OVERVIEW: United Way 211 is a free, confidential service that can connect people via phone, email, or text who are in crisis to a wide range of resources and services across Kansas (not just United Way funded partners). We don’t just “patch people through” to agencies. We dig deep to understand what’s happening and connect them with the resources that best meet their needs, not just the one that prompted their call or text.
The 211 Database Manager has both individual and shared responsibility and accountability for delivering quality, professional help to 211 clients. The primary responsibility of the 211 Database Manager is to maintain the database of resources for the communities we serve and have expertise in the gathering, organizing, indexing and dissemination of information about programs/services and the organizations that provide them. This person will be a critical member of the team in assuring that the resource database contains complete and correct information about resources and services available in the community so that Call Specialists can accurately and efficiently assist people who contact 211. The 211 Database Manager is also expected to act as a 211 Call Specialist as needed. The 211 Call Specialist is United Way 211’s front-line representative to the public and takes calls on a scheduled basis that varies among shifts. Calls range from providing immediate simple information to cases of complex social problems involving time spent in research, advocacy, and crisis intervention.
JOB REQUIREMENTS: Must be able to work under specific instruction; work independently; make independent judgments; perform accurately under stress; use a computer to complete job functions; relate effectively with people from all economic, racial, age, ethnic, and social groups; have a strong desire to provide appropriate help and assistance to any person in need; use effective verbal and written communication skills; adapt to a changing workload while maintaining standards of high quality; demonstrate a willingness to stay informed on human services in general and perform a variety of duties. Preferred: Bachelor's Degree or equivalent experience, minimum of one year of database management experience, and prior experience with human services and/or information referral.
WORKING RELATIONSHIPS: Works with governmental, religious and non-profit service agencies; people who contact 211; other United Way of the Plains employees, and volunteer staff.
POSITION RESPONSIBILITIES:
- Follows general direction of the 211 Coordinator.
- Researches agencies in the 211 service area that might fit the criteria for inclusion in the 211 database and contacts those agencies to inform them about the 211 service and request their information for database inclusion.
- Completes an annual update on all agencies currently in the 211 database.
- Develops relationships with agencies in the 211 database to encourage the sharing of information related to time sensitive events or changes.
- Properly indexes services in the 211 database using AIRS taxonomy.
- Answers United Way 211 calls on an assigned schedule.
- Works toward achieving departmental goals: i.e. abandonment rate, response time, follow-up, etc.
- Stays informed on broad social issues, programs, and changes in services.
- Represents United Way 211 effectively to agencies and groups both on the telephone and in person.
- Attends staff meetings, conferences and workshops in order to improve professional skills.
- Works on a shift other than regularly scheduled one, as needed.
- Performs work which has impact outside the organization and which must comply with organizational standards.
REPORTS TO:
Position works under general direction of the 211 Coordinator. Requires directing, planning and arranging own work in relation to overall set objectives of the 211 Call Center. Work subject to review and approval by the 211 Coordinator and others.
TRANSPORTATION REQUIREMENTS:
Certain responsibilities are occasionally carried out outside the United Way office. Driving is required, therefore, must have access to a vehicle and possess valid driver’s license and proof of insurance.
ENVIRONMENTAL CONDITIONS:
The 211 Call Center is located in the United Way of the Plains building under customary office conditions (cubicles, computers, phones, etc.).
WORK SCHEDULE:
Performs functions of the position based on eight-hour shift assigned primarily during the hours of 7:00 a.m. – 7:00 p.m., Monday through Friday, though extended hours may be warranted at any point in time.
HOW TO APPLY:
Submit your application through this LinkedIn page. https://www.linkedin.com/jobs/view/3026010066
Core Competencies for all United Way Professionals
- Mission-Focused: The United Way Professional’s top priority is to create real social change that leads to better lives and healthier communities. This competency drives their performance and professional motivations.
- Relationship-Oriented: The United Way Professional understands that people come before process and is astute in cultivating and managing relationships toward a common goal.
- Collaborator: The United Way Professional understands the roles and contributions of all sectors of the community and can mobilize resources (financial and human) through meaningful engagement.
- Results-Driven: The United Way Professional is dedicated to shared and measurable goals for the common good including creating, resourcing, scaling, and leveraging strategies and innovations for broad investment and impact.
- Brand Steward: The United Way Professional is a steward of the brand and understands his/her role in growing and protecting the reputation and results of the greater network.
The United Way of the Plains is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of, race, color, religion, gender, age, national origin, military status, veteran status, handicap, physical or mental disability, sexual orientation, gender identity, genetic information or any other characteristic protected by law.
More information about the United Way of the Plains can be found at www.unitedwayplains.org