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United Way of Greater Chattanooga is searching for a Director, Marketing and Communications.&nbsp; This is a full-time position in the Community and Corporate Engagement and Marketing Department.&nbsp; This position will report to the VP Community and Corporate Engagement.Salary Range: $65k-75kPurpose of Position:Reporting to the VP, Community and Corporate Engagement, the Director of Marketing (Director) is responsible for the development and implementation of all marketing strategies, communications, and public relations activities, both external and internal for the United Way of Greater Chattanooga.&nbsp; The Director manages the efforts of the marketing and communications staff of two and coordinates at the strategic and tactical levels with all departments. The role plays a key part in aligning marketing activity with organizational strategies, plans, and goals to maximize community impact. The Director serves as the key point of contact for all major internal and external relationships.&nbsp;Essential Duties and Responsibilities:Strategy &amp; Management&nbsp;<ul><li>Leads development of multi-year Marketing &amp; Communications plan and ensures adherence to the goals and brand outlined therein.&nbsp;</li><li>Responsible for the achievement of the goals and objectives of the Marketing and Communications Plan.&nbsp;</li><li>Ensures that evaluation systems are in place related to these goals and objectives and reports progress to the VP, and at times to the CEO and Board.&nbsp;</li><li>Ensures that appropriate systems, staffing, and procedures are in place to properly and reasonably support marketing and communications efforts.</li><li>Works across departments to design and implement communications strategies and effective messaging for organizational and project-specific goals.&nbsp;</li><li>Works with the VP to develop annual budgets for marketing &amp; communications, and monitor progress, assure adherence, and evaluate performance.</li><li>Assists all staff in ensuring communications are culturally competent and reach diverse audiences.&nbsp;</li></ul>Content and Digital Media Management&nbsp;<ul><li>Develops, implements, and evaluates an annual marketing and communications plan that includes social media, print and digital content, and email marketing.&nbsp;</li><li>Develops and oversees design, distribution, and maintenance of high-quality print and digital collateral including external reports, brochures, presentations, newsletters, social media, video, and event invitations.</li><li>Leads the strategy and generation of engaging digital content through compelling storytelling for website, social media and email channels that leads to measurable action, with a particular focus on prospect to donor ratio and conversion.</li><li>Evaluates marketing campaigns using data analytics.</li><li>Ensures brand identity, messaging and marketing and communications strategy are infused in all organizational efforts (programming, development, network support).</li></ul>Fundraising&nbsp;<ul><li>Develops collateral related to year-round fundraising efforts.</li><li>Ensures fundraising and advocacy collateral appeals to various constituency groups and is forward thinking.</li><li>Participates in event planning</li></ul>Press and Public Relations&nbsp;<ul><li>Identifies trends, monitors current events and influencers to anticipate opportunities to engage in and/or lead the local, state, and national conversation on community impact.&nbsp;</li><li>Guides the strategy on press outreach, including messaging in press releases, creation of press kits and materials, talking points, interview preparation, and responses to media requests.&nbsp;</li><li>Develops close partnerships with members of the media and occasionally represents United Way of Greater Chattanooga at public events.</li></ul>JOB REQUIREMENTS:SKILLS &amp; QUALIFICATIONS&nbsp;<ul><li>Bachelor’s degree required, advanced degree preferred in the areas of communications and marketing related field (e.g., marketing, business administration, management, advertising, journalism, and/or communications).</li><li>At least three to five years of professional experience, including leading the communications, marketing, social media, and public relations activities of a high-paced organization.</li><li>At least three to five years of management experience.</li><li>Demonstrated skills, knowledge and experience in the successful development and execution of marketing campaigns, communications, and public relations activities as well as team management.</li><li>Experience overseeing the design and production of online and print collateral and publications.&nbsp;</li><li>Excellent writing and editing skills.&nbsp;</li><li>Computer literacy in Microsoft Office required – content management and Creative Cloud experience preferred.</li><li>Excellent people skills, with commitment to working with shared leadership and in cross-functional teams.&nbsp;</li><li>Flexible and self-starter; able to project manage multiple concurrent projects while also being highly detail-oriented with attention to quality.&nbsp;</li><li>Demonstrated resourcefulness in setting priorities, proposing new ways of creating efficiencies, and guiding investment in people and system.&nbsp;</li><li>Personal qualities of integrity, credibility, and commitment to United Way of Greater Chattanooga’s mission.&nbsp;</li></ul>CORE COMPETENCIES REQUIRED&nbsp;<ul><li>Mission-Focused: Catalyze others’ commitment to mission to create real social change that leads to better lives and healthier communities.&nbsp;This drives their performance and professional motivations.</li><li>Relationship-Oriented: Understands that people come before process and is astute in cultivating and managing relationships toward a common goal.</li><li>Collaborator: Understands the roles and contributions of all sectors of the community and can mobilize resources (financial and human) through meaningful engagement.</li><li>Results-Driven: Dedicated to shared and measurable goals for the common good; creating, resourcing, scaling, and leveraging strategies and innovations for broad investment and impact.</li><li>Brand Steward: Steward of the brand and understands his/her role in growing and protecting the reputation and results of the greater network.</li></ul>Position Type/Expected Hours of Work<ul><li>This is a full-time position, and general hours of work and days are Monday through Friday, 8:30 a.m. to 5:30 p.m.&nbsp;It may occasionally require some irregular hours and weekend work.</li></ul>Benefits Summary:&nbsp;&nbsp;&nbsp;&nbsp;United Way of Greater Chattanooga offers a generous benefits package consisting of medical, dental, vision, life, flexible working schedules, 403b and match, paid time off, flex time, paid parking, Text Care, and more.If you are interested in applying for this position, please submit your resume and cover letter to <a href="mailto:tammymccallie@uwchatt.org" target="_blank">tammymccallie@uwchatt.org</a> .

United Way of Greater Chattanooga

Director of Marketing

United Way of El Paso County is committed to improving the lives and futures of all people in the 
community. We bring together expertise, funding and volunteer support to positively impact 
education, health, basic needs, and financial stability. In partnership with others, we work to 
eliminate inequities experienced by diverse populations so that all people have a safe, healthy 
home environment, achieve their educational potential, and increase their financial stability. We 
commit to building bridges across cultural, racial, religious, and economic boundaries. 

POSITION: SENIOR VICE PRESIDENT/CHIEF OPERATING OFFICER 
 
REPORTS TO: President and CEO 
 
PURPOSE: The Senior Vice President/Chief Operating Officer (SVP/COO) supports the 

mission of United Way of El Paso County (UWEPC) by leading a team of 
passionate and committed individuals to develop and sustain deep redesign of its 
strategy and operations. 

 
The SVP/COO will lead operations, assisting the CEO in governance and 
corporate administrative matters, including business/strategic planning and 
organizational change efforts. The SVP/COO will provide supervision and 
oversight to staff teams and departments, in addition to representing the 
organization in the CEO’s absence in public meetings, events and with volunteers 
and other stakeholders to further United Way’s interests. 

 
 
POSITION OVERVIEW: 

Demonstrate ability to think strategically about the unique role, approaches and contributions of 
United Way of El Paso County. 

Ability to develop and implement United Way’s overall business/organizational strategy, 
integrating the functional areas into highly effective community impact response to critical 
community needs. 

Have extensive experience in leading high-performing teams (volunteers and staff) in the design 
and delivery of results-based, high-profile, large-scale initiatives, programs and advocacy/public 
policy efforts. 
 
KEY RESPONSIBILITIES: 

Provide leadership and management to a high-performing team of volunteers, staff and 
community members by clarifying priorities, creating and monitoring progress towards 
organizational and individual goals. Working closely with the CEO and Board, direct the 
cultivation, solicitation, execution, and stewardship of UWEPC’s resources. 
 
Philanthropy and Engagement 

ï· Assist the implementation of corporate partnerships and their employees through new 
engagement opportunities, existing initiatives and lead the change management process 
for a successful philanthropy transformation. 


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ï· Assist to engage leadership, Board, and external champions to identify, connect with, and 
secure new mutually beneficial partnerships across a variety of industries and sectors. 

ï· Invest time and focus in helping to develop and implement new norms for utilizing our 
CRM for managing portfolio and account activity, donor outreach, donor research, 
employee engagement, event attendance, communications, etc. 

ï· Oversee Engagement (Marketing &amp; Communications); produce compelling digital and 
printed corporate giving assets to promote our work, elevate our existing partners, and 
demonstrate the impact of corporate partnership investments 

ï· Consult with other United Way markets on best practices and innovations in corporate 
giving. 

ï· Attend and participate in community events to strengthen United Way's presence and 
establish and grow relationships. 
 

Administrative/Operations Functions 

ï· Oversight of Human Resources functions, including establishing staff benefits and policies 
designed for attracting and retaining qualified staff. 

ï· Manage, coach, and develop staff leaders. 

ï· Perform duties in accordance with UWEPC policies and procedures 

ï· Manage department budget and expenses including planning and management of budget 
line items for specific outcomes. 

ï· Direct and manage employees, interns, consultants, and volunteers. 

ï· Ensure staff work plans meet organizational goals and objectives. 

ï· Counsel and assist staff in professional growth and development within UWEPC and the 
community. Conduct timely performance evaluations. 

ï· Serve as general resource to all staff, facilitate internal committees as requested. 

ï· Implement the goals and objectives of the Board-approved Strategic Plan and on a regular 
basis, present results and challenges to board and senior staff. 
 

Budgeting and Risk Management 

ï· Assist in establishing an annual budget plan. 

ï· Evaluate budget reports vs. actual results and recommend corrective action as required. 

ï· Oversee the contract approval process to ensure contractual terms and cost effectiveness. 

ï· Participate in the financial internal control system as required. 

ï· Manage progress towards revenue goals throughout the year, providing monthly 
projections against goal, with a strong emphasis on understanding and follow-up of 
revenue projected. 

ï· Ensure accurate and detailed donor and account records in order to analyze deployment 
of resources against objectives; assign relationship management responsibilities 
throughout the Corporate Partnerships team; assess and evaluate areas of responsibility 
and adjust resources across all industries and portfolios as needed to drive increased 
investments and engagement. 
 

Community Impact 


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ï· Provide leadership over the development of community-wide goals, and implement a 
strategic and cohesive plan for impact to make progress on these goals, all based on an 
understanding of community needs, an awareness of community resources, and a 
knowledge of local and national best practice strategies (financial, advocacy, volunteer, 
other). 

ï· Leverage and align UWEPC’s unique strengths and abilities to support the strategies by 
engaging in relationships and partnerships, and measuring results. 

ï· Oversee community information assets and needs, and direct initiatives to address 
development and dissemination of information related to health and human services. 

ï· Work with board and staff to identify and recruit a diverse and dynamic group of business, 
academic and community change leaders to support UWEPC’s Community Impact 
agenda. 

ï· Oversee collection and tracking of key data points related to United Way’s areas of 
strategic focus. 

ï· Provide leadership over the development of direct systems and structures for the 
investment of the (UWEPC) Community Impact Fund and other small funds. 

ï· Provide leadership and direction in the design and implementation of integrated strategies 
that deliver results on United Way’s Community Impact Agenda. 

 
Public Policy &amp; Advocacy 

ï· Provide leadership, strategy, planning, coordination and implementation of public policy 
agenda/initiatives, including stakeholder, i.e., Board of Directors, Community Impact 
Committees, funded agencies, etc., participation. 
 

SKILLS AND COMPENTENCIES: 

Interpersonal Skills 

ï· Experience working in collaborative environments and cross functionally to achieve goals. 

ï· Strong project management, process improvement, or other applicable experience. 

ï· Strong analytical skills using data to support decisions. 

ï· Problem-solver and self-starter who initiates solutions; collaborates and negotiates 
effectively with team members, partners, and stakeholders. Strong ability to distill and 
communicate complex issues and concepts to others. 

ï· Strong communicator focused on building relationships and leveraging partnerships to 
advance priorities and initiatives. 

ï· Personal attributes of honesty, integrity, professional behavior, tact, sense of urgency, and 
sense of humor. 
 

Computer Skills 

Excellent computer skills with knowledge of MS Office applications (Outlook, PowerPoint, Word, 
Excel); knowledge of social media and website management platforms i.e. Facebook, Twitter, 
Snapchat, Instagram, Wix; Strong knowledge of virtual meeting platforms i.e. Zoom, GoTo 
Meeting, Facebook Live, Microsoft Teams; knowledge of case management software and 
workflow. 


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Core Competencies for all UWEPC Staff 

ï· Mission Focused: Catalyze others’ commitment to the mission to create real social change 
that leads to better lives and healthier communities. This drives their performance and 
professional motivations. 

ï· Relationship-Oriented: Understands that people come before processes and is astute in 
cultivating and managing relationships toward a common goal. 

ï· Collaborator: Understands the roles and contributions of all sectors of the community and 
can mobilize resources (financial and human) through meaningful engagement 

ï· Results Driven: Dedicated to shared and measurable goals for the common good: 
creating, resourcing, scaling and leveraging strategies and innovations for broad 
investment and impact 

ï· Brand Steward: Steward of the brand and understands his/her role in growing and 
protecting the reputation and results of the greater network. 


Minimum Qualifications-- Experience/Position Requirements 

Bachelor’s degree in business, public administration, social sciences, non-profit management, or 
related field with ten (10) years of senior leadership/management experience or MBA/advanced 
degree with seven (7) years of senior leadership/management experience. 
 
Broad based business background with knowledge and experience in organizational 
development, continuous quality improvement, and business compliance requirements, 
preferably with background in each of the managed functions. Demonstrated executive and 
administrative capability including organizational development and change management 
experience. 
 
Analytical and decision-making skills and an ability to anticipate and develop appropriate 
recommendations consistent with the desired work environment. Leadership, strategic vision and 
big picture perspective. 
 
Excellent verbal and written communication skills and an ability to create the internal 
communication systems needed to engage and build staff ownership of the organization’s goals 
and objectives at all levels of the organization. Business perceptive and creative, innovative, 
critical, and forward-thinking skills. 
 
Ability to assume a leadership role while establishing effective working relationships with a broad 
cross-section of staff and volunteers in a culturally sensitive and respectful manner. 
 
Previous volunteer and/or work experience in both the for-profit and non-profit sectors is 
desirable. 
 
Must be able to work a flexible schedule with the possibility of early morning, evening, and 
weekend work. 
 
Must pass a background check. 
 
The physical demands described here are representative of those that must be met by an 
employee. 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 


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required to sit, 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 and occasionally lifting up to 25 pounds. 
 
The employee may occasionally travel using personal vehicle and/or work outside normal office 
environment. Must possess a valid driver’s license, current auto insurance, and daily access to 
reliable vehicle. 
 
The above statements are intended to describe the general nature and level of work being 
performed by the individual in this position. They are not intended to be an exhaustive list of all 
duties, responsibilities, and skills required of the position. Duties, responsibilities and activities 
may change at any time with or without notice. 
 
Job Classification: Exempt Salary: $80,000- $100,000 
 
This is a full time exempt position with competitive Benefits (Health, Dental, Life Insurance and 
Retirement Contributions). 
 
The United Way of El Paso County is an equal opportunity employer. We champion diversity, 
equity, and inclusion. We take action to ensure equal opportunity and all candidates are 
considered without regard to race, color, religion, national origin, age, sex, sexual orientation, 
gender identity, marital status, ancestry, physical or mental disability, veteran status, or any other 
legally protected status.

United Way of El Paso County

Senior Vice President/Chief Operating Officer

United Way of Lee, Hendry, Glades 
7273 Concourse Drive | Fort Myers, FL 33908 | 239.433.2000 
<a href="http://www.UnitedWayLee.org" target="_blank">www.UnitedWayLee.org</a> 

Job Description 


Job Title: Manager, Mission United 
Department: United Way 211 
Reports to: Director of 211 
Status: Non-Exempt FT 
Salary Range: $45,000 - $50,000 DOE 
Location: Lee, Hendry, Glades 
Send Resume and Cover Letter to: <a href="mailto:Keila@UnitedWayLee.org" target="_blank">Keila@UnitedWayLee.org</a> 
Deadline for Application: November 21, 2025 – 5 PM 
 

United Way of Lee, Hendry, &amp; Glades (UWLHG) is a volunteer driven organization dedicated to 
improving the quality of life for all people in our community. This is accomplished through fundraising, 
fund distribution (90+ partners), community building, volunteer advancement, and information and 
referral. UWLHG is a nonprofit social services organization, with eighty employees in four locations with 
the main campus being located at 7273 Concourse Drive, Fort Myers, FL. 
 

Summary: Provides oversight and growth-minded leadership to the Mission United program, ensuring 
effective coordination of daily operations. This position acts as the primary contact point for 
stakeholders and key community partners within Mission United and is a visible community-facing 
representative of United Way in Lee, Hendry, and Glades Counties. This position advocates on behalf 
of veteran clients and may be asked to support other areas within 211 during times of need. Models the 
attributes of respect, trust, sensitivity and confidentiality to callers, stakeholders, and coworkers. 

Essential Functions 

1. Responsible for the overall support and service delivery of Veteran Care Coordination, 
including: 

a. Providing care coordination service via telephone, email, IM/Chat and in-person to 
veterans. 

b. Conducting comprehensive needs and service assessments. 
c. Facilitating referral to appropriate service providers, facilities, and treatment. 
d. Conducting comprehensive, person-centered activities in accordance with best 

practices. 
e. Screenings for risks to health and safety. 

2. Provides follow-up and monitoring quality of service delivery and care Coordination. 
3. Advocates on behalf of veterans and families to access federally funded and private 

organizations to meet basic and related service needs. 
4. Composes or prepares correspondence, case notes, narrative and technical reports, 

notifications, and related documents using computer-based applications in a clear and 
professional manner. 

5. Organizes and hosts bi-monthly Mission United Stakeholder Meetings to ensure engagement 
and collaboration with diverse community partners. 

6. Coordinates and attends veteran-focused and community outreach events/meetings, acting as 
an advocate for the Mission United program, as well as United Way. 


United Way of Lee, Hendry, Glades 
7273 Concourse Drive | Fort Myers, FL 33908 | 239.433.2000 
<a href="http://www.UnitedWayLee.org" target="_blank">www.UnitedWayLee.org</a> 

7. Analyzes, interprets, and prepares statistical data for Mission United Stakeholders, and any 
funders. 

8. Assists in the process of grant applications and any other funding opportunity. Tracks and 
reports on data and program information as appropriate post-award. 

9. Acts as the primary contact for Veteran specific funders such as Bonita Bay Veterans Council 
and Military Officers Association of America (MOAA). 

10. Monitors Veteran resources in database assuring Veteran resources are up to date and 
accurate. Assists in researching/developing new resources for Veterans. 

11. Emergency Response – all employees will be required to work before, during, or after an 
Emergency as needed. During an Emergency, employees may temporarily be assigned to work 
and perform duties outside the normal scope of their position, location and work schedule to fit 
the needs of the County and its citizens. 

12. Supports the greater United Way 211 department, as needed, including assisting in client calls 
or data collection. 

13. Works closely with Marketing and Campaign departments to further tell the story of United 
Way’s Mission United program in new and impactful ways. 

14. Responsible for all program administration including monitoring and managing program staff, 
performing employee evaluations in a timely manner, and submitting relevant purchase orders. 

Other Duties 

Please note this job description is not designed to cover or contain a comprehensive list of activities, 
duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and 
activities may change at any time with or without notice. 

Supervisory Responsibilities: Supervises 1 staff. 

Qualifications: The following requirements are representative of the knowledge, skill and/or ability 
required to satisfactorily perform the essential job duties. 

Education and/or Experience: Minimum of AA degree or comparable work experience. A minimum of 
3 years of experience with progressive responsibility in the field of veteran or social service experience 
preferred. Prior experience for public or nonprofit employer is highly preferred. 

Relationship Management: Strong ability to build and maintain relationships with a wide variety of 
stakeholders including community leaders, corporate supporters, social service entities, and 
governmental agencies. 

Communication: Excellent verbal and written communication skills to effectively interact with and 
present to various stakeholders, including Board Members, clients, donors, volunteers, and community 
members. 

Operational Management: Proven experience in overseeing program operations, ensuring efficiency, 
and compliance with any grant or governmental requirements. 

Analytical Skills: Ability to track, analyze, and report on program outcomes and measurements to 
drive continuous improvement. 

Collaboration: Strong collaborative skills to work effectively with multiple departments and achieve 
organizational goals. 


United Way of Lee, Hendry, Glades 
7273 Concourse Drive | Fort Myers, FL 33908 | 239.433.2000 
<a href="http://www.UnitedWayLee.org" target="_blank">www.UnitedWayLee.org</a> 

Knowledge of Program Management preferred. 

Interpersonal Skills: Excellent active listening, and interpersonal skills required. Strong critical 
thinking, prioritization and judgment skills required. Business writing skills are necessary. Strong 
administrative and operational skills essential. 

Language Skills: Ability to write reports and business correspondence. Ability to present information to 
and respond to questions from diverse clients, providers, and program stakeholders. 

Computer Skills: Requires knowledge of MS Office software and database programs. ANDAR 
software knowledge preferred. 

Presentations Skills: Will require frequent public speaking at meetings and related activities. 

Licenses: Valid Florida Driver’s License with a driving record that meets our insurance guidelines. 

Other Skills: Problem solving capabilities, empathy, and cultural diversity skills. 

Physical Demands: 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, talk and/or hear. The 
employee is frequently required to use finger and hand motion and occasionally to stand, walk and 
reach with hands and arms. The employee must frequently lift and/or move up to 20 pounds and 
occasionally lift and/or move up to 30 pounds. There may be additional physical requirements 
associated with events or special projects. Specific vision abilities required by this job include close 
vision, distance vision, depth perception and ability to adjust focus. 

Work Environment: The work environment characteristics described here are representative of those 
an employee encounters while performing essential functions of this job. Reasonable accommodations 
may be made to enable individuals with disabilities to perform the essential functions. This job operates 
in a professional office environment, off-site venues and outside event areas in various weather 
conditions. This role routinely uses standard office equipment such as computers, phones and 
photocopiers. 

This is a full-time, non-exempt position. Days of work are Monday through Friday 8:00 am-5:00 pm. 
Evening and weekend events may be required as job duties demand. Travel may be required to other 
counties as needed. 

United Way is an equal employment opportunity employer and does not discriminate against any 
person because of race, color, creed, religion, sex, national origin, disability, age, genetic information or 
any other characteristic protected by law. This nondiscrimination policy extends to all terms, conditions 
and privileges of employment as well as the use of all company facilities, participation in all company-
sponsored activities, and all employment actions. United Way will make reasonable accommodations 
for qualified individuals with known disabilities unless doing so would result in an undue hardship. 

Terms of employment are subject to satisfactory negative drug testing as part of our drug-free 
workplace program. Background testing will be conducted because of the nature of the position. 
Applicants may be asked to take an online skills assessment. 


United Way of Lee, Hendry, Glades 
7273 Concourse Drive | Fort Myers, FL 33908 | 239.433.2000 
<a href="http://www.UnitedWayLee.org" target="_blank">www.UnitedWayLee.org</a> 

Additional information: 

UWLHG is an exceptional workplace that can provide you with: 
 • Opportunity to work with smart, passionate, and enthusiastic team members and volunteers 
 • Working with diverse staff and other constituents 
 • Culture of high-performance expectations and accountability 
 • Exciting and challenging work 
 • Opportunity to help solve the community's toughest problems 
 • Competitive pay that is commensurate with demonstrated successful performance and 

experience 
 • Paid Health and Dental Insurance for employee, 401K, and monthly accrued PTO 


<ul>	<li>Job Description</li>
</ul>

United Way of Lee, Hendry, Glades

Mission United Manager

Purpose of Position:&nbsp;Through active listening, effectively identify and connect people in need to available community resources while demonstrating respect and compassion. I&amp;R Specialists may be called upon to de-escalate stressful situations, be involved in follow up communications, complete intake assessment for specialized programs or services, perform outbound calls, basic database maintenance and community outreach.&nbsp;Key Responsibilities and Essential Functions:&nbsp;<ul><li>Provide exceptional customer service as the first point of contact with the United Way of Northeast Florida 211 by linking community members with appropriate services and providing immediate crisis intervention as necessary.</li></ul><ul><li>100% compliance with UW 211 policies and procedures</li><li>Knowledge or willingness to learn &amp; compliance with Inform USA (formerly AIRS)</li><li>Establish clear and effective communication using good contact techniques and active listening in a non-judgmental way</li><li>Accurately assess caller’s needs and engage in collaborative problem solving to prioritize and develop an action plan without offering advice or opinions</li><li>Provide thorough, appropriate, and helpful referrals, information, and/or intervention services to address the caller’s need(s)</li><li>Help caller address any perceived barriers or challenges to getting assistance</li><li>Offer honest information regarding services or programs that may not exist in our community. Discuss alternatives, if possible</li><li>Use direct intervention and advocacy when needed as agreed to by the caller</li><li>Conduct complete and accurate interviews and capture all required data into contact center software(s)</li><li>Respect and maintain client confidentiality; follow all agency and program guidelines regarding confidentiality</li><li>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</li><li>Demonstrate a willingness and ability to work with difficult callers or calls using accepted techniques and principles</li><li>Develop and practice individual self-care plans</li><li>Follow up on referral cases or other inquires as needed</li><li>Demonstrate a desire to improve with active and open participation in quality assurance program</li><li>Complete required initial and ongoing training as needed</li><li>Demonstrate a commitment to United Way’s vision, mission, values, and Code of Ethics in all interactions with coworkers and constituents</li><li>Expected to maintain an average score of 70% or greater on all individual performance metrics</li><li>Perform other such duties as may be assigned by the supervisory team</li><li>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. &nbsp;</li></ul>Experience/Qualifications:&nbsp;<ul><li>Applicant should possess a motivation to help people, a non-judgmental attitude, excellent interpersonal skills, and an ability to empathize&nbsp;&nbsp;</li><li>Enter&nbsp;a minimum of 2 years of experience in related field&nbsp;</li><li>High School diploma/GED required. Associate’s degree in a health and human services related field preferred OR minimum one-year experience in health and human service related field&nbsp;</li><li>Inbound call experience or prior I&amp;R experience strongly preferred</li><li>Proficiency in oral and written communication skills</li><li>Demonstrated proficiency in the use of computer equipment, phones, various software programs and resource file</li><li>Comfortable handling calls from a wide-range of people in crisis situations&nbsp;</li><li>Ability to work effectively under stress and maintain productivity and composure under pressure</li><li>Comfortable working in a fast-paced environment</li><li>Adapt readily to changes</li><li>Ability to use good judgment and assessment techniques</li><li>Ability to work with minimal supervision</li><li>Effectively prioritizes work and establishes clear goals in coordination with supervisor&nbsp;</li><li>Flexibility to work variable shifts within a hybrid, remote environment.&nbsp;</li><li>Overtime and holidays as assigned</li><li>Ability to pass and maintain a Level 2 background check is required.&nbsp; 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.</li><li>Must pass pre-employment drug screening&nbsp;</li><li>Staff members who drive a vehicle on UWNEFL business must provide proof of a valid driver’s license and current automobile insurance. &nbsp;</li><li>Keep all activities in line with the core values and contribute to the positive culture of United Way of NE Florida.&nbsp;&nbsp;</li><li>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.&nbsp;</li></ul>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&nbsp;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, talk, and/or hear.&nbsp;Continual use of the hands with wrist and finger movement using a keyboard is required.&nbsp;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 below. 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.&nbsp;United Way of Northeast Florida is an Equal Opportunity Employer and a Drug Free Work Environment.UWNEFL reserves the right to adjust work location.

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