Nonprofit Program Operations Manager

Reports To: President and CEO

Location: Must live in Wisconsin

PURPOSE OF POSITION:

United Way of Wisconsin manages 211 Wisconsin, implementing the policies and directives of the 211 Wisconsin Board and partnering with active, local 211 contact centers. 211 Wisconsin is the statewide coordinating body for 211 Information and referral services in Wisconsin. The position of 211 State Operations Manager works closely with the UWWI President/CEO and the 211 Board to provide leadership to the organization and statewide system.

KEY RESPONSIBILITIES:

The duties listed below are intended only as illustrations of the types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment.

Operational Leadership

• Establishes and maintains working relationships with federal, state, and local governments; public and private organizations; and other agencies to promote awareness and support for 211’s mission, goals, and values to the people of Wisconsin.
• Manage funded programs including developing proposals, managing spending, and coordinating workplans with internal and external partners.
• Provides leadership statewide to centers and committees, addressing barriers and challenges.
• Build consensus with regional contact centers to standardize operations policies and practices that are culturally informed, effective, and oriented towards excellent client services.
• Manages internal 211 state coordination and direct service teams.

Partnerships and Community Impact

• Develop relationships with community organizations to ensure strong operating practices for partnerships, including warm handoffs, integrated systems, and closed-loop referrals.
• Seeks opportunities to promote 211 statewide and develops local and statewide marketing materials.
• Investigates other state system models and integrates best practices into Wisconsin.

Disaster and Emergency Management

• Serves as the primary statewide point of contact during times of disaster and emergency, providing leadership to the Wisconsin 211 network.
• Executes established standard operating procedures for disaster response and work continuously to strengthen processes and advance 211 disaster services.
• Manages and prepares daily situational awareness and activity reports.
• Reports in-person as needed to the State Emergency Operations Center and participates in drills and other training activities.

Compliance and Quality Assurance

• Responsible for administering and ensuring compliance with grants and contracts obtained by 211 Wisconsin or United Way Wisconsin on behalf of 211, as well as regulatory agencies.
• Ensures coordination of statewide 211 activities, including effective data collection, appropriate technology infrastructure, reporting, and quality assurance.
• Manages all 211 statewide service agreements/contracts, ensuring that economies are maximized, and proper technical assistance is provided.

Staff Development and Training

• Orient new contact center Program Directors to 211 and the statewide partnership.
• Provide technical assistance and statewide training/best practices to contact center staff leaders.
• Assist centers in certification as appropriate and stay current with AIRS Standards and Best Practices.

Other Duties

• Maintains continuous communication with CEO and all team members.
• Attends board of directors’ meetings, statewide meetings, and regional conferences as appropriate.
• Performs other duties as assigned.

MINIMUM JOB REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Education:

• Bachelor’s degree required, MA/MS in social work, public health or nonprofit administration preferred.

Experience:

• Proven ability to manage funded and unfunded partners within a statewide network of organizations.
• Three years of performing similar duties. Experience with 211 contact center or similar service management is desired.
• Three years of cross-sector experience leading large scale programs or projects, focused on human service delivery
• Intermediate Microsoft office and contact center platform proficiency utilizing complex data sets and concepts.

Specific Skills Needed:

• Effective communicator with strong professional presentation and writing skills
• Knowledge of integrated communication systems; InContact preferred.
• Proven track-record of providing customer centered service and ability to develop effective relationships.
• Knowledge of AIRS standards and experience with AIRS accreditation desired.
• CIRS or CRS certification or ability to obtain certification.
• Ability to analyze data across multiple platforms.
• Able to complete multiple tasks, be flexible, establish priorities, meet deadlines, and adapt to a changing work environment.
• Must exhibit a high degree of initiative, be self-directed, and deadline driven.
• Ability to attend to details as well as the big picture.
• Strong creative thinking skills.
• Excellent interpersonal and project management skills with the ability to work in direct relationships with a diverse group of individuals or organizations in an effective manner.
• Proven project management skills.
• Able to work with and manage volunteers.