SALARY: $70 - 75K DOE

OVERVIEW:

The Service Delivery Manager is responsible for oversight and coordination of the daily operation of providing quality information and referral services to persons calling the 2-1-1 Texas/United Way HELPLINE. Develops processes and procedures for workforce management to ensure 24/7 coverage of HELPLINE activities. Manages and evaluates productivity metrics. Coordinates 2-1-1 facility tours and speaking engagements. Maintains continued involvement in THRIVE focus area and coordinates and oversees all special projects. Manages on-call, after-hours, weekend and holiday coverage calendars. Oversees and coordinates onboarding and training for service delivery staff. Supports the Director of Service Delivery in programmatic reporting and compliance related activities.

PRINCIPAL DUTIES & RESPONSIBILITIES:

• Manages daily operation of 2-1-1 Texas/United Way HELPLINE to provide quality information and referral to persons in need. Develops processes and procedures for workforce management to ensure 24/7 coverage of HELPLINE’s activities. Manages and evaluates HELPLINE productivity including metrics - Service Level, Average Speed of Answer, Average Handle Time, Schedule Adherence, etc. Manages on-call, after-hours, weekend and holiday coverage calendars for the Area Information Community (AIC) and with after-hours partners.
• Oversees 2-1-1 special projects and programs that align with United way’s strategic initiatives. Supports the Director, Service Delivery in the successful completion and submission of SOP’s, programmatic reports and deliverables.
• Manages onboarding, training and certification for new service delivery staff. Coordinates ongoing training and development activities for all service delivery staff.
• Coordinates center tours and speaking engagements with special emphasis on tours by donor companies to include senior level and influential volunteers. Coordinates community education and marketing activities. Participates in emergency management response efforts during major disasters, leading 211’s response.
• Supports HELPLINE by answering incoming calls as needed. Participates in relevant professional organizations and committees and represents United Way at key events to increase awareness of 211 Texas/United Way HELPLINE. Performs other duties as assigned by supervisor towards integrating division activity with the United Way strategic plan. Works collaboratively and with select cross-functional taskforces and committees. As an essential employee, may be required to work extended hours and/or times other than normal business hours.

Qualifications

Education

Required

Bachelors

Experience

Required 5 years

Demonstrated experience in direct social services or delivery of information and referral services, preferably within a call center environment. Must have knowledge of community resources and adult learning processes and experience in preparing and implementing adult training opportunities. Must demonstrate excellent communication, customer service, problem solving and active listening skills. The ability to analyze data, create reports and make solid recommendations is essential for success.

Licenses & Certifications

Preferred

Certified Resource Spec