Manager, 2-1-1 Operations

Employment Status: Full-time 

United Way of the Bluegrass (UWBG) works to create the opportunity for all members of our community to have a better life. We focus on the building blocks of a good life — a quality education, financial stability for individuals and families, and good health. The work of UWBG focuses on strategic initiatives, public education, advocacy, outcomes and evaluation, development and strengthening of partnerships/collaborations, convening, resource mobilization and investment, as well as backbone and engagement strategies and activities. We bring together the voices, expertise, and resources to define, articulate, and implement a common agenda for change across our region. That is what it means to "Live United" in Central Kentucky. 

 POSITION

 The role of the Manager, 2-1-1 Operations is to provide leadership for UWBG in all aspects of its 2-1-1 operations. The Manger leads all relevant 2-1-1 activities including staff coordination, service delivery, data collection and reporting, accreditation, emergency management, certification, and grant(s) compliance.  S/he creates and implements strategies to maintain and improve the daily operation of 2-1-1.  S/he leads strategic thinking and planning as the lead on the implementation of operations improvement, accreditation, and other, as needed, operational strategies.  The Manager oversees all additional components of the daily operation of 2-1-1 and other duties as assigned by the Director, 211.  

• Under direction of 211, Director, effectively allocates appropriate UWBG resources to achieve maximum utility.  
• Demonstrate a high level of accountability and initiative in managing call center staff and special projects that come through 211. 
• Develop and monitor Key Performance Indicators for team. 
• Oversees implementation and continuation of the 2-1-1 Alliance of Information and Referral Systems Call Center Accreditation and individual staff certification(s).  

LEADERSHIP

• Leads strategic efforts related to all 2-1-1 operations.  S/he guides program implementation, expansion, and maintenance with a sound strategic vision with guidance from executive staff. 
• Leads strategic plan for implementation and continuation of the 2-1-1 Alliance of Information and Referral Systems Call Center Accreditation and individual staff certification(s).  
• Address and elevate challenges with a solution-focused mindset. 
• Elevate risks, resource needs, or grant compliance issues promptly. 

OPERATIONS

• Assumes complete oversight authority for the daily operation of the 2-1-1 call center. 
• Directs and manages all call center staff in all areas of work including scheduling and staffing coverage and ensures that 2-1-1 staffing levels are sufficient to always handle anticipated call volumes. 
• Under direction of 211, Director, continually improves operational efficiency of service integration initiatives, revises policies, procedures, systems, etc. to create additional efficiencies. 
• Oversees development and delivery of trainings for staff. 
• Maintains 2-1-1 call center’s physical infrastructure and maintains relationships with contracted vendors.  
• Serve as technical expert on all call center platforms and troubleshoots with vendors when needed. 
• Support in hiring and staffing processes for call center navigators.  
• Directs monitoring and evaluation efforts for all service integration functions, including 2-1-1, and responds to requests for information from executive staff. 

OTHER

• Represents 2-1-1 at meetings, events, presentations, and other such activities as requested or required by Director, 211. 
• Other duties as assigned 

SUPERVISORY RESPONSIBILITIES

Yes 

 QUALIFICATIONS 

Education Requirements: 

• Bachelor’s Degree in social work, organizational management, or related field required. 

or

• Master’s Degree in Business, Public Administration, Non-Profit Management or related field preferred.  

Experience required: 

• At least 4-8 years employed in a 2-1-1 and/or call center, information and referral call center, and/or Alliance for Information and Referral Systems Accredited call center.  
• At least 1-2 years of managerial experience in a call center preferred.  
• Computer literacy, particularly in Microsoft Office

**Experience can substituent for education for on a 2 to 1 basis.   

Skill requirements: 

• Strong organizational skills 
• Excellent oral and written communication skills 
• Strong project management skills with timely and consistent attention to follow up 
• Personal leadership within a team environment – multi-tasker, self-motivated and takes initiative, shares credit and takes responsibility for actions 
• Effective problem solver and decision maker 
• Computer and telephony literate: MS Office Suite; database knowledge required 

Other Requirements:  

• Must be willing to work non-standard work schedule including nights, weekends, holidays and other unusual hours.  

The employee is regularly required to communicate clearly and effectively, both orally and in writing, with others in person, over the phone, and via other communication devices. The employee must be able to transcribe information, read extensively, prepare and analyze data and figures, and operate a computer and other standard office equipment.Occasional travel is required to UWBG facilities and community partner locations, where the employee will be responsible for setting up displays and presentations in both physical and electronic formats. The employee must possess a valid driver’s license, maintain an insured vehicle, and have reliable transportation to travel throughout UWBG’s ten-county service area. Additionally, the employee must have the ability to lift, carry, push, and/or pull objects weighing up to 25 pounds.  

• Valid Kentucky Driver’s license required and a reliable insured automobile to be used for work-related travel, 0-25% of work time.
• Inform USA Community Resource Specialist (CRS) certification is required within one year of eligibility to maintain employment.

WORK ENVIRONMENT  

 This position is 100% remote and must comply with the UWBG remote work policy. Home office must have reliable internet access and limited distractions.  Occasional travel is required to outreach related events and UWBG staff meetings.   

EXPECTED WORK HOURS 

Monday–Friday, 37.5 hours/week. Work schedule set within 7:30 AM–6:00 PM. Occasional evenings/weekends may be required.