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Louisiana 211 Referral and Care Coordination Statewide Manager

Baton Rouge, LA

Relocation expenses: Not paid

Full time
5 - 10 years of experience
Bachelor's Degree

Published on 15 Jan 2022

Expires on 15 Jan 2022

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Louisiana 211 Referral and Care Coordination Statewide Manager

Louisiana 211 Referral and Care Coordination Statewide Manager

Supervisor:  LAUW President and CEO

Location Option: Louisiana In-state Virtual Option


Louisiana 211 is a statewide network that provides free, confidential information and referral services 24/7 to help seekers in all parishes in Louisiana. LAUW provides statewide leadership and management for all Louisiana 211 statewide or multi-regional activated and funded projects.

The Louisiana 211 Referral and Care Coordination Statewide Manager will focus on the direct support of the Louisiana 211 Statewide Network as it delivers on aligned, high quality 211 referral and care coordination services, leveraging technology and people-powered processes. 

This position will serve a critical backbone and project leadership role for Louisiana 211, interfacing regularly with regional 211 staff leaders and government, community, and United Way partners.   

The focus of this statewide position will be placed on the implementation of Louisiana 211 Referral and Care Coordination Centers, as a new service infrastructure of the Louisiana 211 Statewide Network. These regional centers, operationally housed within Louisiana 211 network organizations, will deliver “closed-loop” referral and care coordination services. This leader will cultivate team performance, develop written Standard Operating Procedures and lead the coordination of an aligned interagency team. This leader will stay abreast of emerging best practices related to care coordination that includes use of technology and meeting social determinant of health needs.

The Louisiana 211 Referral and Care Coordination Statewide Manager will guide the timely production of required reporting, implement statewide quality control mechanisms, support effective communications, manage data-related tasks and cultivate trusting working patterns within the Louisiana 211 Statewide Network.

During times of disaster, this role will work to provide adaptive functions during times of activation or 211 surge events for business continuity purposes.

As a member of the LAUW team, this leader also contributes to the success of the Louisiana Association of United Way’s mission by fostering a high performance and enthusiastic engagement in collective impact endeavors.


1.    Program Leadership and Cross Regional Support for Performance:

a.    Lead statewide coordination and performance support for the high-performing, interagency infrastructure of Louisiana 211 Referral and Care Coordination Centers in collaboration with Louisiana 211 network partners. This includes contributions to and implementation of strategic planning and project plans.

b.    Works collaboratively and convenes meetings as needed with Louisiana 211 statewide network regional staff leaders to ensure contractual obligations for the delivery of referral and care coordination services are aligned and fulfilled.

a.    Leverages the leadership of regional quality assurance managers to train, strengthen quality and remediate issues within each Louisiana 211 network organization.

c.    Develops and maintains Standard Operating Procedures (SOPs) implemented by Louisiana 211 and other supporting project documentation. This includes archiving and sharing documents for optimal business continuity and reference by appropriate staff for all “closed loop” referral services.

d.    Completes all necessary training and maintains a solid working knowledge of all technology tools utilized in the delivery of Louisiana 211 Referral and Care Coordination services. This includes telephony and reporting systems.

e.    Oversees and ensures effective statewide data collection to meet contract requirements for reporting and quality assurance, and for other uses as determined that includes promoting Louisiana 211’s understanding of community needs and emerging trends.

f.     Communicates barriers and complaints to the LAUW CEO swiftly to identify remedies.

g.    Identifies best practices in the 211 statewide and national arenas that contributes to the continued development and advancement of the Louisiana 211 Network.

h.    Serve clients with empathy, sensitivity and care at all times.

i.      Works collaboratively with LAUW teammates in support of Louisiana 211 to solve problems, fill gaps and identify new approaches in to be the most effective “hub” of services and overall network backbone supports for the Louisiana 211 Statewide Network.

j.      Attends assigned meetings related to the implementation and ongoing support of the DCFS No Wrong Door Service Continuum.  

2.    Disaster Response Leadership:

a.    Provide adaptive leadership and support during times of disaster and emergency to the Louisiana 211 network as instructed by the CEO, especially during surge demand of services.

b.    Executes on disaster response plans as assigned and works continuously to strengthen processes for effective 211 disaster-mode services.

c.    May be requested to report to state agency Emergency Operations Centers (EOCs) or another assigned post during times of activation

d.    Engage in intense collaborative work during the emergency phase of disaster activations that includes adapting to complexities during surge demand of services and serving as back-up to LAUW CEO and other teammates as needed to support business continuity. Maintains continuous communication with LAUW CEO and all working team members.

e.    Provides team leadership, problem solving supports and adaptive, servant leadership under pressure.

3.    Administrative and Organizational:

a.    Assists other teammates with duties and functions when needed for business continuity.

b.      Recommends improvements or new approaches to established processes and procedures for continuous organizational improvement that increases effectiveness and efficiency for Louisiana 211.

c.    Builds and promotes positive relationships with LAUW members, United Ways, 211 leaders, government partners, community partners, funders, professional organizations and similar groups.

d.    Supports tasks related to the development of contractual agreements, as assigned by the LAUW CEO.

e.    Attends and participates in LAUW board and committee meetings, as requested.

f.     Performs all duties leveraging secured technology tools provided by the organization.

g.    Develops and maintains all files and work papers on established and password protected software systems of LAUW.

h.    Provides excellent customer service to all stakeholders and partners.

i.      Seeks ways to improve internal LAUW processes for continuous organizational improvement.

j.      Maintains consistent communication with CEO and other team members for the overall success of the organization and its desired outcomes.

k.    Completes written and other tasks as assigned by the CEO, which could include grant and promotional materials.

l.      Complies with all financial and confidentiality procedures and policies of LAUW and Louisiana 211 at all times.

4.    Desirable Skills and Qualities:

  • Cross-sector experience leading large scale programs or projects focused on human service delivery.
  • Proven ability to manage collaborative, collective impact work within a statewide network of organizations and partners.
  • Proven ability to work independently and within a team environment under supervision with defined guidelines and goals.
  • High computer proficiency with extensive experience working with complex data sets.
  • Self-starter, organized, analytical problem-solver, detail oriented, strong interpersonal relationship skills, and exceptional time management.
  • Ability to meet multiple deadlines and work under pressure with resiliency.
  • Ability to adapt to demanding work requirements during times of disaster and emergency.
  • Experience working with telecommunications and associated technologies.
  • Ensure compliance with the rules and regulations set forth in agreements.
  • Ability to follow policies and procedures, partner agreements and other established processes and then guide others to ensure compliance to standards, etc.
  • Exceptional time management; analytical problem-solver; effective communicator.
  • Ability to travel across Louisiana with ease and work for extended stays at designated sites/posts, when needed, for disasters.
  • Effective communicator with strong professional presentation and writing skills.

Education & Experience Requirements:        

  • Bachelor’s degree required.  Master’s Degree preferred in Social Work or related field.
  • Five or more years in human service delivery to clients and/or direct social work.
  • High proficiency in Microsoft Office Suite (especially MS Excel) required.


Mission-Focused: Catalyze others’ commitment to mission to create real social change that leads to better lives and healthier communities.  This drives their performance and professional motivations.

Relationship-Oriented: Understands that people come before process and is astute in cultivating and managing relationships toward a common goal.

Collaborator: understands the roles and contributions of all sectors of the community and can mobilize resources (financial and human) through meaningful engagement.

 Results-Driven: Dedicated to shared and measurable goals for the common good; creating, resourcing, scaling, and leveraging strategies and innovations for broad investment and impact.

Brand Steward: Steward of the brand and understands his/her role in growing and protecting the reputation and results of the greater network.

This job description is subject to change at any time.

The Louisiana Association of United Ways is an Equal Opportunity Employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristic or status.