United Way Worldwide is committed to supporting and improving access to the vital services provided by 2-1-1s across the United States. The Director, 2-1-1 Network Operations and Performance will be responsible for providing strategic and operational leadership on behalf of and to the 2-1-1 network in pursuit of transformational network growth and enhancement.
The emphasis for this position will be to drive 2-1-1 network growth by improving the quality, efficiency, and accessibility of the 2-1-1 service nationwide and by designing and executing on strategies that generate positive net revenue for the network and strategic initiatives. The Director will work closely and collaborate with other members of the United Way Worldwide Impact team and 2-1-1 leaders across the network. The Director will also be responsible for obtaining and leading network-wide execution of national contracts and projects funded by large partners, including government agencies, with particular focus on building the necessary capabilities to deliver on and scale success of these opportunities.
Leveraging systems and change management expertise, the Director will partner with network leaders to drive efficiencies and data driven enhancements throughout the network to increase network cohesion and service accessibility. The director will provide leadership and high quality technical assistance and support to the 2-1-1 network, particularly around operational effectiveness and quality service provision, and will play a key role in convening communities of practice and user groups throughout the network to drive progress and accomplish both national and local growth.
- Identify and execute on national strategies to generate revenue, reduce operating expenses, and increase efficiencies throughout the 2-1-1 network to drive growth
- Design and lead execution of network-wide initiatives to strengthen 2-1-1 infrastructure, increase access, reduce client wait-times, and provide enhanced and consistent client experiences in pursuit of a 21st century 2-1-1 system
- Design and lead strategy for collecting, analyzing, and using network-wide operational and performance data to improve network performance and inform decision making and business planning
- Cultivate partnerships with leaders of local United Ways and 2-1-1s nationwide and serve as a primary point of contact at UWW
- Assemble and lead a team of subject-matter and technical experts (some through direct supervision, some through matrixed accountability) to provide technical assistance, training leadership, and other support and guidance to the 2-1-1 network
- Create and manage a suite of best practices for the 2-1-1 network around operations and revenue generation
- Lead efforts to obtain and deliver on national contracts and programs in partnership with the 2-1-1 network, ensuring 100% compliance and achieving superior results while engaging and supporting individual 2-1-1 agencies
- Lead efforts to reach 100% coverage for 2-1-1 across the United States
- Support network of 2-1-1 centers during time of disaster and lead efforts to build stronger network-wide capabilities to effectively respond during disasters
- Work collaboratively with staff from other units at UWW to elevate and align 2-1-1 work with other priorities
- Back up other team members as required
- Strong passion for the work of the United Way and 2-1-1 network and for serving individuals and communities
- At least five to seven years of experience, preferably in the non-profit and human services sector
- At least three to five years of progressive leadership experience with at least two years of supervisory experience
- Experience in program design and management, preferably in an organization with a network structure
- Proven ability to raise and steward private and public sector funds
- Experience managing $1M+ budget
- Proven ability to effectively manage a project team and multiple priorities
- Demonstrated relationship management expertise, including the ability to build internal and external partnerships, garnering stakeholder support, and building consensus
- Proven ability to bring programs and initiatives to national scale
- Experience representing a national organization
- Ability to work and lead autonomously with minimal supervision and to excel in an entrepreneurial, self-starting and fast paced environment
- Experience in the United Way and/or 2-1-1 network preferred