Manager, 211 Programs (Alexandria, VA)
About 211 (ONSITE in Alexandria, VA)
211 is a vital service leveraged by millions of people across North America. Every day, clients contact 211 to access free and confidential crisis and emergency counseling, disaster assistance, food, health care and insurance assistance, stable housing and utilities payment assistance, employment services, veteran services and childcare and family services. No matter the situation, the specialists at 211 listen, identify underlying problems, and connect people in need with resources and services in their community that improve their lives. In 2022 alone, 211s in the US answered more than 18 million calls, texts, chats and emails, helping millions with life-changing support. There is no other network in the country that has a similar pulse on America’s needs.
211s are constantly expanding to improve services and leverage the critical infrastructure a 211 brings to a community. Additionally, 211s are increasingly critical to the success of social service care systems and navigating the safety net in communities across the country. The Manager, 211 Programs position will play a critical role on the 211 team at United Way Worldwide (UWW) by providing operational support for all strategic, revenue-generating, and technical projects and initiatives that leverage the power of the national 211 network. Examples of past and current programmatic activities leveraging the 211 network include: providing specialized support to family caregivers, providing rides for those struggling to meet basic needs due to a lack of transportation, providing direct assistance dollars to service-sector employees impacted by workplace closures during the pandemic, establishing 211 as an access point for those experiencing homelessness and much more. The Manager, 211 Programs will be responsible for engaging the Local United Ways (LUWs) and/or 211 agencies, supporting them in the contracting and onboarding process and serving as their point-of-contact for the duration of a program contract.
The Manager will work in coordination with other teams across UWW, including Development, Impact and Marketing and Communications. This position is generally responsible for the delivery of assigned work projects within 211 and will participate in the development of team action plans, work processes, and systems.
KEY RESPONSIBILITIES/ESSENTIAL DUTIES OF POSITION:
An individual must be able to perform each essential duty listed below at a satisfactory level and be able to work in Alexandria, VA:
- Act as lead for assigned program(s) ensuring that all contract deliverables are met.
- Manage and supervise assigned staff (Lead Associate, 211 Programs). Develop annual performance goals, maintain accountability of staff, and provide coaching as needed to ensure successful team dynamic.
- Engage with key contact(s) at granting/contracting partner agency to maintain a positive working relationship. Communicate effectively and ensure partner needs are met and communication is open at all times.
- Manage subgrants to LUWs and/or 211 agencies to ensure subgrantees understand program goals and are meeting deliverables. Provide technical support and guidance/mentoring to subgrantees.
- Work with 211 Data and Research team to develop metrics tracking and evaluation process to align with contract reporting and outcomes requirements.
- Identify best practices and use cases from the participating 211s/LUWs during and after program implementation to develop tool-kits and provide support to all participating teams.
- Convene participants on a regular cadence to enable information sharing as part of the program implementation and delivery structure.
- Ensure all administrative tasks related to program(s) administration such as contracts and invoices are managed according to UWW processes and in a timely manner.
- Participate in assigned network driven meetings and work groups and perform any outlined duties.
- Identify and leverage opportunities to work collaboratively with other UWW Departments including Development, Finance, Office of General Counsel, Impact and other relevant departments.
- Other duties as assigned.
Minimum requirements include:
- Bachelor’s degree in Business or a related field
- At least three or more years of experience in a professional setting
- One year of experience successfully managing complex administrative and business processes and tasks, preferably in a nonprofit or government agency
- Commitment to advance the mission of United Way Worldwide
- Strong passion for the work of the United Way and 211 networks and for serving individuals and communities through non-profit services
- Experience, and aptitude in one or more of our areas of focus: health and health equity, education, economic mobility
- Minimum of 1 year experience managing sub-contracts, grants, and grant reporting
- Proficiency in Microsoft Office applications and proven ability to quickly learn and master new technologies and skills
- Strong data analysis skills
- Strong written and verbal communications skills
- Demonstrated relationship management expertise
- Ability to work and lead autonomously with minimal supervision and to excel in an entrepreneurial, self-starting, and fast-paced environment
- Experience with health and human services; I&R database management a plus
- High energy level, demonstrated flexibility and strong collaboration skills
This highly visible position is critical to the organization’s overall success, therefore numerous qualifications will be considered. It is preferred that candidates have experience in the workings of a United Way (s) or a similar federated model with an in-depth knowledge of customer relationship management. Global experience is a plus as well as an understanding of corporate social responsibility. Candidates must be able to grasp complex structures and be a natural collaborator. Experience working with multiple constituencies in a highly professional manner is needed. Applicants must also be creative in thought, able to work independently and with minimum supervision. This skilled negotiator will have proven successes in the areas of customer service, nonprofit, and corporate relations. Travel is required.
This job description describes the general nature and level of work performed by employees assigned to this position. It should not be construed as an exhaustive list of all required duties, responsibilities, and skills. Reasonable accommodations may be made to enable disabled individuals to perform the essential functions of the job.
An individual must be able to demonstrate the following competencies at a satisfactory level:
Accountability/Results Orientation - Is accountable for the achievement of assigned work projects. Collaborates with others to establish work project parameters, desired results/outcomes, and resource requirements. Keeps team leader(s) informed on work progress and changes in work direction. Takes ownership of work and outcomes achieved, selecting the best work approach. Protects the United Way brand, promoting its relevance and resonance to the extent possible. Behaves ethically and honestly in all activities done on behalf of UWW. Demonstrates a commitment to UWW’s values, including diversity and inclusiveness.
Decision-Making/Risk-Taking - Evaluates available information, recommending a course of action and informed point-of-view. Contributes own assessment of risks and implications of decisions in decision-making efforts. Develops and proposes effective alternative solutions. Uses judgment appropriately in decision-making. Knows when to shift decision-making upwards.
Teamwork Collaboration - Shares pertinent information and keeps direct and indirect team members informed on a regular basis. Ensures that processes, systems, and resources are available and direct them properly to enable the team to efficiently accomplish its goals and objectives. Able to adapt quickly to changing conditions, market circumstances, nonprofit landscape, or performance expectations. Able to focus on assignments during periods of change and/or uncertainty.
Relationship Management – Develops and utilizes rapport to build trust and collaboration with others. Identifies and shares mutual benefits/needs in working together, expresses strong value proposition. Is ethical in dealing with others to achieve the desired results. Interacts and communicates with diverse stakeholders effectively. Fosters and maintains working relationships across the United Way network. Formulates and communicates in an ethical and politically sensitive manner.
Communications - Expresses work issues and problems in a clear, concise, truthful, and direct manner. Communicates effectively with others up, down and across the organization to achieve expected organization results. Gives and receives constructive feedback. Seeks direct input on personal and team effectiveness and environment.
Innovation/Creativity - Develops and implements new approaches to accomplish tasks that impact others in and outside of own team. Is able to reasonably "take risks.” Assists others in developing new systems, products, processes, and procedures. Strives to stay current on new or emerging trends and capitalizes on them.
Embraces Equity, Diversity, and Inclusion: Demonstrates a personal commitment to valuing different background and life experiences. Takes personal actions to build an inclusive culture and commits to driving equitable solutions for all.
UNITED WAY WORLDWIDE’S DIVERSITY, EQUITY & INCLUSION STATEMENT OF PRINCIPLE
We take the broadest possible view of diversity.
We value the visible and invisible qualities that make you who you are.
We welcome that every person brings a unique perspective and experience to advance our mission and progress our fight for the health, education, and financial stability of every person in every community.
We believe that each United Way community member, donor, volunteer, advocate, and employee must have equal access to solving community problems.
We strive to include diversity, equity, and inclusion practices at the center of our daily work.
We commit to using these practices for our business and our communities.
Join us in embracing diversity, equity and inclusion for every person in every community.
Fields of study
- Cultural sciences
Required degree level
Years of experience
- 3 - 5 years of experience
- $71,000 to $80,000 per year