- Assess PA 2-1-1’s strengths and needs for improvement using data analytics
- Manage implementation strategies to meet PA 2-1-1’s obligations on priority projects such as the Connect to Home program
- Advance a collaborative approach among PA 2-1-1 providers
- Cultivate and maintain relationships with local 2-1-1 staff
Areas of Responsibility:
- Lead cross-region strategies to provide high quality service that is responsive to United Way of PA and PA 2-1-1’s contractual obligations for projects such as Connect to Home and Flu on Call
- Develop statewide reports which measure key metrics on 2-1-1 provider performance, alignment with national 2-1-1 network goals, and statewide consistency within PA
- Organize training opportunities which support consistent, high quality human services information and referral for special projects as well as 2-1-1’s core basic info and referral contacts
- Monitor regional compliance with contractual obligations through tools such as call playback, data analytics and feedback from project partners
- Resolve customer concerns quickly when they happen, and use lessons-learned to coach providers to improve the 2-1-1 customer experience
- Meet all contractual reporting requirements for special projects
- Lead cross-region strategies to enhance PA 2-1-1’s existing statewide database and support the migration to a new version of the database.
- Work with the PA 2-1-1 Statewide Operations Director and UWP’s president to develop proposals for projects and funding which align with PA 2-1-1’s strategic direction
Educational Background:
Bachelor’s degree or equivalent experience
Skills/Experience:
- Minimum of 1-2 years of project management experience
- Strong oral and written communication skills
- Valid Driver’s license - some travel is required
- Prior experience with human services and/or information and referral is strongly preferred
- Demonstrated expertise producing reports using data analytics
Job Function:
Organization Info
Listing Stats
Post Date:
Aug 13 2018
Active Until:
Sep 14 2018
Hiring Organization:
United Way Worldwide
industry:
Nonprofit