarterly reporting information.

• Responds to inbound calls, chat, and email.

• Participates in assigned meetings, events and training as required.

We are an equal opportunity employer, committed to creating a diverse and healthy workplace.