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211 Program Manager

Fresno, CA

Relocation expenses: Not paid

Full time
3 - 5 years of experience
Bachelor's Degree

Published on 14 Nov 2022

Expires on 1 Dec 2022

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211 Program Manager


Are you passionate about syncing community resources and helping meet people where they are? Are you a connector? Someone who loves to build partnerships and ensure that real people get access to what they need to thrive? Are you committed to new solutions to age-old problems focused on community solutions? If you are an experienced analyst or human services provider who’s ready for a rewarding opportunity to support the 24/7 hotline/helpline for Fresno and Madera counties while working closely with the Director of Impact to build and leverage community partnerships, then this is the job for you!  

This position reports to the Director of Impact and working closely with the rest of the team, this position leads and supports the 211 system for United Way Fresno and Madera Counties to ensure effective operations. This position will be integral in leading the next phase of the 211, adding coordinated service delivery, beyond the one-sided referral. The 211-program manager will oversee all aspects of the 211 Fresno County including, quality of call handling, resource management, reporting, and regionalization of the program, community outreach and marketing. The 211 is a critical resource during times of disaster and in a time of disaster this person will ensure updated information is available for callers. The goal of this position is to offer critical resources to working families and provide immediate community resources and referrals with the goal for people to have opportunities to thrive. As the 211 is developed into a whole person care model (going beyond one-time referrals), this role will monitor and support wrap around services and report out on case management and will work closely with the Impact Director on the coordination fo community benefit organizations. The successful candidate will have a demonstrated ability to work closely with other team members to reach the identified goals (including both leadership and line staff). This position will involve working closely with the Impact Director and Vice President on regular ongoing 211 program development and opportunities to enhance existing community relationships and services.  

Essential Functions 

  1. Oversee and monitor the 211 call center vendor contract to ensure high quality customer experience. 
  2. Coordinate with the 211 vendor regarding UWFM calls, facilitating updates, information, coordination, resources, quality assurance, and other duties related to an effective 211 call center.   
  3. Monitors Quality Assurance and 211 contract to ensure the ongoing delivery of high-quality information and referral operations and conformity to contractual requirements and agency policies/industry standards; makes adjustments or recommendations for staffing, policies and procedures as necessary. 
  4. Working with the United Way team, prepare reports for ongoing data collection and 211 analysis, including actively supporting contracts and grant applications.  
  5. Working closely with the Impact Director, support community based organizations on information exchange and case management services embedded in the 211. This will also include coordinating community meetings.  
  6. Ensure community awareness of 211 and facilitate presentations to support organizations usage of 211 and upkeep of the data for optimal quality assurance.   
  7. Represent 211 and United Way Disaster Services at local, regional and national levels as applicable. 
  8. Support grant and contract development for 211 programs and operations which includes research, application, writing, supporting budget development. 
  9. Ensure that all resources are updated, and compliance standards are achieved in accordance with contractual obligations and AIRS standards. 
  10. Must be able to juggle multiple time-sensitive projects simultaneously on a continuous basis to communicate on the phone and in person, to work extended hours as needed, work with minimum supervision, exercise sound judgment at all times and be at work, consistently, on a full-time basis. 
  11. Must possess the ability to read, analyze, and interpret program reports, financial reports, and grant/funding guidelines; to routinely write reports and correspondence; to respond to inquiries or complaints from residents, regulatory agencies, and community-based organizations; to effectively present information to community groups, residents and/or boards of directors. 
  12. Ensure that all phone calls and requests for information are handled in a professional manner; communicate effectively on the phone and in person; have a pleasant voice and good grammar; work with minimum supervision; exercise sound judgment; be able to deal with problems; strong familiarity with Microsoft Word, Excel, Internet Explorer, and Outlook; have a knowledge of office practices and procedures, including filing and the operation of standard office equipment; be at work consistently as scheduled. 
  13. Understanding of the technology required for a call center and be able to generate reports supporting the work of the 2-1-1 Call Center in a manner that is communicative to other organization staff, board of directors, and news media. Knowledge of iCarol, Five9, and EMS Testing platforms preferred.  


Knowledge, Skills and Expertise 

  1. Related work experience including community engagement, program development and ability to generate resources (fundraising). 
  2. Ability to manage multiple time-sensitive projects simultaneously and prioritize accordingly. 
  3. Community building environment experience including knowledge in non-profit.
  4. Strong computer skills including Microsoft Office. 
  5. Strong written and oral communication and the ability to make presentations and lead meetings. 
  6. Ability to understand ensuring equity and access for all and how to improve systems to increase equitable access. 
  7. Bilingual in Spanish strongly preferred. 

Education and/or Experience  

Bachelor’s degree in nonprofit, public or business administration, social work or related human service or administrative field. Minimum of 3-5 years relevant experience. Or a combination of education and experience. 

Certificates and Licenses  

Driver’s License and verifiable automobile insurance  

Work Environment 

The typical work environment is in-doors in an office with air conditioning/heat with a mixture of natural, incandescent and florescent light with some outdoor work for events, largely for outreach or campaign and some driving across Fresno and Madera Counties and occasionally for work-related travel out of area. Typical noise levels of indoor building with open shared space. This is sometimes muted with closed doors, carpeting and wall panels, but when there are events in the main spaces (like the multi-purpose room or Free Tax Preparation season), it can get noisy during these special events or seasons. The travel across Fresno and Madera Counties is typically to staff an outdoor event, attend a public or partner meeting or event. Some of these are indoor and some are outdoor with exposure to weather and temperature extremes and moderate to high noise levels. This position requires the ability to work with others both in small and large group settings. At times this position may include periods of extended physical activity such as working/standing at community events and/or moving and setting up equipment. Employee should be able to lift up to approximately 50 lbs. Employee is frequently required to meet multiple demands of several people and multiple deadlines or time sensitive projects. 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. 


This job description lists typical examples of work and is not intended to include every activity or job function specific to a position as special projects arise and funding changes (which impacts day to day work). An employee may be required to perform other related duties not listed in the job description provided that such duties are characteristic of the position.  

Equal Opportunity Employer 

United Way Fresno and Madera Counties does not discriminate on the basis of race, color, religion, origin, gender, national origin, age, marital status, military service, disability or sexual orientation. Reasonable accommodation provided upon request. All applicants tentatively selected for this position will be required to pass a background screening and submit to any required tests to screen for illegal drug and alcohol use prior to appointment. Application evaluation may involve interviews, written tests and/or other appropriate screening tools. The signature below constitutes applicants understanding of the requirements, essential functions and duties of the position.