United Way Jobs
Louisiana 211 Referral and Care Coordination Statewide Manager

Louisiana 211 Referral and Care Coordination Statewide Manager

locationBaton Rouge, LA, USA
remoteFully remote
PublishedPublished: Published 6 days ago
Full time
5 - 10 years of experience

Virtual job opportunity - location required to be in Louisiana (statewide).

Cover letter and resume required to apply.  Please submit using this application portal.

Louisiana 211 is a statewide network that provides free, confidential information and referral services 24/7 to help seekers in all parishes in Louisiana. The Louisiana Association of United Ways (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 as a critical backbone and project leadership role for Louisiana 211, interfacing regularly with regional 211 staff leaders and government, community, vendors, and United Way partners. 

The focus of this statewide position will be placed on development of Louisiana 211 Referral and Care Coordination Centers, as a service line within the infrastructure of the Louisiana 211 Statewide Network. These regional centers, operationally housed within Louisiana 211 network organizations, deliver “closed loop” referral and care coordination services. This leader will cultivate team performance, develop written Standard Operating Procedures, and coordinate 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 team communications, problem-solve issues as they arise, and manage data-related tasks and cultivate trusting working patterns within the Louisiana 211 Statewide Network. 


Program Leadership and Cross Regional Support for Performance.

  • 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 and deliverables.
  • Leverages the leadership of regional quality assurance managers to train, strengthen quality and remediate issues within each Louisiana 211 network organization. 
  • 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 referral and care coordination “closed loop” services.
  • 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 technology platforms, telephony, and reporting systems.
  • 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.
  • Identifies best practices in the 211 statewide and national arenas that contribute to the continued development and advancement of the Louisiana 211 Network. 
  • Serves clients with empathy, sensitivity, and care at all times.
  • Works collaboratively with LAUW teammates in support of Louisiana 211 to solve problems, fill gaps and identify innovative approaches to be the most effective “hub” of services and overall network backbone supports for the Louisiana 211 Statewide Network.
  • Disaster Response Leadership:
  • Provide adaptive leadership and intensive support during times of disaster and emergency to the Louisiana 211 network as instructed by the Louisiana 211 Statewide Projects and Activation Manager, especially during surge demand of services. 
  • Executes disaster response plans as assigned and works continuously to strengthen processes for effective 211 disaster-mode services. 
  • May be requested to report to state agency Emergency Operations Centers (EOCs) or another assigned post during times of activation.
  • Provides team leadership, problem solving support and adaptive, servant leadership under pressure.
  1. Desirable Skills and Qualities:
  • Cross-sector experience leading large scale programs or projects focused on human service delivery.
  • Proven ability to manage collaborative, customer-service focused, 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 with standards, etc.
  • Ability to travel across Louisiana with ease and work for extended stays at designated sites/posts, when needed, for meetings, site-visits, or 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 and PPT) required.
  • Experience using case management software or platforms navigating client care preferred.

Fields of study

  • Health / Care management
  • Sociology / Politics / Administration

Required degree level

  • Bachelor

Years of experience

  • 5 - 10 years of experience

Skills and Competencies

  • Building and Developing Team Capability
  • Collaborator
  • Cross-Functional Capability and Collaboration
  • Develops Talent
  • Effective and Engaging Communication
  • Network Oriented
  • Instills Trust
  • MS Excel
  • Community Expertise
  • Mission Focused
  • General knowledge
  • MS Office
  • MS Outlook
  • MS Powerpoint
  • Optimizes Work Processes
  • Relationship-Oriented
  • Strategic Relationship Management
  • Strategic Community Collarboration