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Director of 211 Contact Center Operations

companyUnited Way of Southern KY
locationBowling Green, KY, USA
remoteHybrid
PublishedPublished: Published 2 weeks ago
Full time
3 - 5 years of experience
$51,000 - $53,000 per year

Provides implementation, strategic and operational direction for a comprehensive 211 program including the operation of the 211 contact center for UWSK’s 10-county region and kynect resources Program for the 10 county area plus the 14 county area for Louisville and Elizabethtown. Establish and maintain 211 as the community resource that improves lives by connecting families and individuals with needed assistance.  Ensures UWSK and Inform USA quality assurance guidelines and standards are operational. Leads community outreach efforts for program.

KEY RESPONSIBILITY AREAS:

  1. Provide management and oversight for 211 contact center and kynect resources Program.
  2. Ensure ongoing performance quality of center and staff by collecting statistical data and observing/monitoring daily operation.
  3. Participate with the 211 state groups and partnerships to create a better statewide service/program.
  4. Assure compliance with identified KPI’s and Inform USA standards.
  5. Develop and maintain in-depth knowledge of the database systems, including but not limited to data entry, reporting, system maintenance, etc.
  6. Maintain knowledge and understanding of community resources, including information from the database and daily updates via Intranet and written resources.
  7. Have comprehensive knowledge of the taxonomy system used for the resource database.
  8. Participate in hiring processes for 211 Operations.
  9. Manage, develop/train and direct an effective staff team (including interns as available) to support all areas of 211 operations.
  10. Provide oversight and guidance on decisions globally affecting the resource database and website.
  11. Develop annual budget for 211 operations, incorporating all contracts, projections and realistic estimates for the year. Provide oversight and direction in the implementation of the approved budget.
  12. Maintain knowledge of all telephone and contact center equipment and software.
  13. Identify/project annual equipment demands, including upgrades or replacements. 
  14. In conjunction with Executive Management, negotiate/secure contracts, MOUs, MOAs and agreements related to 211 operations.
  15. Ensure implantation of 211 operations grants, contracts and agreements are implemented, and that full compliance is sufficiently documented.
  16. Participate in resource development efforts as requested.
  17. Maintain active role in the community via boards, coalitions and workgroups that tie directly to the mission of 211, such as Vision Council and Emergency Food & Shelter Program. Ensure staff participate where required and needed.
  18. Develop strategic partnerships with media, government, service providers, state organizations, etc. to support the mission of 211.
  19. Report to donors and the public on a regular basis on data collected by 211 and disseminate information on unmet needs and community issues as identified.
  20. Maintain and annually update a Continuity of Operations Plan (COOP) for 211.
  21. Prepare self, staff and volunteers for emergency deployment or activation during disasters. 
  22. Serve as backup contact specialist.

Fields of study

  • Business administration / Management
  • Sociology / Politics / Administration
  • Other

Required degree level

  • Bachelor

Years of experience

  • 3 - 5 years of experience

Salary range

  • $51,000 - $53,000 per year

Skills and Competencies

  • Adaptability and Change Management
  • Building and Developing Team Capability
  • Effective and Engaging Communication
  • Results-Driven
  • MS Office
  • Mission Focused
  • Collaborator