211 Program Manager

211 Program Manager
Full-time exempt position, reporting to the Senior Director of Programs
Salary range $66,560 to $68,000 annually, commensurate with background and experience
The position is based in Redding, CA. The company does not pay relocation costs
To apply, submit a cover letter and resume.
Application deadline is Friday, Feb. 16, 2024

The Mission and Opportunity

211 NorCal operates in Shasta, Tehama, and Siskiyou counties and provides free social services information and referrals to residents 24 hours a day, seven days a week, 365 days a year. The service is available through call, web (211norcal.org), and text services. Common referrals are for housing; food; utility assistance; counseling and addiction services; free or low-cost legal assistance, and transportation.

211 NorCal is experiencing growth due to increased awareness of the service; new contracts for outreach on specific health and child development issues; planned expansion to neighboring counties (for example, Plumas County service is envisioned within the next 12-18 months), and 211’s utility as an easy-to-remember number for public information during times of disaster. Because 211 is always “on,” and because its scope can encompass any social services need, possibilities for service and expansion abound.

United Way of Northern California (UWNC) operates 211 NorCal. The program is a central element of the agency’s mission to fight for the health, education, and financial stability of all residents, and to be there during times of crisis. Through the maintenance of the 2-1-1 database, UWNC connects with virtually all social services and emergency response agencies in the region. The continued effectiveness and expansion of 211 is critical to UWNC’s strategic future.

Job Summary

The 211 Program Manager will ensure operational excellence of the 211 social services helpline and its related services. The Program Manager will supervise the resource database team and oversee 211 NorCal’s relationship with its outsourced Call Center. Working closely with the UWNC President & CEO, Senior Director of Programs, and the agency’s senior leadership team, the Program Manager will help shape strategic direction for the service, looking for new opportunities to expand mission and revenue. The 211 Manager will ensure effective communications and collaboration with key stakeholders including valued funders; the UWNC Board of Directors and its Community Impact Committee; the 2-1-1 Advisory Committee; state 2-1-1 provider networks; non-profit partners, and emergency response agencies.

Principal Job Responsibilities
•Supervise the 211 resource database specialist and database contractor; oversee the collection and maintenance of resources for the 211 NorCal database and the maintenance and development of the 211norcal.org website
•Coordinate updates to 211norcal.org; provide materials as needed to the web contractor
•Serve as the principal contact for the 211 Call Center and database software vendor
•Serve as the principal contact for 211 funders and program partners
•Coordinate effective communications and project implementation with partner agencies in Shasta, Tehama, Siskiyou, and Plumas County
•Working with senior leadership, develop and implement program goals for 211 with an eye toward innovative initiatives that advance the mission and provide revenue opportunities
•Working with the President & CEO, Senior Director of Programs, and, as needed, the Chief Development Officer, locate and apply for grants and contracts
•Ensure all activities mandated by contract are executed and that contracted reporting is completed in a timely fashion
•Ensure drafting and implementation of marketing and communications efforts aimed at spreading awareness and mobilizing public support for 211
•Staff and support the agency’s 211 Advisory Committee
•Provide reports on usage of the service and other operational data on a regular and ongoing basis
•Respond quickly and decisively to ensure effective mobilization and utilization of 211 during times of crisis and disaster
•Represent the CEO, other agency leaders, and United Way as needed and assigned to community and sector events
•Other duties as assigned

Key Skills, Attributes, and Competencies Desired
•Passion for community service
•Strong project management skills
•Entrepreneurial mindset; ability, willingness to think “out of the box”
•Thinks strategically; gathers and uses data effectively
•Goal oriented; outcomes driven
•Collaborative; operates effectively in a team
•Personable; builds and maintains relationships
•Ability to engage with and relate positively to diverse audiences
•Good negotiator
•Manages time well; ability to multi-task; tolerance for ambiguity
•Clear thinker and communicator
•Effective presenter
•Poised and resilient

Qualifications
•Minimum Bachelor’s degree, or equivalent work experience, in health and human services, business administration, public administration, or related fields.
•Minimum three years experience in the non-profit field, or in government or private-sector work that intersects with social issues.
•At least two years of management/supervisory experience.
•Proven track record of working with multiple agencies or entities to accomplish mutual objectives.
•Knowledge of regional social service issues and agencies is a plus.
•Bilingual/multilingual is a plus.
•Experience with a call service, call center, and/or helpline is a plus.
•Able to work on a keyboard comfortably through an eight-hour shift.
•Able to lift up to 15 pounds.

United Way of Northern California offers medical, dental, and health benefits; paid vacation and sick time; 12 paid holidays per year; company-paid life insurance, 401k Retirement Savings Program, and an Employee Assistance Program.

This position involves occasional travel and occasional work beyond normal business hours.

United Way of Northern California is an Equal Opportunity Employer.

All UWNC employees are required to have been vaccinated against COVID-19.

Commitment to Diversity and Anti-Racism
United Way of Northern California is strongly and deeply committed to principles of diversity, equity, inclusion, and anti-racism. We provide equal employment opportunities to all applicants without regard to race, ethnicity, religion, creed, color, nationality, gender, gender identity, genetic information, sexual orientation, age, ancestry, physical or mental disability, medical condition, and marital status. We do not tolerate discrimination or harassment in any form.

We strive to ensure that our staff and our volunteers – including volunteer leadership on our Board of Directors and its committees – reflect the diversity of the communities we serve.

Our policy is to treat all with dignity and respect, including – but not limited to – staff, volunteers, clients and prospective clients, colleagues at other non-profits, donors, employees of government agencies and businesses, people attending our events, and members of the public in general.