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Director, 2-1-1 Call Center

November 8, 2023

Website unitedwaynefl United Way of Northeast Florida

Uniting for Tomorrow

Position Title: Director, 2-1-1 Call Center

Department: Operations

Reports to: Chief Operations Officer

Reviewed: November 2, 2023

FLSA Status: Full-time, Exempt

 

Vision and Mission: At United Way of Northeast Florida, we envision a community of opportunity where everyone has hope and can reach their full potential. Our mission is to solve our community’s toughest challenges by connecting people, resources, and ideas. Diversity, equity, and inclusion is a fundamental part of our mission and a focus throughout our organization and the communities we serve.

 

Values:

  • Teamwork – We work together to accomplish our goals and help each other succeed.
  • Innovation – We are fearless, imaginative trail blazers.
  • Mission Focused- We are passionate about our community’s wellbeing and creating lasting change.
  • Integrity – We are honest, transparent and act ethically to create trust.
  • Excellence – We set clear, high expectations for ourselves and our work.

 

Purpose of Position: The Director, United Way 2-1-1 is an innovative, strategic, and operational leader responsible for the overall success of 2-1-1, the premier Information & Referral (I&R) provider for nine counties throughout Northeast Florida, and strategic leadership in addressing the needs of callers through community collaborations and partnerships.

 

Key Responsibilities and Essential Functions:

Operations:

  • Oversee the 2-1-1 Contact Center ensuring targets for speed-to-answer, abandonment rate, and call quality are met.
  • Ensure the community database of more than 1,500 regional health and human services is maintained accurately according to certification criteria and additional services are entered in a timely fashion.
  • Engage with the Alliance of Information and Referral Systems (AIRS) to ensure that 2-1-1 uses best practices and operates with the highest standards.
  • Ensure that policies, procedures and protocols are current and followed and identify need for new/revised policies and procedures.
  • Ensure compliance with agency policies and procedures and standards of funders and accrediting organizations, enforce all work rules and initiate performance improvement action as needed.
  • Create a business continuity plan to ensure 2-1-1 functionality during a disruptive event.
  • Address challenges, barriers or significant changes to the program.
  • In partnership with Operations Supervisor, prepare staff for AIRS accreditation/certification.
  • Become proficient and effective at training staff on software and telephony systems and resource database.
  • Manage the 2-1-1 telephony system, acting as a technical liaison to the cloud-based telephony vendor and IT, ensuring all systems are optimized to support the work of 2-1-1.
  • Develop and implement 24/7 text, chat and email response system, in partnership with vendors and Operations Supervisor.

 

Team Leadership:

  • Supervise the 2-1-1 Operations Supervisor and the Resource Database Manager.
  • Ensure supportive working conditions and timely resources required to recruit and retain competent and professional staff.
  • Facilitate atmosphere of teamwork, ownership, and empowerment among staff.
  • Whenever possible and appropriate, allow for collaborative decision-making within the team.
  • Develop and implement new employee and in-service training programs and materials that meet AIRS Standards and incorporates RCCSP (Resource Center for Customer Service Professionals) 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.
  • Seek out and provide staff with training for ongoing professional development.

 

Financial:

  • Oversee the research, negotiation, implementation and accountability of all contracts and Memorandums of Understanding (MOUs).
  • Oversee grant and contract management that requires reporting to funding partners and monitoring expenses (in conjunction with Grants Management and Finance Departments).
  • Develop and manage program budget including making reasonable budget projections; ensuring that the program remains within budget; and making effective use of all resources.
  • Seek out, research, and pursue funding opportunities, including funding available from local, state, and federal agencies.
  • Actively participate in fund development/grant writing for 2-1-1 sustainability.

 

Innovation:

  • Create the infrastructure needed to support innovative products and services including partnerships and new business lines.
  • Continuously improve 2-1-1 processes and practices for both the contact center and resource database.

 

Community Leadership:

  • Facilitate and maintain a strong network with community organizations.
  • Serve as the public face of 2-1-1.
  • Analyze call data to identify emerging needs and work with a diverse group of stakeholders, including community partners, funders, businesses, and citizens to better plan for and deliver health and human services.
  • Work with community leaders to prepare for and respond to local and statewide disasters.
  • 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.
  • Attend community, regional and/or statewide meetings or events to provide information or make presentations on the role of 2-1-1.
  • Work with Marketing team to develop and implement a comprehensive marketing and communication plan and assist with website maintenance and ensure functionality.

 

Organizational Leadership:

  • Actively serve on United Way’s Senior Leadership Team.
  • Develop and recommend goals and objectives for organizational short- and long-term planning purposes.
  • Increase awareness of United Way staff about information & referrals, coordinate internal communications.

 

 

Experience/Qualifications:

  • Bachelor’s degree in social work, human services administration or related field with 5 years progressive responsibilities in human services management.
  • Previous experience in information and referral and call center operations preferred.
  • Certification as a Call Center Manager preferred.
  • Previous supervisory experience required.
  • Must be able to plan, manage and deliver results on multiple projects; organize, prioritize and coordinate multiple work activities and meet critical deadlines.
  • Demonstrated ability to coach, mentor and motivate others in team-oriented environment.
  • Excellent customer service skills.
  • Demonstrated experience, understanding, knowledge of and comfort with public, non-profit and community-based health and human services systems and the broad field of information and referral.
  • Recognize stress and take 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.
  • Experience with MS Office Suite.
  • Proven ability to develop and manage departmental budgets.
  • Ability to seek out, establish and sustain key relationships with community and government leaders, funders and other key stakeholders.
  • Ability to pass and maintain a Level 2 background check.
  • Must be an effective communicator, both orally and in writing.
  • High level of integrity in managing confidential information.
  • Collaborative leader with an engaging, compelling presence; passionate about the role that 2-1-1 plays in connecting callers to safety-net services.

 

Salary and Benefits:

  • Competitive Salary – Salary commensurate with education and experience based on current market
  • Health Insurance – Generous zero to low-cost Medical, Dental, and Vision for employees and dependents
  • 401(k) Matching – Generous matching up to 6% of annual pay
  • Holidays – 11 paid holidays, two personal holidays, and four year-end bonus days
  • Vacation – Two weeks paid vacation
  • Flexible Schedule – Hybrid working environment with the ability to modify as needed
  • Vibrant Work Environment – office space in The Jessie in downtown Jacksonville, a nonprofit and community gathering space in a sustainable, state-of-the-art facility with free monthly parking
  • Leadership – Lead United Way’s strategic direction as a member of the Senior Leadership Team
  • Purpose – Help United Way transform NEFL into a community of opportunity and hope for ALL people
  • Employee Assistance Program
  • A fun, challenging, and inclusive culture

 

General Physical Requirements for Essential Functions of the Job:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to sit, talk, and/or hear. Continual use of the hands with wrist and finger movement using a keyboard is required. Specific vision abilities required by this job include long hours viewing a computer screen. The employee may occasionally travel using personal vehicle and/or work outside normal office environment.

 

Additional Information:
The attributes listed above represent our current thinking for the role. You can be a great candidate even if you don’t fit everything we’ve described below. You can also have important skills we haven’t thought of. If that’s you – even if you’re on the fence – we encourage you to apply and tell us about yourself! Unique equivalent skills and experience may possibly substitute for required position requirements.

We have built an environment that celebrates the differences in backgrounds and experiences. United Way invests in activities that lead to greater inclusion, diversity, and equity. We are an equal-opportunity employer and we especially encourage and invite members of traditionally underrepresented communities to apply.

United Way of Northeast Florida is an Equal Opportunity Employer and a Drug Free Work Environment.