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211 Assistant Manager

United Way of Asheville and Buncombe County
Asheville, NC

Relocation expenses: Not paid

Full time
3 - 5 years of experience
High School Diploma
$41,000 to $50,000 per year

Published on 5 Aug 2022

Expires on 19 Aug 2022

211 Assistant Manager

Remote - NC only. 

If you love working in a strong team environment and have a knack for supporting call center operations then United Way of Asheville and Buncombe County (UWABC) is where you need to be. The 211 Assistant Manager works with NC 211 Asheville Center’s staff, and must enjoy relationship building, coaching, utilizing data, and holding true to UWABC’s long term strategic vision.

This position is responsible for providing operational support to NC211 Asheville Center as well as providing information and referral services to 211 callers.


Supervisory Duties 

  • In partnership with Human Resources and 211 Manager, participate in hiring processes for 211 Community Resource Specialists (Specialists)

  • Partner with 211 Manager regarding training of new Specialists as well as ongoing training needs of Specialists 

  • Supervise assigned Specialists and provide regular formal and informal performance feedback

  • Utilize call and other metrics to coach Specialists

  • Monitor and respond to questions from 211 staff in Gchat channel and other technology platforms

  • Monitor 211 info email box

  • Approve bi-weekly timesheets, time-off requests, etc of assigned Specialists

  • Develop and monitor staffing/call schedule each week

  • Be on call for regularly scheduled nights and weekends throughout the year which can include answering calls as needed

  • Participate in the 211 Leadership Team including weekly meetings and creating and implementing annual work plans that support UWABC’s strategic and annual plans

Quality Assurance 

Ensure compliance with AIRS (Alliance of Information and Referral Systems) Service Delivery Standards:

  • Assist 211 Manager in the implementation of policies and procedures regarding the delivery of high-quality information, resource, advocacy, crisis intervention, follow-up, and contract-based services

  • Monitor quality assurance data from telephone system

  • Identify areas that Specialists are out of alignment and working towards training to be in alignment

    • Listen to Specialists’ calls to monitor quality

    • Update goal tracker with monthly statistics for Specialists

    • Provide periodic record checks to ensure proper documentation in database

  • Assist in troubleshooting technical support as needed for computer hardware/software

Resource Specialist 

Provide information and referral services in accordance with AIRS Service Delivery standards for regularly scheduled shifts or fill-in throughout the week:

  • Respond to requests for information from callers

  • Provide referral services to callers (including assessing needs, identifying appropriate resources, indicating organizations capable of meeting those needs, and providing enough information about each organization to help inquirers make an informed choice)

  • Actively support callers in gaining needed services by advocating and providing intervention on their behalf as appropriate

  • Provide follow-ups with callers according to protocol

  • Engage in risk assessment and link callers with crisis intervention services as appropriate

  • Follow protocol for provision of telephone coverage for 211 contract agencies, including connecting callers with on-call personnel and communicating changes in schedules as needed

  • Maintain accurate records of client information and resources given on each call

  • Maintain an acceptable level of call handling and customer service performance in accordance with 211 training and AIRS standards

  • Demonstrate and maintain proficiency in effectively using 211 software and equipment

  • Participate in regular 211 training and supervisory meetings as scheduled

  • Maintain communication with supervisors concerning barriers, changes, gaps, problems or issues in the information and Resource system

  • Perform other related duties as assigned

  • Participate in United Way activities as scheduled or requested

Minimum Requirements

  • High school diploma with at least 3 years of related experience

  • 2 years of staff supervision experience

  • Deep commitment to UWABC's guiding principles and ability to model those principles in relationships with colleagues and partners

Technical Skills, Abilities and other Requirements

  • Proficient with computers and software, including Google Suite, Zoom, and Asana

  • Ability to learn and use a variety of other software platforms (e.g. iCarol, Five9)

  • Ability to manage multiple priorities, maneuver complex work environments, engage in planning and problem-solving and execute details

  • Ability to define problems, collect data, establish fact and draw valid conclusions 

  • Ability to communicate (oral and written) with coworkers, donors, vendors, service providers and community in a clear, service-oriented and professional manner

  • Ability to foster and build a strong virtual team

  • Demonstrated ability to coach employees and address performance issues as needed

  • Holds self and other team members accountable for achieving results

  • Demonstrated ability to quickly learn new systems and skills as needed

  • Excellent interpersonal skills with the ability to manage sensitive and confidential situations with

  • tact, professionalism, and diplomacy

  • Ability to remain calm and effective in high pressure situations

  • High level of attention to detail and accuracy 

  • Teaching/training experience and skill

  • Ability to maintain a dedicated home office that is a confidential environment with high speed internet access or work from UWABC office in Asheville, NC 

Nice to Have

  • Previous experience supervising staff in a remote work environment

  • Bilingual English/Spanish

  • Previous 211 or call center experience

  • Bachelor’s degree in social work, sociology or related field

Physical/Mental Abilities:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals who are differently-abled to perform the essential functions.

While performing duties of this position, the employee is regularly required to:

  • Sit, stand, walk, reach with hands and arms
  • Talk and hear
  • Use finger and hand motion, including keyboarding
  • Use close and distance vision, depth perception, and adjust focus
  • Moderate stress level caused by tight deadlines
  • Use a computer for extended periods of time
  • Lift up to 20 pounds
  • Travel within the region occasionally

This position requires flexibility in schedule to provide troubleshooting for technology, on-call responsibilities and disaster response when necessary.

The team is currently 100% remote with plans to remain remote, with the exception of some monthly and quarterly meetings that will be held at United Way of Asheville Buncombe. 

This position is exempt from overtime regulations.

Reports To: NC 211 Director - Asheville Call Center

Supervises: 6-9 employees

Hours: 40/week, option of one of two shifts 7am to 3pm or 12pm to 8pm

Hiring Range and Benefits: $40,500 to $45,000 annually plus additional compensation for on-call schedule and full benefits, including paid vacation, sick and personal leave; employer contributions to 401(k), contributions to health, dental and vision insurance benefits, life,  disability insurance, self-care fund, and coaching and support

United Way of Asheville and Buncombe County is an equal employment opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.