211 Helpline, Manager
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Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
- Organization: United Way of the Midlands
- Job Title: Manager 211
- Department: 211 Programs
- FLSA Status: Full-timeExempt
- Location: Omaha NE
- Shifts: Schedule may vary and change: Currently looking for Monday-Thursday 11:00 am 7:00 pm and Fridays 3:00 pm 11:30pm. Off Saturday and Sunday.
About United Way of the Midlands:
Since 1923 United Way of the Midlands (UWM) has served the Omaha-Council Bluffs metro by bringing together the business government and not-for-profit sectors and raising money to support our communitys most impactful health and human service programs. UWMs funded programs and direct services including JAG Nebraska 211 and the Weatherization Assistance Program focus on four key areas to improve health and well-being for all build financial stability and strength help young people realize their full potential and address urgent needs today to advance a better United Way we are committed to fostering integrity inclusion and responsibility across our work where all employees feel valued respected and empowered to bring their unique perspectives and experiences to the table.
UWMs Mission:
United Way of the MidlandsUNITESour communitysCARING SPIRITto build aSTRONGERtomorrow.
Guiding Principles:
At United Way of the Midlands we
Since 1923 United Way of the Midlands (UWM) has served the Omaha-Council Bluffs metro by bringing together the business government and not-for-profit sectors and raising money to support our communitys most impactful health and human service programs. UWMs funded programs and direct services including JAG Nebraska 211 and the Weatherization Assistance Program focus on four key areas to improve health and well-being for all build financial stability and strength help young people realize their full potential and address urgent needs today to advance a better United Way we are committed to fostering integrity inclusion and responsibility across our work where all employees feel valued respected and empowered to bring their unique perspectives and experiences to the table.
UWMs Mission:
United Way of the MidlandsUNITESour communitysCARING SPIRITto build aSTRONGERtomorrow.
Guiding Principles:
At United Way of the Midlands we
- BuildTRUSTin everything we do.
- ExtendGRACEby thinking beyond ourselves.
- ShowGRITby bringing iteveryday.
- BeOPENto embracing others differences.
- ActivelyENGAGEby listening and sharing.
- LiveCURIOUSLYto learn constantly.
Manager 211 Summary:
TheManager211is responsible forthe overallmanagementand organization of the helpline staff. This includes training schedulingreportingand all management of the 211 staff. This person will inspire and lead the team members by example as well as assess their work and give them feedback to maximize performance.
Responsibilities:
- Hires trains and preparesCommunity Resource Specialists to understand andcomply withall call centerobjectives performance standards and policies.
- Conducts performance reviews rewards top performers addresses issues and resolves employee complaints tomaintaina positive work environment.
- Monitors and evaluates Community Resource Specialists performance providing learning or coaching opportunities and taking corrective action if necessary.
- Analyzes call center metrics by pulling data and reportsrecognizestrends andcreatesaction plans accordingly.
- Answers Community Resource Specialists questionsregardingbest practices or difficult calls.
- Identifiesoperational issues and suggestspossible improvements.
- Mentors Community Resource Specialists to build a positive culture and environment.
- Fosters a positive working environment focusing on teamwork.
- Efficiently and appropriatelydelegatestasks.
- Follows up with staff to ensure all work projects tasks etc. are completed in an acceptable andtimelymanner.
- Creates and updates 211 team schedules.
- Attends agency meetings toascertainnew or changing events or programs in the community and networks with others.
- Assistsin administering and implementing various community programs.
- Maintains regular communication with the Director 211 Database Manager and Training Manager.
- Stays informed andup-to-dateon Community Resource Specialist standards and industry knowledge.
Supervisory Responsibilities:
- Builds leads and mentors a team ofCommunity Resource Specialists.
- Interviews hires andtrainsstaff in the department.
- Oversees the daily workflow of the department.
- Completesperformance evaluationsfor Community Resource Specialistsaccording to United Way of the Midlands policy.
Required Skills and Abilities:
- Proficiencyin Microsoft Office Suite including PowerPoint Excel and Word.
- Ability to work alternative schedules anddemonstrateflexibility in times of disaster
- Strong commitment to the mission of United Way and the 211network.
- Identifykey challenges inefficiencies and opportunities within datasets to drive process improvements and business solutions.
- Ability to communicate effectively within own department as well as with other departments within the organization and externally in the community
- Ability to relate effectively to a wide range of people from all economic race age ethnic religions social groups etc.
- Ability to adapt to changing situations whilemaintaininga high standard of quality and professionalism.
- Attention to detail and proofreading skills.
- Other duties as assigned.
Education and Experience:
- Associatesdegree isrequired; a bachelors degree is preferred.
- Minimumof two years of relevant experience isrequired.
- Supervisory experience of one to two yearsrequired.
- Completes the Inform USA Community Resource Specialist certification exam within six months of eligibility to ensure adherence to industry standards and quality service delivery.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
- Must occasionally lift and/or move up to 10 pounds.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The noise level in the work environment is usually moderate.
Benefits:
- Shared health dental and vision insurance
- Generous 401(k) Retirement plan
- Paid vacation and sick time
- Employer paid life and disability insurance
- Professional developmentassistance
- Tuition reimbursement
How to Apply:
Pleasesubmityour cover letter and resume
United Way of the Midlands isan equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status protected veteran status or any other characteristic protected by law.
Pleasesubmityour cover letter and resume
United Way of the Midlands isan equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status protected veteran status or any other characteristic protected by law.
Required Experience:
Manager
Key Skills
- Restaurant Experience
- Customer Service
- Employee Evaluation
- Management Experience
- Math
- Employment & Labor Law
- Sanitation
- Leadership Experience
- P&L Management
- Mentoring
- Supervising Experience
- Restaurant Management
