|Title:||Supervisor of 211 Services|
The Supervisor of 211 Services oversees all aspects of the 211 Resource Center and management of Community Navigators, Volunteers & Interns. This person will ensure efficiency, productivity and quality performance activities of 211. Responsible for supporting a team of Community Navigators, as well as serving as a role model in daily activities.
Supervision and Support – 30%
- Maintain a highly performing 211 Resource Center by ensuring that center policies and procedures are followed and that a high degree of professionalism is presented in alignment with United Way’s core values
- Lead a highly effective team, with emphasis on responsibility and accountability
- Maintain a supportive, collaborative and encouraging work environment
- Coordinate staffing to ensure adequate coverage, which includes approving timesheets and paid time off requests
- Perform call monitoring and coaching and assist in developing individual improvement plans to consistently achieve exceptional performance
- Utilize critical thinking skills, reasoning and expertise to help brainstorm solutions with Community Navigators
- Use effective crisis intervention skills and suicide prevention tactics to support Community Navigators during escalated calls
- Identify opportunities to advocate elimination of barriers to service, reduce potential for harm and provide more immediate access to services, as well as encourage and assist Community Navigators to do the same
Resource Navigation - 30%
- Respond to individuals in-person, either onsite or offsite, via phone, email or text messages and provide effective resource navigation
- Utilize highly developed critical thinking skills and reasoning to connect the dots on complex issues, uncover root causes of issues and identify alternative solutions for unmet needs
- Positively represent United Way and 211 by responding to each inquirer in a professional, nonjudgmental, culturally-appropriate manner
- Make sure documentation accurately reflects what transpired during the interaction
- Follow protocol to make 211 resource staff aware of new or changed agency/program information in a timely and appropriate manner
- Utilize problem solving skills to collaborate with case managers, healthcare providers or other professionals to support them in their daily work
- Be available to work on-call especially during times of disaster including evenings, weekends and holidays
Administration – 20%
- Collaborate with 211 Leadership Team to develop outreach strategies, identify emerging trends, recognize gaps and determine possible solutions to deficiencies.
- Work with 211 Leadership Team to develop guidelines, procedures, protocols and manuals
- Participate in bi-weekly meetings to discuss supervisory concerns and solutions.
- Provide technical support for all 211 resource database, software and phone systems in conjunction with appropriate UWAC staff.
- Identify and help implement workflows, process and training improvements.
- Work with 211 Leadership Team in conducting efficient and effective team meetings on a regular basis
- Ensure effective implementation of all safety procedures to ensure safe working atmosphere for team
- Manage special projects
- Assist with maintaining Alliance of Information and Referral Systems (AIRS) Accreditation
- Assist with report and resource list creation and auditing
211 Training – 20%
- Provide training to new Community Navigators
- Research specialized community services, public benefits/services offered, and agencies that work with specific target populations
- Develop and regularly update training curriculum
- Identify ongoing training needs and staff development activities
- Bachelor’s degree in Social Work, Sociology, Psychology, or other related field of study strongly preferred. Will consider candidate with Associate Degree and 3-5 years of directly related experience.
- A minimum of 3 years of supervising
- Strong active listening, conflict resolution, coordination, facilitation, and problem solving skills.
- Knowledgeable in community, regional and state human and social service resources.
- Proven organizational, written and verbal skills.
- Skill in exercising a high degree of initiative, flexibility, judgement, discretion, and decision making.
- Ability to maintain a courteous and professional attitude at all times.
- Demonstrated personal computer skills with MS Office applications and other software applications.
- Valid Indiana driver’s license; required minimum insurance coverage and daily access to reliable transportation.
- Occasional travel within Indiana is required.
- Ability to work hours outside of the standard 8:00 AM to 5:00 PM timeframe.
Physical Requirements/Work Environment:
Employee must be able to sit for long periods of time. This position requires the ability to talk, hear and read. Employee must be able to type, operate a computer and other general office equipment. Employee will frequently stand, walk, reach with hands and arms, climb stairs, stoop and kneel or crouch. On occasion, employee will drive/operate a car, lift and carry bags and boxes of approximately 20 pounds.
This is a full-time salaried position. United Way of Allen County offers a full range of benefits including health, HRA, HSA, dental, and life and disability insurance benefits, an employee assistance program, as well as a generous retirement plan. UWAC is an EEO/Vets/Disabled employer.