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Training and Quality Assurance Lead, 2-1-1

Denver, CO

Relocation expenses: Paid

Entry Level
Full time
3 - 5 years of experience
High School Diploma

Published on 16 Aug 2021

Expires on 31 Dec 2024

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Training and Quality Assurance Lead, 2-1-1

Position Title: Training and Quality Assurance Lead, 2-1-1

Status: Non-exempt, full-time, scheduled for 8:00am - 5:00pm, Monday through Friday.

Salary: $22.00 - $24.00, hourly.

Benefits: Our benefits package includes 100% employer-paid premiums on employee only health, dental, and vision plans; 3-6% employer contributions to 401(k); FSAs, employer-paid life/AD D/LTD insurance; generous PTO, EIB, and holiday benefits; EAP; tuition reimbursement program; professional and growth and development opportunities; discounted pet insurance; Verizon Wireless discount; inclusive bereavement leave; and free underground parking for eligible employees.

Location: This position is based out of our Denver office (711 Park Ave W, Denver, CO 80205).
How You'll Help

The Training and Quality Assurance Lead, 2-1-1 assists Mile High United Way in providing the most accessible and highest quality comprehensive customer service and screening services to our local community. This position works within an inbound/outbound contact center, primarily collecting client information and demographics, and assisting clients and identifying community resources within health and human services. Additionally, this position will train all new hires, uptraining, and side by side training. This position will also be responsible for organizing the Call Review Quality Assurance (QA) program, listening to calls, organizing calibration sessions and assisting Supervisors with tasks such as supporting Navigators and Specialists, reporting, special projects, and fulfilling contract requirements. It is anticipated that 50% of this position's time will be spent carrying out Community Resource Navigator functions, and the remaining 50% of time spent on supporting Supervisors.

Essential Responsibilities:

Perform core functions of the Community Resource Navigator role, including but not limited to:
Responsible for providing needed information and resources to clients via phone, text, chat, email and/or face to face conversations.

Collect client information and demographics as defined by department standards to accurately assess eligibility of resources

Resolve escalated client concerns and crises on an as need basis. Identify possible solutions to client's complex case scenarios.

Engage with agency partners to support the needs of clients and community members.

Provide accurate information, assessments, referrals and advocacy to all clients

Provide exceptional customer service to clients and identify and recommend improvements for quicker and more efficient customer service delivery.

Follow up with select clients on a weekly basis to capture outcomes and alternative options.


Support the needs of the Navigators and Supervisors for client and team success.

Facilitate New Hire Training both in person and remote.

Organize and participate in QA, and report on the progress of QA for the center. Resolve escalated client concerns and crises on an as needed basis.

Identify possible solutions to client's complex case scenarios.

Monitors and reports on staffing and call volume concerns in a timely manner to appropriate leadership.

Assists in coordinating staff scheduling to ensure appropriate coverage and quality telephone assistance to clients, including time on phones, as necessary.

Partner with Supervisors to ensure all training needs are being met.

Provide guidance and advice to Navigators and Specialists with difficult and or unique calls.

Additional Responsibilities

Facilitate onboarding and supplemental training of Navigators and Specialists.

Represents the 2-1-1 Help Center at community fairs and meetings through demonstrations and presentations.

Supports the development, implementation, and monitoring of special projects, including contract fulfillment projects.

Encouraged to apply for AIRS Certification when eligible. Other duties as assigned.



Associates degree preferred; High School diploma, G.E.D., or equivalent experience required


3-4 years relevant experience in contact center or Health and Human Services sector preferred

Experience with contact center telephony equipment and systems

Special Skills/Knowledge:

English/Spanish bilingual strongly preferred;

Ability to establish and maintain effective working relationships with staff and a variety of professional and community leaders

Excellent organization skills, well-developed verbal and written communication skills, and the ability to effectively manage complex issues

Ability to deal calmly, patiently, and effectively with tense situations.

Maintains a high degree of professionalism and reliability within areas of responsibility while providing leadership, direction, motivation, and training

Ability to work independently

Active listening and crisis intervention skills

Knowledge of the Human Services delivery system in Metro Denver a plus

Computer Skills:

Microsoft Office skills at Intermediate level or better, including Excel skills strongly preferred

Familiarity with Salesforce and Nice InContact preferred

Working Environment: Office hours are 8am to 5pm, Monday through Friday. Shift hours may vary by day of the week. This position is required to assist in crisis response activities, which may include working on weeknights and/or weekends per assigned shifts.

Physical Activities: Operates a computer for extended periods of time.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.

Ready to join the fight? This position is currently only open to current employees of Mile High United Way. Once you have your supervisor's support, you can apply by completing the information in the "Apply Now" box.

This posting is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.

Mile High United Way is an Equal Opportunity/Affirmative Action Employer. As an Equal Opportunity Employer, we do not discriminate on the basis of age, race, sex, sexual orientation, gender identity, gender expression, color, religion, national origin, disability, genetic information, or any other status protected by federal, state or local law.

We will endeavor to make reasonable accommodations for otherwise qualified applicants who have disabilities which hinder their ability to complete the application process. Please contact us at 303-433-8383 to request accommodation in the application process.

We use e-Verify to verify the identity and employment eligibility of all persons hired to work.


For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.