Director, 211 Maryland United Way Helpline

United Way of Central Maryland (UWCM) promotes equity, creates opportunity, and improves lives. Our 95 years of service to the people of Greater Baltimore have taught us what it takes to change our region for the better. We are proud to be a source of support, compassion, and hope for people who work hard but still can’t make ends meet. We strengthen families and communities by taking on systemic challenges and increasing access to basic needs- health, housing, employment, education, and more.211 Maryland United Way Helpline is a readily accessible, 24/7, helpline providing information and referral (I&R) services in over 150 languages. It offers individuals an effective means of navigating the complex health and human service delivery system to find resources such as access to food, housing, and other government assistance, that support health and social determinants of health outcomes, for low-income individuals and families. Certified I&R Specialists assess callers’ needs and link them to solutions using a comprehensive database of over 5,000 government & nonprofit programs.United Way of Central Maryland is seeking an experienced human services program manager with strong program management, strategic thinking, and data reporting skills to support overseeing operations of the 211 Maryland United Way Helpline.The 211 Maryland United Way Helpline Director’s key responsibilities include :Reporting and analyzing 211 program and call center data to inform strategies to improve service delivery and social impactOverseeing and managing 211 programs, reports, and budgets as assignedLeading development and implementation of policies and procedures for call centerLeading preparation for AIRS accreditationSupervising and training staffEngaging in outreach to further educate lawmakers, public agencies, health and human service providers, nonprofits, and the general public about 211.Supporting 211 Senior Director with day-to-day operations of the 211 Maryland United Way Helpline, to include oversight of helpline technologyESSENTIAL DUTIES AND RESPONSIBILITIES80% Operations:oCoach and evaluate 211 staff as assigned. Monitor call handling, review caller records, and provide feedback to all direct reports. With the assistance of the 211 Senior Director, train new staff and coordinate ongoing internal and external training for staff. Approve timesheets and leave requests for direct reports. Be available to support the evening shift as needed.Support 211 Senior Director to facilitate meeting established goals for wait time, abandonment rate, and follow-up.Recommend goals and objectives for organizational short- and long-term planning purposes. Work closely with AVP and Health Program Officer and Senior Director in addressing challenges, barriers or significant changes to the program. Lead development of policies and procedures for call center. Ensure policies and procedures are implemented and kept up to date.Provide data reports and statistics to internal and external partners.Support oversight of helpline technology to ensure effective service. In tandem with other call centers, manage the routing of calls, as appropriate.Administer and ensure compliance with grants and contracts to include submitting reports and budget management.Ensure appropriate organizational evaluations to maintain standards. Ensure accreditation standards are maintained.Provide skilled information and referral services in response to requests for help, primarily by phone, as needed.Perform other duties as assigned.20% Public Education/ External RelationshipsRepresent 211 Maryland United Way Helpline in the community, within the nonprofit network and internally with other United Way staff. Develop and implement strategies to increase awareness of 211 to elected officials, public agencies and health and human service providers.Pursue, form, and maintain relationships with external partners such as for-profit companies, non-profit organizations, churches, educational institutions, government entities, etc. to strengthen and advance 211’s position, connection, and service to the community.Represent 211 on boards, committees, etc. to external constituents.Work with marketing team to represent 211 in public media arenas.Support development team by interfacing with donors, volunteers, and other constituents to support 211 and overall UWCM fundraising efforts.ACCOUNTABILITYTo be successful in this job, the Director of 211 Maryland United Way Helpline must consistently demonstrate competency in:Strategic thinking and partnership developmentOrganizational and administrative skillsData collection and analysisPerformance metric managementPublic presentationExhibit and practice excellent customer serviceFlexibility in an everchanging service delivery landscapeINTERACTIONEstablishes and maintains supportive, professional relationships with UWCM staff and volunteers; effectively represents UWCM in the community; supports implementation of strategic partnerships with service providers, non-profit and governmental agencies, churches and others as appropriate.Maintains excellent interpersonal and communication skills, including the ability to work as part of a team.Presents a professional and positive image as a representative of UWCM at external events.Can work with people from diverse backgrounds.Interfaces with 211 Maryland at UWCM staff, volunteers and clients, United Way staff, nonprofit community, and public audiences.QUALIFICATIONS AND REQUIREMENTSEducationBachelor’s degree in social work, human services, or related field. Master’s degree preferred. LMSW or higher licensure preferred. Minimum four years of experience within the human service system. Must have 2+ years demonstrating progressive management and supervisory responsibilities. Previous experience in information and referral, call center management, or crisis response preferred. Knowledge of human service delivery systems in Maryland. Computer literacy.AIRS certification/experience preferred. Must work to receive AIRS certification within two years of hire.Abilities/Skills NeededLeadership —ability to supervise and develop staff.Oral and written communication skills.Administrative, project and budget management skills.Communications, collaboration, and partnership development skills.Persuasive and informative presentation development and delivery.Critical, strategic, and innovative thinking skills.Computer literacy including Microsoft Word, Excel, PowerPoint.PHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by employee to perform the essential duties and responsibilities of the position successfully. Requirements may be modified to accommodate individuals with disabilities.The employee is primarily seated while performing duties of the position. Walking or standing and interaction with personnel located in other parts of the building are also necessary.The hands are regularly used to write, type, keypunch and handle or feel small controls and objects. The employee must frequently talk and listen. Weights of up to 25 pounds may need to be handled (i.e. heavy files, computer reports, computer terminals or other regularly utilized office equipment).TO APPLYInterested candidates should submit a cover letter and resume via email to:United Way of Central MarylandAttention: Human Resources1800 Washington Boulevard, Suite 340Baltimore, MD

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