211 Manager

Title: 211 Manager

Schedule: Monday - Friday 9 am - 5 pm

Location: Hybrid, Seattle WA

Salary: $90,000 per year.

WA residents only, please.  This position requires a valid driver’s license and vehicle to travel within the state for in person events as needed. 

Our Mission

Crisis Connections fosters resilience and wellbeing for all by connecting people to accessible and compassionate support. We value accountability, collaboration, continuous improvement, respect, and diversity, equity, inclusion & belonging.

Position Summary

The 211 Manager oversees the daily operations of our expanding Washington 211 contact center. The ideal candidate will play a crucial role in managing a high-performing, compassionate team that provides support to individuals in need. Reporting to the Director of Essential Services, the successful candidate is an experienced leader who organizes and implements guidelines, processes and procedures governing Washington 211 operations.

The person in this role is responsible for ensuring high-quality information & referral services are provided to clients. This includes managing staff performance, operational compliance, and community engagement while maintaining service excellence and contractual obligations, balancing team development with strategic organizational objectives This role requires project managing new scopes of work, identifying key tasks, troubleshooting and ensuring deadlines are met.  This role requires significant collaboration internally with other teams and externally with partner organizations, constantly improving efficiencies and helping to shape the future of 211 as a critical part of the emergency management and disaster response system in Washington state. 

Must be willing to work evenings, weekends and holidays as needed. Candidates are expected to be able to travel around the state and attend in person community engagement events or meetings as needed. Must have valid driver’s license and car for traveling to statewide events.

Key Responsibilities

· Manages daily operations, ensuring smooth and efficient workflows, response times and service quality

· Oversees scheduling and staffing, helping to recruit, train and supervise staff

· Provides strong team leadership including regular performance coaching, feedback and professional development opportunities to ensure high standards of service 

· Fosters a positive, inclusive, supportive, collaborative & efficient work environment for team members

· Collaborates with the data team to ensure accurate reports are submitted on time and all deliverables are met

· Engages with key stakeholders, partners and the community to effectively represent and advocate for Washington 211 

· Monitors performance metrics and quality assurance standards, constantly seeking to develop and implement best practices, policies and procedures to improve operational efficiency and service quality 

· Uses data analytics and feedback to assess performance and implement corrective actions when necessary

· Partners with senior management to align goals, identify areas for improvement and implement new strategies for better client experience

· Collaborates to build and monitor program budget

· Full life cycle project management of new scopes of work as needed

· Other tasks and duties as assigned

Core Competencies: 

· Crisis Management: Ability to remain calm and composed during high-stress situations, providing clear guidance and support.

· Collaboration: Skilled in fostering cross-functional teamwork and integrating clinical and operational workflows.

· Problem Solving: Strong critical thinking and problem-solving abilities, especially in fast-paced, evolving environments.

· Empathy & Compassion: Demonstrates empathy and understanding for individuals experiencing crises, ensuring a supportive and non-judgmental approach.

· Operational Excellence: Strong attention to detail, organizational skills, and a focus on efficiency in service delivery.

Position Requirements

· Bachelor’s degree preferred or work equivalency 

· Minimum 5 years of experience in contact center operations (2 years in a leadership role)

· Minimum 2 years supervisory experience required

· Previous project management experience required

· Strong leadership and team management skills, with a proven ability to motivate and lead through change 

· Ability to analyze performance metrics, identify trends and implement improvements

· Effective critical thinking, , problem-solving and decision-making and communication skills

· Proficiency in Microsoft Office Suite and standard technology required

· Exceptional organizations and time management skills

· Ability to multitask and prioritize tasks effectively

· Must be able to work independently and make appropriate decisions

· Knowledge of heath and human services landscape strongly preferred

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Remote Requirements

· Computer Skills Assessment:  This role will require two assessments completed as part of the recruitment process. One will be a general computer literacy assessment which is approximately 15 minutes in length and timed. Second is an MS Office 365 assessment specifically designed to test the core hard skills required to complete essential job functions for this role.  

Driver's License:  This position requires a valid driver’s license and vehicle to travel within the state for in person events as needed.  

· Technology Requirement: Smart phone with ability to download the Microsoft Multi-factor Authentication (MFA) application.

For Remote / Hybrid positions

· High speed internet (wired ethernet connection preferred). No Cellular or Hotspots.

· A quiet and confidential designated working area.

Working Conditions: Individuals in this position should be able to sit or stand for lengthy periods of time. Individuals will need to be able to wear a headset or earphones as they take calls and attend meetings. Individuals will need to manage several IT/software platforms at once and be able to function in an environment with moderate noise and distraction.

This position will expose you to conversations about suicide, mental health issues and staff responding to crisis situations.