Coordinate the daily operation of the 2-1-1 program and supervise 2-1-1 program staff and interns.
Areas of Responsibility:
- Staff Supervision: Responsible for hiring, supervising, providing initial and ongoing training, scheduling, and coaching of 2-1-1 staff, interns and volunteers on performance of their job duties and adherence to AIRS Standards and program policies and procedures. Provide daily oversight of 2-1-1 staff. Develops and lead the 2-1-1 staff team. Maintains continuous operations of 2-1-1, including filling in for staff during staff shortages or during peak periods or ensuring coverage through part-time or on-call staff. Promotes and oversees internship program including conducting weekly supervision meetings, and completing all required documentation including intern contracts, time/task logs and evaluations. Effectively addresses issues such as tardiness, work habits, adherence to personnel policies, etc. (60 %)
- Quality and Productivity Improvement: Measure and improve call quality by conducting silent call monitoring, reviewing follow-up outcomes, and surveying client satisfaction. Meet with staff to share feedback from call monitoring and coach staff on areas for improvement. Set clear expectations and performance benchmarks regarding quality and productivity. Utilizes ReferNet and call management system reports to monitor quality and productivity of staff and department performance. Analyzes data regarding call forecasting, time to answer, call duration, and abandonment rates for scheduling and staff adherence purposes. (25 %)
- Project Supervision: Monitor contract compliance and assists with the implementation of new contracts related to handling 2-1-1 contacts. Develop and maintain policies and procedures. Provide training as needed to staff. (10 %)
- Partner Relationship Management: Develops and maintains effective and solid working relationships between UWSC organization and other partners in the community seeking to achieve aligned goals and objectives, including program funders. Represents agency at meetings, does presentations to groups of any size, and arranges for staff involvement in community groups/committees. (5 %)
Skills/Experience:
JOB RELATIONSHIPS WITH: Manager, 2-1-1; Director, 2-1-1 and Housing Services; VP, Community Impact; Community Impact Department, All internal staff of United Way of Summit County, community partners and funders.
MINIMUM QUALIFICATIONS:
- Master of Social Work degree and ability to meet all local university supervisor requirements for social work internships.
- Previous supervisory or lead experience required.
- Competent in MS Office products.
- Interest in the improvement of the Summit County community.
COMPETENCIES:
- Detail oriented.
- Ability to work independently with minimum supervision and as part of a high-performing team.
- Organized, able to prioritize, strategically plans, and meets deadlines.
- Strong interpersonal and conflict management skills.
- Strong verbal and written communication skills.
- Commitment to excellence and passion for the mission of United Way of Summit County.
- Commitment to maintaining an awareness of best practices within the United Way Worldwide Network.
PHYSICAL/OTHER REQUIREMENTS:
- Position is primarily a normal office setting, requiring long periods of sedentary work at a desk and computer.
- Ability to routinely travel throughout multi-floor office, walking, climbing stairs.
- Must be able to sit, stand, reach with hands and arms, bend and stoop.
- Extensive reading.
- Minimal lifting up to 25 pounds occasionally.
- Must be willing to work non-standard work schedule including nights, weekends, and other unusual hours on occasion.
- After-hours event attendance occasionally.
- Some overnight travel may be required.
- Valid driver license and proof of insurance.
- Access to reliable insured automobile to be used for work-related travel in Summit County area.
How to Apply:
Job Function:
Organization Info
Listing Stats
Post Date:
Aug 1 2018
Active Until:
Sep 1 2018
Hiring Organization:
United Way Worldwide
industry:
Nonprofit