Mile High United Way is seeking an agile leader to support supervision within the 2-1-1 Help Center. Each year, the 2-1-1 Help Center receives tens of thousands of requests for help connecting to community resources. In addition, the 2-1-1 Help Center is continuously introducing new initiatives and partnerships that require creative approaches and contributions to solving complex problems. This person will play various roles in order to support a staff of Community Resource Navigators & Specialists and ensure community partners, clients, and customers are supported with the highest level of care, compassion, and professionalism.
Areas of Responsibility:
- Responsible for employee performance management processes including recruiting, orienting, training, coaching, and monitoring individual performance objectives and contributions to meet department standards
- Responsible for the development, implementation, maintenance, and recommendation of standard operating procedures (SOPs) for the Department's contact handling processes to ensure completeness, accuracy and consistency of service delivery, standards, and staff performance
- Develops, implements and maintains a highly efficient and comprehensive orientation and regular training program for staff that assures the contact center performance criteria and standards are consistently met
- Coordinates staff scheduling to ensure appropriate coverage and quality of telephone, live chats, texts, emails and walk-in assistance to clients
- Serve as the contact center point of contact for assigned partnerships which includes initializing and implementing new initiatives, project proposals, staffing needs, preliminary schedules, and liaison responsibilities
OTHER DUTIES/RESPONSIBILITIES
- Conduct regular duties of Community Resource Navigator and resolve escalated client concerns on an as needed basis
- Work within deadlines to complete assigned projects and new initiatives in a quality and timely manner
- In the event of a disaster, Contact Center Supervisor must be available to manage crisis response activities on week nights and/or weekends. Required to work remotely when needed (i.e. times of building closure and/or disaster response lead)
Skills/Experience:
- Minimum of 3 years of direct relevant experience required
- Supervisory experience required
SPECIAL SKILLS/KNOWLEDGE
- Excellent organization skills, well-developed verbal and written communication skills, and the ability to effectively deal with complex issues
- Ability to work with a wide variety of clients experiencing a multitude of issues and diffuse difficult situations
- Maintains a high degree of professionalism and reliability within areas of responsibility by providing leadership, direction, motivation, and training
- Ability to work independently
- Active Listening and Crisis Intervention Skills
- Knowledge of the Human Services Delivery System in Metro Denver preferred
- Must be willing and able to meet AIRS certifications standards within six (6) months of becoming eligible
- Demonstrated ability to operate a computer for extended periods of time and access to personal transportation
WORKING ENVIRONMENT
- Typical office environment
- Operates a computer for extended periods of time
Job Function:
Organization Info
Listing Stats
Post Date:
Dec 20 2018
Active Until:
Jan 20 2019
Hiring Organization:
United Way Worldwide
industry:
Nonprofit