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Role Description

The role of the Manager, 2-1-1 Operations is to provide leadership for UWBG in all aspects of its 2-1-1 operations. The Manager leads all relevant 2-1-1 activities including:

• Staff coordination
• Service delivery
• Data collection and reporting
• Accreditation
• Emergency management
• Certification
• Grant(s) compliance

S/he creates and implements strategies to maintain and improve the daily operation of 2-1-1 and oversees all additional components of the daily operation of 2-1-1 and other duties as assigned by the Director, 211.

Qualifications

• Bachelor’s Degree in social work, organizational management, or related field required
• Master’s Degree in Business, Public Administration, Non-Profit Management or related field preferred
• At least 4-8 years employed in a 2-1-1 and/or call center, information and referral call center, and/or Alliance for Information and Referral Systems Accredited call center
• At least 1-2 years of managerial experience in a call center preferred
• Computer literacy, particularly in Microsoft Office
• Experience can substitute for education on a 2 to 1 basis

Requirements

• Strong organizational skills
• Excellent oral and written communication skills
• Strong project management skills with timely and consistent attention to follow up
• Personal leadership within a team environment – multi-tasker, self-motivated and takes initiative, shares credit and takes responsibility for actions
• Effective problem solver and decision maker
• Computer and telephony literate: MS Office Suite; database knowledge required
• Must be willing to work non-standard work schedule including nights, weekends, holidays and other unusual hours

Physical Requirements

• Regularly required to communicate clearly and effectively, both orally and in writing
• Must be able to transcribe information, read extensively, prepare and analyze data and figures, and operate a computer and other standard office equipment
• Regular travel is required to UWBG facilities and community partner locations
• Must possess a valid driver’s license, maintain an insured vehicle, and have reliable transportation
• Ability to lift, carry, push, and/or pull objects weighing up to 25 pounds

Required License/Registration/Certifications

• Valid Kentucky Driver’s license required and a reliable insured automobile to be used for work-related travel, 0-25% of work time
• Inform USA Community Resource Specialist (CRS) certification is required within one year of eligibility to maintain employment

Work Environment

• This position is 100% remote and must comply with the UWBG remote work policy
• Home office must have reliable internet access and limited distractions
• Occasional travel is required to outreach related events and UWBG staff meetings

Expected Work Hours

• Monday–Friday, 37.5 hours/week
• Work schedule set within 7:30 AM–6:00 PM
• Occasional evenings/weekends may be required

Pre-Employment Screening Requirements

• Any candidate offered a position may be required to pass pre-employment screenings as mandated by UWBG
• These screenings may include a national background check, and Motor Vehicle Record (MVR) review

Benefits

• Full-time and exempt position with full benefits
• 100% employer-paid premiums on employee-only health, dental, and vision plans
• 3%-6% employer contributions to 401(k)
• Employer-paid life/ADD and STD insurance
• Generous parental leave policy, PTO, and more

Salary

$54,000 to $59,000 Annually. Salary commensurate with experience.