Position Title: Manager, 211
Reports To: Vice President, Community Impact
Supervises: Ambassador, United Way and 211 Volunteers, interns and others as needed
FLSA Status: Exempt, Full-time
Salary Range: Commensurate with experience and qualifications
Benefits: Comprehensive Benefits Package
Purpose of Position:
Like 911, 211 is a nationally recognized, easy to remember phone number that instantly connects people in need with community resources. The purpose of 211 is to connect individuals who need help with the right human services in their local community. The 211 service is widely available across the country including in Lake County.
United Way of Lake County (UWLC) is seeking an innovative individual passionate about serving others to develop and lead a team in ensuring that 211 Lake County excels in the delivery of referral services and information to the residents of Lake County. The 211 Manager will be responsible for ensuring that 211 Lake County provides a positive experience for individuals, non-profit organizations and government agencies and is a valued partner to stakeholders throughout the county.
- Manage the relationship with 211 Lake County’s call center provider Interface Children & Family Services (ICFS). Responsible for the overall performance of 211 Lake County service provision agreement, oversight of 211’s quality assurance plan and working with internal staff and ICFS to ensure 211 meets key performance indicators.
- Serve as a key advisor to the Vice President, CI and 211 in identifying and developing strategies for enhancing and expanding 211 Lake County programs and services.
- Provide oversight and guidance to ensure 211 Lake County priorities are met within established budgetary and time parameters.
- Manage the 211 Lake County team, ensuring high performance standards are met.
- Develop and maintain key regional and state 211 relationships, including serving as a liaison with local lead agency representatives; leading the Lake County Advisory Council; maintaining relationships with 211 leaders outside of the Lake County’s geographic footprint.
- Analyze 211 Lake County data to ensure that current programs and services are achieving established goals and for use in developing additional programs and services.
- Serve as a public spokesperson for 211 Lake County and United Way of Lake County at community events, public meetings, conferences and other external opportunities.
- Collaborate with United Way staff to create 211 Lake County reports, presentations, and proposals.
- Collaborate with United Way staff and community partners to identify and pursue opportunities for 211 program and services refinement and expansion to ensure the sustainability of 211.
- Develop and maintain key relationships for advancing 211 Lake County with the community leaders, service providers and local government agencies.
- Work closely with the Vice President, CI and UWLC’s Resource Development department to integrate 211 into the United Way of Lake County’s fundraising initiatives and overall strategies.
- Collaborate with UWLC's Marketing department to increase awareness of 211.
- Champion UWLC’s Core Values and Diversity, Equity and Inclusion (DEI) initiatives.
- Excellent communication and presentation skills: able to communicate effectively with diverse groups and individuals, both orally and through written material.
- Strong leadership and management skills and experience managing team members and cross-departmental relationships.
- Proven ability to manage several competing priorities and meet deadlines in a fast-paced environment.
- Ability to establish effective working relationships with staff, vendors, and volunteers. A team player capable and willing to support all aspects and jobs required for successful implementation of individual and organizational initiatives.
- Experience leading cross-functional teams.
- Effective organizational skills and attention to detail.
- Strong data integrity and analysis skills.
- Ability and willingness to travel regionally and within Lake County.
- At least 5 years of experience managing within a health and human services environment including an extensive understanding of the social services referral and delivery system.
- Experience with another 211 service strongly preferred.
- At least 3 years’ experience managing a high-performing team.
- Proven ability to design and implement effective processes and programs.
- Ability to quickly learn and achieve proficiency with modern technology system processes and reporting.
- Experience managing budgets.
- Demonstrated complex project management experience.
- Guided by a clear set of Core Values and behaviors. The 211 Manager will join an impressive group of individuals and contribute their diverse set of experiences, skills, and characteristics to the organization.
- Accepts guidance and responds well to feedback.
- Displays maturity, good judgment, enthusiasm, and personal motivation.
- Strong interpersonal skills including the ability to anticipate workload and effectively cultivate and leverage relationships with colleagues and manager to meet deadlines.
- Collaborative entrepreneurial spirit, ability to multi-task and prioritize concurrent projects and day-to-day tasks within a high production and fast-paced environment.
- Demonstrated commitment to serving others, social justice, and diversity, equity and inclusion.
While performing the duties of this job, the employee is occasionally required to sit, stand, walk, drive/operate a car, lift and carry bags and boxes of approximately 10 pounds; talk or hear, read, use hands to finger, handle or feel objects, reach with hands and arms; climb stairs, stoop, kneel, or crouch, type, operate a computer and other business equipment.
Proof of full COVID-19 vaccination required.