POSITION TITLE: Director of 211 United 

FLSA STATUS: Full Time/Salaried-Exempt 

DEPARTMENT: 211 United 

REPORTS TO: CEO 

COMPENSATION: $50,000-$60,000, plus elective health, vision, dental benefits available for employee

TO APPLY: Please submit both cover letter and resume to alli@uwrome.org, subject: Director of 211 United Position.

POSITION PURPOSE: 

Under the direction of the Chief Executive Officer, the Director of 211 United will lead the start-up and implementation of 211 United referral services, and is responsible for its ongoing management and growth, which covers a 3-county footprint in Northwest Georgia. The Director of 211 United will be a key people leader, building and managing the 211 United and Resource Directory team. The Director will assist in identifying, implementing, and be the ongoing technology lead for all platforms and programs related to optimizing and growing 211’s impact and must have an inclination for metric-driven performance management. The Director will also serve as the lead partner for external partners needing to partner with 211 United. 

KEY RESPONSIBILITIES: 211 UNITED OPERATIONS 

Oversee the daily operations of 211 United Information and Referral Services 

Supervise and evaluate 211 United staff, volunteers, interns, etc. 

Develop and maintain 211 United policies and procedures. 

Develop process improvement plans for all aspects of 211 United services, Resource Directory, and affiliated programs and tools. 

Ensure complete high quality customer service through development, implementation  and enforcement of call center performance standards, including: data entered into  platform, customer service, performance data. Ensure Inform USA standards are upheld. 

Provide support to de-escalate conflict and resolve issues. 

Maintain confidentiality of all clients.  

Develop staff schedules to provide adequate coverage of 211 United services, including  availability of bilingual staff. 

Conduct administrative duties which may include: timesheets, mileage, process  purchases, schedule training, approve PTO, etc. 

Participate in local, regional, and other  meetings as required and facilitate 211 United meetings. 

Facilitate and maintain scheduled plan for 211 staff certification and recertification through Inform USA. 

Participate in Inform USA, United Ways of Georgia, United Way Worldwide, 211.org, and other related meetings to stay up-to-date on 211 trends that will impact service delivery. 

KEY RESPONSIBILITIES: RESOURCE DIRECTORY

Oversee staff/volunteer management of operations of the resource database and the updating of the 211 United Resource Directory. 

Conduct and/or review and evaluate work being conducted on the Resource Directory and provide support as needed. 

Meet with the staff/interns/volunteers to discuss the annual plan and ensure the plan is being accomplished throughout the year. 

Participate in meetings related to 211 United technology platforms to stay abreast of updates and maintenance.  

Participate in relevant meetings within each county in order to maintain a partnership that is conducive to the continuation of 211 United services.

Generate monthly reports regarding 211 United services usage and evaluate success of the program. 

Respond to 211 United services inquiries/serve as back-up support on calls as appropriate. 

Lead customer service improvements by developing customer surveying and process  improvement strategies.

KEY RESPONSIBILITIES: TECHNOLOGY 

Administer 211 United database systems. Maintain all licenses, contracts, etc.

Ensure implementation and monitoring of efficiency improvements, changes to operations, and continuous improvement of data processing and data management solutions.  

Perform system customization as needed to all systems.

Assure compatibility and efficiency of database applications through ongoing system monitoring and evaluation.

Serve as lead contact with United Way Worldwide’s National Data Platform initiative and state-wide initiatives with other 211s across Georgia. 

Design and recommend processes, systems, procedures, and operational changes to increase efficiency and effectiveness of the databases.

Stay informed on I&R technology and industry standards and innovations. 

Perform trouble-shooting tasks to help diagnose and correct system problems. 

Work with software vendors to coordinate technical support and solutions. 

KEY RESPONSIBILITIES: DATA ANALYSIS AND REPORTS 

Work with 211 United team and CEO to generate reports and conduct appropriate evaluations to assess effectiveness of staff scheduling/performance, telephony, platforms, etc.

Identify effective program metrics measurements. 

Generate effective daily, monthly and quarterly program metric reports. 

Work with the CEO to analyze data and survey results and prepare data as requested for various funders and partners. 

KEY RESPONSIBILITIES: MARKETING AND COMMUNITY ENGAGEMENT

Work with the CEO to ensure the  Marketing team has updates on the progress of all 211 United services to be used in year round communications.  

Interface with the CEO on programmatic needs,  promotional opportunities, events, etc.

Coordinate and interface with UWFPC team to ensure consistency of  communications

Recruit/train/supervise/utilize ancillary personnel, including agency volunteers, interns, volunteers as needed for all departmental needs. 

Innovate new ways to utilize and promote the data generated out of the 211 United program to support design of solutions to community issues. 

KEY RESPONSIBILITIES: FISCAL MANAGEMENT 

Responsible for being fiscally accountable for expenditures made by 211 United within the parameters of the Board approved budget. 

Provide all documentation necessary for proper processing of expenses, revenue, program fiscal issues, etc.to the CEO. 

Explore other revenue streams for services expansion, etc. 

Provide program documentation and data as needed to ensure funding continuation for 211. 

Provide funder required reports for accountability of funding and management of the program.  

MINIMAL JOB REQUIREMENTS 

Education: Bachelor's degree in health and human services, business, or related field, or extensive I&R supervisory background

Management Experience: 3 years of management and supervisory experience with a focus on building culture of excellence and improving operational performance  

Must be highly motivated and self-directed.

Proficiency in Google Workspace.

Tech savvy and highly adaptable. 

Strong problem solving, analytical, and organizational skills with excellent attention to detail.

Experience and skill in performing data analysis and reporting. 

Proven ability to effectively manage multiple priorities. 

Must exhibit solid interpersonal skills and effective communication in working with various personnel inside and outside the organization.

ADDITIONAL SKILLS PREFERRED 

Supervisory Information & Referral skills.

Knowledge of human services program delivery.

Experience with telephonY/terminology and I&R software.

Exposure to team facilitation and project management. 

Experience and skill in performing data analysis and reporting. 

POSITION TYPE/EXPECTED HOURS OF WORK 

This is a full-time position. 211 United services are available Monday through Friday, 8:00 am to  5:00 pm; this salaried role may work additional hours as needed.