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The role is located in Osceola County and requires regular on-site presence.POSITION SUMMARYLeads the development and oversight of the Community School model, managing day-to-day operations across school-based services including, but not limited to expanded learning, wellness supports, and community engagement initiatives. The role builds and strengthens partnerships, ensures program compliance and effectiveness, and drives initiatives that expand educational opportunities and parent/community involvement in alignment with the vision of Community Schools.KEY RESPONSIBILITIES &amp; ESSENTIAL DUTIES OF POSITIONAn individual must be able to perform each essential duty listed below at a satisfactory level:<ul><li>Oversee the day-to-day operations of all programmatic areas under the position’s scope, including school-based services, expanded learning, wellness supports and community engagement initiatives in partnership with school leadership.</li><li>Develop content expertise on all programmatic areas under the position’s scope.</li><li>Implement and maintain policies and procedures in all programmatic areas under the position’s scope.</li><li>Develop and provide training on all programmatic areas under the position’s scope.</li><li>Constantly monitor and provide leadership and support to the coordinators.</li><li>Meet with direct reports on a regular basis to ensure effective communication, coaching, and professional development.</li><li>Ensure that the team maintains detailed, accurate and timely records of client data using required case management systems.</li><li>Conduct formal performance reviews to ensure pre-established criteria are met and learning opportunities are offered.</li><li>Ensure adherence to all organizational policies and procedures, staying informed about updates, and promoting compliance within the team.</li><li>Provide detailed reporting on program outputs and outcomes for key stakeholders.</li><li>Lead planning in collaboration with school leadership, governing groups, and community partners to advance the vision of Community Schools.</li><li>Participate in strategic planning with school and community partners.</li><li>Develop and market programs that enhance educational opportunities, strengthen parent and community involvement, and align with organizational goals.</li><li>Identify, engage, and coordinate service providers to address programmatic needs, including health services, extended learning, and parent/community engagement.</li><li>Coordinate and provide leadership support to governing groups.</li><li>Represent HFUW and/or the community school at meetings and events.</li><li>Maintain existing partnerships with key stakeholders.</li><li>Collaborate with department leadership to implement strategies that will maximize synergies among all current and new program areas.</li><li>Work closely with the Grants Administration team on monitoring reports, deliverables, and writing proposals.</li><li>Partner with the Development and External Relations team to support fundraising for the Community School.</li><li>Collect participant success stories to highlight program achievements.</li><li>Maintain client and staff confidentiality and adheres to HIPAA, FIPA, PHI, PII requirements.</li><li>Participate in community events to increase knowledge of program services.</li><li>May be classified as essential, requiring prompt and effective action during critical situations to ensure the safety and well-being of the community.</li><li>Contribute to overall organizational success by performing other duties and responsibilities as assigned.</li></ul>JOB REQUIREMENTSJob requirements include:<ul><li>Bachelor’s degree in health and human services, education, or related field required, or equivalent combination of experience and education may be considered in lieu of degree. Master’s degree preferred.</li><li>Three to five years of experience in&nbsp;children’s services, education, community health, program management, or project management preferred.</li><li>Minimum of two years of program development and administration experience, preferred.</li><li>Local connections with School Board and/or school administrators, preferred.</li><li>Two years of supervisory or coaching experience preferred.</li><li>Public speaking experience required.</li><li>Intermediate experience with Microsoft Office required.</li><li>Customer service skills and experience required.</li><li>Ability to edit, complete, and assemble reports.</li><li>Attention to detail and accuracy.</li><li>Excellent analytical skills.</li><li>Ability to multi-task and work in a fast-paced environment.</li><li>Ability to work independently with minimal supervision required.</li><li>Strong communication skills, both written and orally, required.&nbsp;</li><li>Ability to utilize critical thinking and problem-solving skills.</li><li>Ability to utilize organizational skills effectively.</li><li>Must have access to a private, secure, and stable high-speed internet connection.</li><li>Must have access to a quiet, confidential workspace.</li><li>Bilingual is a plus.</li></ul>COMPETENCY REQUIREMENTSCommunications - Ability to communicate effectively.Business Ethics - Ability to work with integrity and ethics.Problem Solving - Ability to identify and resolve problems.Planning &amp; Organization - Ability to plan and organize work activities.Leadership - Motivate and inspire others.Conflict Resolution - Encourage open communication to resolve difficult situations.Managing People - Provide direction to subordinates that encourages performance.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.PHYSICAL DEMANDSPhysical demands include:<ul><li>Constantly remaining in a stationary position, often sitting for prolonged periods.</li><li>Constantly communicating with others to exchange information through speaking, hearing, reading, and writing.</li><li>Constantly repeating motions and fine manipulation that may include the wrists, hands and/or fingers. Ability to type using a keyboard.</li><li>Constant use of standard office equipment such as the telephone and/or headset, copier, and computer.&nbsp;</li><li>Constantly assessing the accuracy, neatness and thoroughness of the work assigned.</li><li>Constantly viewing information on a computer screen.&nbsp;</li><li>Occasional traveling to the office or offsite location.</li><li>Occasional standing for prolonged periods.</li><li>Occasional lifting and moving of items weighing up to approximately 30 pounds.</li><li>Occasional bending, stooping, or kneeling.</li></ul>WORKING CONDITIONSWorking conditions include:<ul><li>&nbsp;Hybrid inside working environment.</li><li>High level of long periods of concentration.</li><li>Frequent interactions with internal and external customers.</li><li>Reliable transportation required.</li></ul>CORE VALUES<ul><li>Passion: Dive in – Create enthusiasm and inspire others.</li><li>Authenticity: Be Real – Keep it honest and set the example.</li><li>Collaboration: Live United – Work together and mobilize for change.</li><li>Empowerment: Own it – Be courageous and make it happen.</li></ul>Heart of Florida United Way offers a very extensive benefits package for full-time employees that we are very proud to share with you! &nbsp; Medical Insurance (Health, Dental, Vision) – on the 1st day and HFUW pays up to 80% of your premium. &nbsp; Company-Paid Benefits – HFUW provides all full-time employees with the opportunity to enroll in short-term &amp; long-term disability insurance, as well as $50,000 in life insurance, all 100% paid by HFUW. &nbsp; 401k w/ Company Contribution – not only does your 401k start on the 1st of the month following your start date, but after 1 year of employment and 1000 hours worked, you will receive 5% contribution from HFUW, regardless of your personal contribution to your plan. &nbsp; Paid Time Off – HFUW offers an extensive amount of time off so you can focus on your personal health, family priorities, and work-life balance.&nbsp; Full-time employees start accruing paid time off (5 weeks your 1st year) off upon hire, with generous carry over and accruals.

Program Manager, Community Schools

POSITION SUMMARY Supervise 211 and Crisis Services Specialists and provide individuals with suicide intervention, safety planning, crisis de-escalation, problem solving, brief assessment and appropriate social service referrals within a contact center environment.&nbsp; KEY RESPONSIBILITIES &amp; ESSENTIAL DUTIES OF POSITION An individual must be able to perform each essential duty listed below at a satisfactory level:<ul><li>Constantly monitor incoming contacts (calls, chats, texts, and emails) and Specialists’ interactions for timely response, intervention, and quality service.</li><li>Provide technical support to Specialists and address any issues and outages.</li><li>Constantly answer inbound chat, text, and email client contacts and complete outbound crisis/suicide follow ups calls.</li><li>Maintain accurate data collection on all contacts in the appropriate database.</li><li>Maintain a non-judgmental attitude when interacting with Specialists and contacts, displaying sensitivity to all cultural backgrounds.</li><li>Advocate for clients when appropriate and assist Specialists in understanding when advocacy is needed.</li><li>Maintain acceptable level of contact handling and customer service performance as described by 211 and Crisis Services training standards and performance metrics.</li><li>Provide appropriate screenings for specialized programs.</li><li>Access multiple databases for resources and appropriately refer contacts.</li><li>Demonstrate proficiency in using multiple types of contact center software, computer hardware and telephone equipment.</li><li>Assist Specialists by conducting interventions with contacts in imminent safety risk situations.</li><li>Initiates debrief meetings with Specialists following challenging contacts (suicide, homicide, child abuse, human trafficking, domestic violence, etc.) to review protocols used, provide feedback and coaching, and ensure personal self-care techniques are used, as necessary.</li><li>Accurately document all meetings with direct reports on a regular basis to ensure effective communication, coaching, and professional development, and conduct formal performance reviews. &nbsp;</li><li>Collaborate with Managers or Directors to address performance concerns and departmental processes to enhance quality assurance outcomes.</li><li>Occasionally answer inbound 988 Suicide &amp; Crisis Lifeline and 211 information and referral calls when needed.</li><li>Maintain client and staff confidentiality and adhere to HIPAA, FIPA, PHI, PII requirements.</li><li>Identified as essential, requiring prompt and effective action during critical situations to ensure the safety and well-being of the community.</li><li>Complete all training for new programs and services related to 211 and Crisis Services when needed.</li><li>Attend all required in-person and virtual meetings as scheduled, and specialized trainings upon eligibility.&nbsp;</li><li>Contribute to overall organizational success by performing other duties and responsibilities as assigned.</li></ul>JOB REQUIREMENTS Job requirements include:<ul><li>Associate degree or equivalent combination of experience and education may be considered in lieu of degree. Bachelor’s degree preferred.</li><li>Inform USA CRS or CRS-DC certification preferred.</li><li>CIRS or Crisis Worker certification preferred.</li><li>Two years in social services, crisis hotline, contact center, or information and referral service preferred.</li><li>One year of supervisory or coaching experience preferred.</li><li>Experience with Microsoft Office required.</li><li>Client management databases or other relational database experience, preferred.</li><li>Demonstrated knowledge of health and human services desired.</li><li>Ability to effectively assess client and staff needs and show sensitivity to issues.</li><li>Excellent organizational skills with the ability to quickly adapt to a changing call volume while maintaining standards of high quality required.</li><li>Ability to multi-task and work in a fast-paced contact center.</li><li>Must have access to a private, secure, and stable high-speed internet connection</li><li>Must have access to a quiet, confidential workspace</li><li>Ability to attend in-person meetings and events as required by the role</li><li>Ability to pass level II background screening</li><li>Bilingual in English/Spanish preferred.</li></ul>COMPETENCY REQUIREMENTS Communications - Ability to communicate effectively. Business Ethics - Ability to work with integrity and ethics. Judgment - Ability to use sound judgement. Initiative - Ability to take initiative. Teamwork - Ability to work in a team environment. 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. PHYSICAL DEMANDS Physical demands include:<ul><li>Constantly remaining in a stationary position, often sitting for prolonged periods.</li><li>Constantly communicating with others to exchange information through speaking, hearing, reading, and writing.</li><li>Constantly repeating motions and fine manipulation that may include the wrists, hands and/or fingers. Ability to type using a keyboard.</li><li>Constant use of standard office equipment such as the telephone and/or headset, copier, and computer.</li><li>Constantly assessing the accuracy, neatness and thoroughness of the work assigned.</li><li>Constantly viewing information on a computer screen.&nbsp;</li><li>Occasionally traveling to the office when needed.</li></ul>WORKING CONDITIONS Working conditions include:<ul><li>Remote, inside working environment.</li><li>High level of long periods of concentration.</li><li>Constant customer interaction.</li><li>Reliable transportation required.</li></ul> * All hybrid or remote positions with HFUW require the ability to travel to the office with short notice, should this be necessary for equipment needs, events, in-person meetings, etc. &nbsp; &nbsp;Heart of Florida United Way offers a very extensive benefits package for full-time employees that we are very proud to share with you!Medical Insurance (Health, Dental, Vision) – on the 1st day and HFUW pays up to 80% of your premium.Company-Paid Benefits – HFUW provides all full-time employees with the opportunity to enroll in short-term &amp; long-term disability insurance, as well as $50,000 in life insurance, all 100% paid by HFUW.401k w/ Company Contribution – not only does your 401k start on the 1st of the month following your start date, but after 1 year of employment and 1000 hours worked, you will receive 5% contribution from HFUW, regardless of your personal contribution to your plan.Paid Time Off – HFUW offers an extensive amount of time off so you can focus on your personal health, family priorities, and work-life balance.&nbsp; Full-time employees start accruing paid time off (5 weeks your 1st year) upon hire, with generous carry over.&nbsp; Telework – depending on the role, most of our positions offer the ability to work from home either part or full-time, saving you valuable time and money!&nbsp; The benefits to many of working from home include time saved on getting lunch prepared for work, no communing times, and saving money on gas and wear-and-tear to your car. &nbsp; Flexible Schedules – our Call Center is a 24/7 operation, offering those who need a more flexible schedule the opportunity to workdays, evenings, or nights, if needed.

Supervisor, 211 & Crisis Services

POSITION SUMMARY Provide individuals with suicide intervention, safety planning, crisis de-escalation, problem solving, brief assessment and appropriate social service referrals within a contact center environment. KEY RESPONSIBILITIES &amp; ESSENTIAL DUTIES OF POSITION An individual must be able to perform each essential duty listed below at a satisfactory level:<ul><li>Answer inbound 988 Suicide &amp; Crisis Lifeline and 211 information and referral contacts.</li><li>Assess contact’s needs or situation using pertinent questions and the principles of active listening.</li><li>Provide appropriate screenings for specialized programs.</li><li>Access multiple databases for resources and appropriately refer contacts.</li><li>Demonstrate proficiency in using multiple types of contact center software, computer hardware and telephone equipment.</li><li>Maintain accurate data collection on all contacts in the appropriate database.</li><li>Maintain a non-judgmental attitude when interacting with contacts, displaying sensitivity to all cultural backgrounds.</li><li>Advocate for clients within the framework of contact center protocols and procedures when appropriate.</li><li>Maintain acceptable level of contact handling and customer service performance as described by 211 and Crisis Services training standards and performance metrics.</li><li>Maintain client and staff confidentiality and adhere to HIPAA, FIPA, PHI, PII requirements.</li><li>Complete all training for new programs and services related to 211 and Crisis Services when needed.</li><li>Contribute to overall organizational success by performing other duties and responsibilities as assigned.</li></ul> JOB REQUIREMENTS Job requirements include:<ul><li>High School diploma or equivalent required.</li><li>One year of experience in social services, crisis hotline, contact center, or information and referral service preferred.</li><li>Experience with Microsoft Office required.</li><li>Client management databases or other relational database experience, preferred.</li><li>Demonstrated knowledge of health and human services desired.</li><li>Ability to effectively assess client needs and show sensitivity to issues presented by contacts.</li><li>Ability to multi-task and work in a fast-paced contact center.</li><li>Bilingual in English/Spanish preferred.</li><li>Must have access to a private, secure, and stable high-speed internet connection.</li><li>Must have access to a quiet, confidential workspace.</li></ul> COMPETENCY REQUIREMENTS Communications - Ability to communicate effectively. Business Ethics - Ability to work with integrity and ethics. Judgment - Ability to use sound judgement. Initiative - Ability to take initiative. Teamwork - Ability to work in a team environment. 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. PHYSICAL DEMANDS Physical demands include:<ul><li>Constantly remaining in a stationary position, often sitting for prolonged periods.</li><li>Constantly communicating with others to exchange information through speaking, hearing, reading, and writing.</li><li>Constantly repeating motions and fine manipulation that may include the wrists, hands and/or fingers. Ability to type using a keyboard.</li><li>Constant use of standard office equipment such as the telephone and/or headset, copier, and computer.</li><li>Constantly assessing the accuracy, neatness and thoroughness of the work assigned.</li><li>Constantly viewing information on a computer screen. &nbsp;</li><li>Occasionally traveling to the office when needed.</li></ul>WORKING CONDITIONS Working conditions include:<ul><li>Remote, inside working environment.</li><li>High level of long periods of concentration.</li><li>Constant customer interaction.</li><li>Reliable transportation required.</li></ul> * All hybrid or remote positions with HFUW require the ability to travel to the office with short notice, should this be necessary for equipment needs, events, in-person meetings, etc.Heart of Florida United Way offers a very extensive benefits package for full-time employees that we are very proud to share with you!Medical Insurance (Health, Dental, Vision) – on the 1st day and HFUW pays up to 80% of your premium.Company-Paid Benefits – HFUW provides all full-time employees with the opportunity to enroll in short-term &amp; long-term disability insurance, as well as $50,000 in life insurance, all 100% paid by HFUW.401k w/ Company Contribution – not only does your 401k start on the 1st of the month following your start date, but after 1 year of employment and 1000 hours worked, you will receive 5% contribution from HFUW, regardless of your personal contribution to your plan.Paid Time Off – HFUW offers an extensive amount of time off so you can focus on your personal health, family priorities, and work-life balance.&nbsp; Full-time employees start accruing paid time off (5 weeks your 1st year) upon hire, with generous carry over.&nbsp; Telework – depending on the role, most of our positions offer the ability to work from home either part or full-time, saving you valuable time and money!&nbsp; The benefits to many of working from home include time saved on getting lunch prepared for work, no communing times, and saving money on gas and wear-and-tear to your car. &nbsp; Flexible Schedules – our Call Center is a 24/7 operation, offering those who need a more flexible schedule the opportunity to workdays, evenings, or nights, if needed.

Specialist, 211 & Crisis Services

POSITION SUMMARY Provides technology support across the organization by maintaining systems, managing user profiles, and assisting hybrid, remote, and 24/7 contact center staff. Ensures reliable and secure operations through troubleshooting, training, inventory management, and collaboration with the Technology department. &nbsp; KEY RESPONSIBILITIES &amp; ESSENTIAL DUTIES OF POSITION An individual must be able to perform each essential duty listed below at a satisfactory level:<ul><li>Support all departments in maintaining approved technology platforms, user profiles, and provide prompt, customer-focused technical assistance to resolve issues for hybrid, remote staff, and the 24/7 contact center.</li><li>Install, configure, and troubleshoot desktops, laptops, printers, VOIP phones, and other end-user devices.</li><li>Stay up to date on new Microsoft 365 features and other technologies to maximize their effectiveness.</li><li>Troubleshoot and resolve hardware, software, network, and endpoint issues.</li><li>Prioritize and escalate urgent technical issues to minimize disruption.</li><li>Document solutions and update the technology knowledge base regularly.</li><li>Manage inventory, warranties, and software licensing for technology equipment.</li><li>Maintain user profiles for copiers, email, door access, and SharePoint.</li><li>Deliver training to end users on hardware and software tools.</li><li>Support disaster recovery and business continuity efforts.</li><li>Apply technology best practices to ensure consistency and security.</li><li>Conduct routine maintenance, including software updates, antivirus scans, and hardware upgrades, to optimize device performance and ensure security.</li><li>Work closely with and provide support to the Technology department.</li><li>Provide support with HFUW events as directed.</li><li>Maintain client and staff confidentiality and adhere to HIPAA, FIPA, PHI, PII requirements.</li><li>Identified as essential, requiring prompt and effective action during critical situations to ensure the safety and well-being of the community.</li><li>Contribute to overall organizational success by performing other duties and responsibilities as assigned.</li></ul>JOB REQUIREMENTS Job requirements include:<ul><li>Associate’s degree or equivalent combination of experience and education may be considered in lieu of degree.</li><li>One year of experience providing desktop Windows support with hands-on expertise in PC hardware, software, and operating system support, including installation, configuration, and troubleshooting across diverse products and customer types, preferred.</li><li>Advanced experience with Microsoft 365 platform preferred.</li><li>Experience in network troubleshooting and remote access technologies.</li><li>Ability to work flexible hours, including evenings, weekends, and holidays, to meet the needs of a 24-hour contact center.</li><li>Ability to assess and resolve issues quickly to minimize user impact and downtime.</li><li>Excellent organizational skills with the ability to adapt quickly to changing priorities while maintaining high-quality standards.</li><li>Ability to quickly master new concepts, tools, and technologies.</li><li>Customer service skills and experience required.</li><li>Ability to edit, complete, and assemble reports.</li><li>Attention to detail and accuracy.</li><li>Excellent analytical skills.</li><li>Skilled at managing multiple priorities simultaneously.</li><li>Ability to work independently with minimal supervision required.</li><li>Strong communication skills, both written and orally, with the ability to effectively interact with both technical and non-technical staff at all levels, required.</li><li>Ability to utilize critical thinking and problem-solving skills.</li><li>Must have access to a private, secure, and stable high-speed internet connection.</li><li>Must have access to a quiet, confidential workspace.</li></ul>COMPETENCY REQUIREMENTS Communications - Ability to communicate effectively. Business Ethics - Ability to work with integrity and ethics. Judgment - Ability to use sound judgement. Initiative - Ability to take initiative. Teamwork - Ability to work in a team environment. 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. PHYSICAL DEMANDS Physical demands include:<ul><li>Constantly remaining in a stationary position, often sitting for prolonged periods.</li><li>Constantly communicating with others to exchange information through speaking, hearing, reading, and writing.</li><li>Constantly repeating motions and fine manipulation that may include the wrists, hands, and/or fingers. Ability to type using a keyboard.</li><li>Constant use of standard office equipment such as the telephone and/or headset, copier, and computer.</li><li>Constantly assessing the accuracy, neatness and thoroughness of the work assigned.</li><li>Constantly viewing information on a computer screen.&nbsp;</li><li>Constantly positions self to maintain computers in the office, including under the desks and in the server closet</li><li>Frequently traveling to the office when needed.</li><li>Frequently moving or lifting objects up to 30 pounds.</li><li>Frequently moving about to accomplish tasks or moving from one worksite to another.</li><li>Frequently adjusting or moving objects up to 30 pounds in all directions.</li></ul>WORKING CONDITIONS Working conditions include:<ul><li>Hybrid inside working environment.</li><li>Constant evenings and weekend hours.</li><li>Occasional early mornings.</li><li>High level of long periods of concentration.</li><li>Constant staff interaction.</li><li>Reliable transportation required.&nbsp;</li></ul>Heart of Florida United Way offers a very extensive benefits package for full-time employees that we are very proud to share with you!Medical Insurance (Health, Dental, Vision) – on the 1st day and HFUW pays up to 80% of your premium.Company-Paid Benefits – HFUW provides all full-time employees with the opportunity to enroll in short-term &amp; long-term disability insurance, as well as $50,000 in life insurance, all 100% paid by HFUW.401k w/ Company Contribution – not only does your 401k start on the 1st of the month following your start date, but after 1 year of employment and 1000 hours worked, you will receive 5% contribution from HFUW, regardless of your personal contribution to your plan.Paid Time Off – HFUW offers an extensive amount of time off so you can focus on your personal health, family priorities, and work-life balance.&nbsp; Full-time employees start accruing paid time off (5 weeks your 1st year) upon hire, with generous carry over.

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