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The Mission and Opportunity
2-1-1 NorCal operates in Shasta and Tehama counties and provides free social services information and referrals to residents 24 hours a day, seven days a week, 365 days a year. The service is available through call, web (211norcal.org) and text services. Common referrals are for housing; food; utility assistance; counseling and addiction services; free or low-cost legal assistance, and transportation.
2-1-1 NorCal is experiencing growth as a result of increased awareness of the service; new contracts for outreach on specific health and child development issues; planned expansion to neighboring counties (Siskiyou County will come on line in the next few months), and 2-1-1's utility as an easy-to-remember number for public information during times of disaster. Because 2-1-1 is always "on," and because its scope can encompass any social services need, possibilities for service and expansion abound.
United Way of Northern California (UWNC) operates 2-1-1 NorCal. The program is a central element of the agency's mission to fight for the health, education and financial stability of all residents. Through maintenance of the 2-1-1 database, UWNC connects with virtually all social services and emergency response agencies in the region. The continued effectiveness and expansion of 2-1-1 is critical to UWNC's strategic future.
Job Summary
The 2-1-1 Program Manager will ensure operational excellence of the 2-1-1 social services helpline and its related services. The Program Manager will supervise the contract database manager and oversee 2-1-1 NorCal's relationship with its outsourced Call Center. Working closely with the UWNC President & CEO, the 2-1-1 Program Manager will help shape strategic direction for the service, looking for new opportunities to expand mission and revenue. The 2-1-1 Manager will ensure effective communications and collaboration with key stakeholders including valued funders; the UWNC Board of Directors and its Community Impact Committee; the 2-1-1 Advisory Committee; state 2-1-1 provider networks; non-profit partners, and emergency response agencies.
Principal Job Responsibilities
Supervise the 2-1-1 resource database contractor; oversee the collection and maintenance of resources for the 2-1-1 NorCal database and the maintenance and development of 211norcal.org
Coordinate updates to the 211norcal.org website; provide materials as needed to the web contractor
Serve as principal contact for the 2-1-1 Call Center and database software vendor
Serve as principal contact for 2-1-1 funders and program partners
Coordinate effective communications and project implementation with partner agencies Tehama Together and Siskiyou CSC
Working with the President & CEO, develop and implement program goals for 2-1-1 with an eye towards innovative initiatives that advance mission and provide revenue opportunities
Working with the President & CEO and, as needed, the Development Director, locate and apply for grants and contracts
Ensure all activities mandated by contract are executed and that contracted reporting is completed in a timely fashion
Ensure drafting and implementation of marketing and communications efforts aimed at spreading awareness and mobilizing public support for 2-1-1
Staff and support the 2-1-1 Advisory Committee
Provide reports on usage of the service and other operational data on a regular and ongoing basis
Represent the CEO and United Way as needed and assigned at community and sector events
Other duties as assigned
Key Skills, Attributes and Competencies Desired
Passion for community service
Strong project management skills
Entrepreneurial mindset; ability, willingness to think "out of the box"
Thinks strategically; gathers and uses data effectively
Goal oriented; outcomes driven
Collaborative; operates effectively in a team
Personable; builds and maintains relationships
Ability to engage with and relate positively to diverse audiences
Good negotiator
Manages time well; ability to multi-task; tolerance for ambiguity
Clear thinker and communicator
Effective presenter
Poised and resilient
Qualifications
Minimum Bachelor's degree, or equivalent work experience, in health and human services, business administration, public administration or related fields.
Minimum three years experience in the non-profit field, or in government or private-sector work that intersects with social issues.
Management / supervisory experience preferred.
Proven track record of working with multiple agencies or entities to accomplish mutual objectives.
Knowledge of regional social service issues and agencies a plus.
Bilingual / multilingual a plus.
Experience with a call service, call center and/or help line a plus.
Able to work on a keyboard comfortably through an eight-hour shift.
Able to lift up to 15 pounds.
This position involves occasional travel and occasional work beyond normal business hours.
United Way of Northern California is an Equal Opportunity Employer.
Vacancy expired!