United Way of Central Iowa is seeking a fulltime 2-1-1 Supervisor to advance the organization’s mission of improving lives by overseeing the day-to-day operations of the information and referral call center. UWCI’s 2-1-1 program assists callers in finding resources related to community health and human services, counseling and crisis intervention via a helpline call center. This position will be answering phones alongside two Information and Referral (I/R) Specialists during first shift, Monday-Friday, while answering questions, handling escalated calls and collaboratively problem solving with team members as needed. This position will role model calm, empathetic and professional behavior to provide timely feedback and coaching to the I/R Specialists as necessary. The Supervisor also provides oversight of quality control, creating reports and ensures adequate call center staffing during all shifts. Some schedule flexibility is required for on-call coverage after hours and on weekends on an alternating basis with the 2-1-1 Director. This position reports directly to the 2-1-1 Director and may serve as a back-up for community meetings or presentations about 2-1-1. In addition to this position and the Director, the 2-1-1 team includes of two fulltime and seven part-time Information and Referral Specialists.
The qualified candidate for this role will have the natural ability to guide and develop others with open, honest and respectful communications. The ability to make sound decisions and interact successfully with individuals of diverse backgrounds in necessary A college degree with a minimum of three years’ experience in human services and/or customer service field required. A passion for teamwork and helping others is a must!
- In conjunction with the 2-1-1 Director, is responsible for the successful day-to-day operations of the call center
- Acts as the first point of contact to support team members who have questions or are in need of assistance with escalated calls. Collaboratively works with team members to brainstorm ideas with call specialist if further advocacy or follow up is needed. Handles difficult callers when needed
- Answers incoming phone calls as a member of the team and maintains familiarity with current callers’ needs and concerns. Role models appropriate call handling procedures for I/R Specialists
- Builds positive and professional relationships with individual I/R Specialists through regular communication and respectful conversations
- Monitors team members calls in accordance with AIRS Standards for call quality assurance
- Provides timely feedback and suggestions to team members to further develop their skills and performance
- Assists and consults with the 2-1-1 Director with ongoing staff performance and development
- Creates reports from call monitoring data and other operations data for the 2-1-1 Director
- Works with the database lead and other I/R staff to ensure database integrity
- Trains new staff and current staff and coordinates new hire onboarding as applicable.
- Oversees staff scheduling to ensure proper coverage at all time.
- Regularly communicates call center activity with the Director and as needed.
- Assists Director with projects and acts as a back-up for the Director at community events and presentations
- Attends regular in-service trainings and/or meetings as scheduled by the 2-1-1 Director
- Engages and maintains knowledge of UWCI programs and strategies
- Participates in UWCI staff meetings, trainings and activities as appropriate and available.
- Adheres to the UWCI Code of Ethics and Core Ideology.
- Maintain a calm and professional demeanor
- Lead and motivate others
- Demonstrates a passion to serve clients by focusing effort on meeting their needs, understanding and listening their concerns, and seeking to build trust
- Displays and values the work of team over individual preferences when appropriate.
- Demonstrates an ability to send respectful and clear verbal messages and listen to others' responses in order to convey information. Also has a high level of ability to write concise, clear letters, reports or emails, including proofing and editing
- Demonstrates an ability to evaluate and use appropriate information to make a decision.
- Produces error-free work
- Demonstrates the ability to act and take steps to solve or settle an issue
- Demonstrates the ability to pay meticulous attention to assigned tasks with little to no oversight
- Demonstrates a level of ability to identify with or be sensitive to the feelings and experiences of others without judgement
- Manages time well to effectively complete job tasks and meet deadlines with little or no oversight
Experience:
- Minimum three years’ experience working in human services and / or customer service field.
- Proven experience working successfully and respectfully with diverse populations of various backgrounds and perspectives
- Additional training, education and work experience in human services, communication or counseling is preferred
- Solid experience with computers and Microsoft Office applications. Database inquiries and search preferred
Other Requirements:
- The ability to become certified through the Alliance of Information and Referral Systems (AIRS), CIRS-Certification for I&R Specialists and CRS-Certification for Resource Specialist)
- Agreement to undergo a criminal background check (results are not necessarily a barrier to employment)
- Ability to drive locally when needed.
- Majority of work time is spent in a seated position, using a headset and computer.
Salary: $41,000 to $50,000 per year