The Director, United Way 2-1-1 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 Director 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 Director 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.
Operations/Management:
The Director position requires a highly motivated self-starter to lead United Way 2-1-1 and ensure excellence in the day-to-day operations within the call center. This position not only manages internal operations, but also demonstrates the ability to problem solve and make sound decisions that reflect United Way’s values, policies and commitment to outstanding customer service. In addition to providing operations leadership, the Director will also continuously assess services in the context of community needs, national standards and developing trends, and makes recommendations regarding improvement of current services and/or establishment of new initiatives.
Specifically, the Director:
- Provides team leadership and supervision to 2-1-1 Call Center Specialists and other key team members
- Ensures overall operation is maintained at a level acceptable for AIRS (Association for Information & Referral Systems) accreditation and note deficiencies for future planning
- Ensures that policies, procedures and protocols are current and followed. Identifies need for new/revised policies and procedures
- Identifies patterns and trends and makes judgments related to systems or procedures
- Effectively recruits, selects, trains and coaches 2-1-1 staff. Ensures compliance with agency policies and procedures and standards of funders and accrediting organizations, enforces all work rules and initiates performance improvement action as needed
- Ensures supportive working conditions and timely resources required to recruit and retain competent and professional staff
- Facilitates atmosphere of teamwork, ownership and empowerment among staff. Whenever possible and appropriate, allows for collaborative decision-making within the team
- Develops annual goals and objectives for call center in keeping with United Way’s mission
- Develops and oversees budgets for 2-1-1 cost centers
- Actively seeks out or supports new opportunities that will expand/impact operations and potential funding
- Actively participates in and supports fund development/grant writing for 2-1-1 sustainability
- Assists in the creation of a Business Continuity plan to ensure 2-1-1 is functional during a disruptive event
Training & Development
The Director is experienced in developing and evaluating the effectiveness and impact of training curriculums to drive call center and agent performance. S/He is expected to have superior facilitation skills in order to ensure success.
Specifically, the Director will:
- Develop and implement new employee and in-service training programs and materials that meet AIRS Standards and incorporates RCCSP metrics and criteria to ensure staff has the knowledge and skills to provide empathetic and non-judgmental information & referral services
- Regularly evaluate and update training programs and materials
- Prepare staff for AIRS certification
- Help to establish and monitor best practices and quality assurance standards in service delivery and staff performance
Information Management (database, measurements and technology)
The Director is experienced in utilizing technology, data systems and analysis to drive business and results. S/He is responsible for developing and implementing systems that will help UWNEFL and the broader community understands current community condition and need.
Specifically, the Director will:
- Ensure integrity and stability of United Way 2-1-1 database
- Become proficient (able to train staff) on software and telephone systems
- Responsible for the management of the 2-1-1 telephone system, acting as a technical liaison to the cloud-based telephone vendor and IT, ensuring all systems are optimized to support the work of 2-1-1
- Conduct regular data analysis, reporting and communication systems analysis to enable external stakeholders to use 2-1-1 information to better plan for and deliver health and social services
- Monitor call center KPIs (i.e. abandonment rate and service level) to identify any areas in need of improvement and develop strategies to help ensure performance goals are consistently met
- Assist with community needs assessment process as appropriate
- Assist with website and ensure functionality
Agency and Community Relationships
As a critical member of the Community Impact team, the Director is expected to establish and build effective relationships with a diverse group of community stakeholders. H/She will work in partnership with UWNEFL internal departments, funders, community-based organizations, government and members of the community to maximize awareness of 2-1-1 and service delivery.
Specifically, the Director:
- Facilitates and maintains a strong network with community organizations
- Develops and conducts presentations and trainings and represents 2-1-1 in the community
- Maintains social media for 2-1-1 in coordination with Head of Marketing, Communications and Campaign
- Increase awareness of United Way staff about information & referral/2-1-1; coordinate internal communications
- A minimum of four (4) years’ experience in call center management, evaluation and/or supervision
- Certification as a Call Center Manager preferred
- Previous supervisory experience required
- Strong leadership skills, ability to motivate others in team-oriented environment
- Demonstrates genuine relationships by cooperating with others and handling disagreements in a truthful and open manner
- Excellent customer service skills
- Recognizes stress and takes personal responsibility for self-care
- Superior conceptual, analytical and problem-solving skills
- Must be highly organized with great attention to detail
- Strong knowledge of computers, telecommunications systems, programming concepts and databases
- Expert experience with MS Office Suite
- Proven ability to develop and manage departmental budgets
- Strong interpersonal skills that support productive relationships with other staff, administration, volunteers and community organizations
- Demonstrated ability to coach, mentor and motivate staff
- Excellent written and verbal communication abilities
- High level of integrity in managing confidential information
- Broad knowledge of community resources desired
Salary: $71,000 to $80,000 per year