The Operations Manager is an innovative and operational leader responsible for the overall success of United Way 2-1-1, the premier Information & Referral (I&R) provider for nine counties throughout Northeast Florida. Supporting the organization’s mission, 2-1-1 connects individuals and families to critical health and human services in their greatest moments of need. The Operations Manager will provide oversight and stabilization to daily operations, while also creating the infrastructure needed to support innovative products and new business lines. Additionally, this position will develop a training and coaching platform based on proven industry best practices and established call center metrics to ensure the highest quality and performance. The Operations Manager will use data from the call center and work with a diverse group of stakeholders, including community partners, funders, the business community and the citizenry of our community to better plan for and deliver health and human services.
Position requires ability to plan, prioritize and organize work effectively; develop a vision for United Way 2-1-1 and build capacity of department to reach it; supervise staff and volunteers; promote the value of 2-1-1 in the community; listen to customers, provide appropriate referrals, and respect confidentiality; analyze data and problems and propose reasonable solutions; remain flexible, share responsibilities and job functions when needed and appropriate; and, establish a rapport with a variety of constituents.
- Supervise administrative call center staff, suicide/crisis specialists and volunteers at direction and coordination of program Director
- Assist in coordinating ServicePoint and inContact software systems maintenance and management
- Ensure all established 2-1-1 policies and procedures are adhered to by call center staff and assist in their development
- Conduct quality assurance monitoring of staff and volunteers to ensure call quality metrics and goals are met
- Discuss results with monitored person and develop an action plan for improvement as needed
- Provide suicide/crisis counseling, information and referral services via telephone, mail and e-mail
- Prepare and oversee shift schedules to ensure proper coverage
- Ensure reporting, mailings and data collection/entry is completed accurately and completed in a timely manner
- Participate in planning and implementing program goals and objectives – to include drafting accreditation documents and inclusions in the Policy and Procedures Manual
- Provide support to program Director with contracts, special programs and/or services
- Assist with budget planning and assist in monitoring budgets
- Prepare monthly and quarterly reports for City of Jacksonville, PSG, and various other funders in support of Director and agreement requirements
- Balance and prepare monthly/quarterly billing for services rendered
- Work with outside agencies and/or programs to enhance services to the community
- Be available to work during times of crisis to include natural and manmade disasters; flexibility to work extended hours as needed
- Excellent verbal communication, customer service and time management skills
- Ability to respond to common inquiries or complaints from clients or members of the community
- Ability to effectively present information in one-on-one and small group situations to clients and other employees of the organization
- Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form; ability to define problems, collect data, establish facts and draw valid conclusions
- Minimum of two years of management/supervisory experience required, including conducting training, quality assurance, and administrative procedures
- Extensive working knowledge of Microsoft Word, Excel, and related computer software
- Alliance of Information and Referral Services (AIRS) and American Association of Suicidology (AAS) knowledge preferred though not required
- Experience with suicide/crisis counseling, information and referral services via telephone, mail and e-mail desirable
Salary: $51,000 to $60,000 per year