Team Lead, Information & Referral

Vision and Mission:

At United Way of Northeast Florida, we envision a community of opportunity where everyone has hope and can reach their full potential. Our mission is to solve our community’s toughest challenges by connecting people, resources and ideas.

Our Values:

• Teamwork – We work together to accomplish our goals and help each other succeed. 
• Innovation - We are fearless, imaginative trail blazers.
• Mission Focused- We are passionate about our community’s wellbeing and creating lasting change. 
• Integrity – We are honest, transparent and act ethically to create trust. 
• Excellence – We set clear, high expectations for ourselves and our work.  

Purpose of Position:

The Information & Referral Team Lead is responsible for assisting the Operations Supervisor with supporting the contact center staff in a manner that ensures quality I&R service delivery and client confidentiality via phone, text, and email. Team Leads also will be involved in follow up communications, intake for specialized programs or services, outbound calls, basic database maintenance and community outreach.

Key Responsibilities and Essential Functions:

• Provide exceptional customer service as the first point of contact with the United Way of Northeast Florida 2-1-1 by linking community members with appropriate services and providing immediate crisis intervention as necessary.
• Provide thorough, appropriate, and helpful referrals, information, and/or intervention services to address the caller’s need(s)
• Serves as initial escalation point for I&R Specialists and routes to Supervisor when requested by clients
• Monitors calls, queue volume, and agent availability to ensure operational efficiency, and fill in as needed
• Assists with ongoing maintenance of resource database information through notifying resource database manager of errors
• Assists with follow up assignments from emails and or voicemails
• Assists with QA by collecting calls, scoring, and submitting to Operations Supervisor for final review
• Assists Operations Supervisor to ensure consistency of training, support, and service across shifts
• Assists and supports the Operations Supervisor as needed and other duties as assigned
• 100% compliance with UW 211 policies and procedures
• Knowledge & compliance with Inform USA requirements
• Establish clear and effective communication using good contact techniques and active listening in a non-judgmental way
• Use direct intervention and advocacy when needed as agreed to by the caller
• Respect and maintain client confidentiality; follow all agency and program guidelines regarding confidentiality
• If a client is in a crisis, life-threatening or suicidal situation, assist the client to move from an emotional state to a cognitive state
• Demonstrate a willingness and ability to work with difficult callers or calls using accepted techniques and principles
• Completes required initial and ongoing training as needed
• Demonstrate a commitment to the United Way mission statement and Code of Ethics in all interactions with coworkers and constituents
• Expected to maintain an average score of 70% or greater on all individual performance metrics
• Perform other such duties as may be assigned by the supervisory team
• These job responsibilities are to be the main emphasis of this position.  As with every job at United Way, it is not possible to define jobs precisely.  Should the need exist, every person in the organization will assist in any way necessary to assure an efficient and cooperative environment. 

Experience/Qualifications:

• Applicant should possess a motivation to help people, a non-judgmental attitude, excellent interpersonal skills, and an ability to empathize
• Preferred minimum of an Associate’s degree or minimum two years’ experience in health and human service related field
• Ability to pass and maintain a Level 2 DCF background check is required. This is a security background investigation requiring submitting fingerprints to be screened through state law enforcement agencies and the FBI for national criminal history records and must pass pre-employment drug screening.
• Must be detailed oriented and work with a high level of accuracy in every aspect of the job
• Understand, enforce and adhere to specific regulations, including Inclusion/Exclusion policy and Inform USA requirements and standards
• Willingness to accept direction and feedback from management
• Proven team player who demonstrates a caring and compassionate commitment to the callers and their unique circumstances
• Ability to work effectively with community agencies
• Inbound call experience or prior I&R experience strongly preferred
• Proficiency in oral and written communication skills
• Demonstrated proficiency in the use of computer equipment, phones, various software programs and resource file
• Ability to work effectively under stress and maintain productivity and composure under pressure
• Comfortable working in a fast-paced and team environment
• Adapts readily to changes
• Ability to use good judgment and assessment techniques
• Ability to work with minimal supervision.
• Effectively prioritizes work and establishes clear goals and plans
• Flexibility to work variable shifts, including within a hybrid and remote environment including holidays and weekends
• Ability to work overtime as assigned
• Successfully completes Inform USA Certified Resource Specialist exam within one year of eligibility
• Staff members who drive a vehicle on United Way business must provide proof of a valid driver’s license and current automobile insurance.
• Keep all activities in line with the core values and contribute to the positive culture of United Way.
• Actively participate in the broader organizational activities and be a brand steward within the community, outside agencies and/or programs to enhance United Way services to the community.
• Perform other such duties as may be assigned by the supervisory team
• These job responsibilities are to be the main emphasis of this position.  As with every job at United Way, it is not possible to define jobs precisely.  Should the need exist, every person in the organization will assist in any way necessary to assure an efficient and cooperative environment. 

Compensation and Benefits:

• Competitive Pay – Commensurate with education and experience based on current market
• Health Insurance – Generous zero to low-cost Medical, Dental, and Vision for employees and dependents
• 403(b) Matching – Generous matching up to 6% of annual pay
• Holidays – 11 paid holidays, three personal holidays
• Vacation – Two weeks paid vacation
• Flexible Schedule – Hybrid working environment with the ability to modify as needed
• Vibrant Work Environment – office space in The Jessie in downtown Jacksonville, a nonprofit and community gathering space in a sustainable, state-of-the-art facility with free monthly parking
• Purpose – Help United Way transform NEFL into a community of opportunity and hope for ALL people
• Employee Assistance Program
• A fun, challenging, and inclusive culture

General Physical Requirements for Essential Functions of the Job:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to sit, walk, talk, and/or hear. Continual use of the hands with wrist and finger movement using a keyboard is required. Specific vision abilities required by this job include long hours viewing a computer monitor screen. The employee may occasionally travel using personal vehicle and/or work outside normal office environment.

This description is not designed to contain a comprehensive inventory of all responsibilities and qualifications required of all team members assigned to this position. It is intended only to describe the key elements relative to each section. Also, duties and/or requirements of this position may be modified, added or deleted at any time. This supersedes all descriptions previously written for the same position. Unique equivalent skills and experience may possibly substitute for required position requirements.

Additional Information:

The attributes listed above represent our current thinking for the role. You can be a great candidate even if you don't fit everything we've described. You can also have important skills we haven't thought of. If that's you - even if you’re on the fence - we encourage you to apply and tell us about yourself! Unique equivalent skills and experience may possibly substitute for required position requirements.

We have built an environment that celebrates the differences in backgrounds and experiences.

United Way of Northeast Florida is an Equal Opportunity Employer and a Drug Free Work Environment.

United Way reserves the right to adjust work location.