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211 Call Center Director

Jacksonville, FL

Relocation expenses: Not paid

Full time
5 - 10 years of experience
Bachelor's Degree
$81,000 to $90,000 per year

Published on 10 Oct 2022

Expires on 10 Oct 2022

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211 Call Center Director

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.


Purpose of Position:

The Director, United Way 2-1-1 is an innovative, strategic 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.  The 2-1-1 Director oversees our 2-1-1 Contact Center and community database of more than 1,500 regional health and human services. The Director also supervises the 2-1-1 Operations Supervisor and the Resource Database Manager and provides support and guidance to several social service partners and agencies. 


As the public face of 211, the Director must be a collaborative leader, have an engaging, compelling presence, and be passionate about the role that 211 plays in providing safety-net services for the most vulnerable in our community.  The Director will provide oversight to daily operations, while also creating the infrastructure needed to support innovative products and new business lines.  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.


This position is responsible for the overall leadership of the 211 program, including development, and implementation of short and long-range plans and annual budgets.  A major and immediate area of focus will be on transitioning back to 24/7 operations (currently operating from 7a to 7p). and preparing the contact center and team for the national roll-out of the Suicide Prevention Hotline (988) in July 2022. 


Position is responsible for the management, evaluation, and reporting of direct services, implementation of internal controls to ensure program effectiveness, the recruitment and development of staff, and establishing rapport and fostering strong relationships with a variety of constituents, non-profit/governmental agencies and community groups.  Must be organized, able to quickly adapt to ever-changing environments while remaining calm under pressure, share responsibilities and job functions when needed and appropriate, highly computer literate, team-oriented, and motivated by a desire to help others achieve their best life.


Key Responsibilities and Essential Functions:


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 contact center, as well as the management of contracts that offer specialized services or information.  The Director currently assumes responsibilities for all aspects related to both Information & Referral and Crisis/Suicide Intervention.  With the rollout of the national Suicide Prevention Hotline (988), along with the increasing need for comprehensive community mental health supports and the anticipated increase in crisis/suicide calls, there may be a need to revisit the scope of responsibilities and duties of this position to ensure they remain adequate and realistic as a result of these pending growth factors.   


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 overall team leadership and oversight of 2-1-1 Information & Referral services and National Suicide Prevention Lifeline (NSPL) or 988 Crisis/Suicide calls and de-escalation.
  • Engages with the Alliance of Information and Referral Systems (AIRS) and the American Association of Suicidology (AAS) to ensure that 2-1-1 is implementing national best practices and operates with the highest standards.
  • Ensures that policies, procedures and protocols are current and followed.  Identifies need for new/revised policies and procedures.
  • Continues to implement and improve 2-1-1 processes and practices for both the contact center and resource database.
  • 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/recommends goals and objectives for organizational short- and long-term planning purposes.
  • Works closely with Head of Basic Needs in addressing challenges, barriers or significant changes to the program. 
  • Oversees the research, negotiation, implementation and accountability of all contracts and MOUs.
  • Oversees grant and contract management that requires reporting to funding partners and monitoring expenses (in conjunction with Finance Department.)
  • Develops and manages program budget.  Makes reasonable budget projections.  Ensures that the program remains within budget.  Makes effective use of all resources.
  • Seeks out, researches, supports, and pursues funding opportunities, including funding available from local, state, and federal agencies.
  • 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.
  • Works with community leaders to prepare for and respond to local and statewide disasters.
  • Assumes other duties as assigned


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 (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 provides staff with available training for ongoing professional development.
  • In partnership with Operations Supervisor, prepare staff for AIRS and AAS accreditation/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 understand current community conditions and needs. 


Specifically, the Director will:

  • Ensure that the 211 Database is effective, up to date and representative of Northeast Florida by overseeing the Resource Database team.
  • Become proficient and effective at training staff on software and telephony systems and resource database
  • Be responsible for the management of 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.
  • Work in close collaboration with staff and changes associated with 988 implementation, serving as a resource, thought leader, and staff connector as the 2-1-1- system expands to include 988 services and support.
  • Be responsible for the development and implementation of a 24/7 text, chat and email response system, in partnership with vendors and Operations Supervisor
  • 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 at both the contact center and individual agent levels and develop strategies to help ensure performance goals are consistently met.
  • Oversee the collection, analysis, and use of call data to identify emerging needs.
  • Assist Marketing Department with website maintenance and ensure functionality.


Agency and Community Relationships

The Director is expected to establish and build effective relationships with a diverse group of community stakeholders. They 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 will:

  • Facilitate and maintain a strong network with community organizations.
  • Attend community, regional and/or statewide meetings or events to provide information or make presentations on the role of 211.
  • Work with the United Way’s Director of Marketing to develop and implement a comprehensive marketing and communication plan.
  • Increase awareness of United Way staff about information & referral/crisis & suicide prevention; coordinate internal communications.



Experience/Position Requirements:

  • Bachelor’s degree in social work, human services administration or related field with 5 years progressively responsible experience in human services management required.
  • Previous supervisory experience required.
  • Experience in call center management evaluation and/or supervision preferred..
  • Certification as a Call Center Manager and previous experience in information and referral preferred.
  • Ability to manage outcomes and performance in a changing and expanding work environment.  Must be able to plan, manage and deliver multiple projects; organize, prioritize and coordinate multiple work activities and meet critical deadlines
  • Strong leadership skills, ability to motivate others in team-oriented environment.
  • Excellent customer service skills.
  • Must have 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.
  • 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.
  • 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 desirable
  • Demonstrated ability to coach, mentor and motivate staff.
  • Must be an effective communicator, both orally and in writing.
  • High level of integrity in managing confidential information.
  • Broad knowledge of human service delivery systems in Northeast Florida.



Cultural Core Competencies Required:

  • Mission Focused: Creates real social change that leads to better lives and healthier communities. This drives performance and professional motivations.
  • Relationship Oriented: Places people before process and is astute in cultivating and managing relationships toward a common goal.
  • Collaborator (Includes teamwork and communication): Understands the roles and contributions of all sectors of the community and can mobilize resources (financial & human) through meaningful engagement. Strong supporter of a team environment.
  • Results Driven: Dedicates efforts to shared and measurable goals for the common good; creating, resourcing, scaling and leveraging strategies and innovations for broad investment and impact.
  • Brand Steward: Understands role in growing and protecting the reputation and results of the greater network.



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 monitor screen. The employee may occasionally travel using personal vehicle and/or work outside normal office environment.


This description is not designed to contain a comprehensive inventory of all responsibilities and qualifications required of all team members assigned to this position. It is intended only to describe the key elements relative to each section. Also, duties and/or requirements of this position may be modified, added or deleted at any time. This supersedes all descriptions previously written for the same position. Unique equivalent skills and experience may possibly substitute for required position requirements.


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