211 Resource Program Manager

United Way of Dane County fights for the education, financial stability, and health of everyone in Dane County. We are committed to the vision of a Dane County where everyone can succeed in school, work and life. To facilitate this, we follow our Plan for Community Well-Being, which measures community level indicators focused on four priority areas of Youth Opportunity, Financial Security, Healthy Communities and Community Resiliency. The Plan for Community Well-Being is achieved through the implementation of United Way initiatives and strategies. United Way of Dane County is committed to meaningful, transformative changes that unites the community to achieve measurable results that change lives. Together, we are The Power of Caring. Working for All.

Housed within the Community Impact department, 211 is a three-digit phone number that connects callers with free and confidential information and referral services. 211 is the central access point for people in need, where we connect people with resources to address multiple social service issues. 

Purpose of Position

The 211 Resource Program Manager plays a critical leadership role in the successful operation of the 211 system. This position is responsible for managing and maintaining the accuracy and integrity of the 211 Resource Database in alignment with Inform USA (IUSA) accreditation standards. The Program Manager oversees staff training and certification related to resource management, ensuring consistent, high-quality work that meets national accreditation criteria.

In addition, the Program Manager supports 211 Call Center operations by ensuring resource taxonomies are well-organized, intuitive, and accessible to staff and clients. The role also includes oversight of the 211 App, collaborating with developers, internal staff, and community partners to ensure the app is functional, user-friendly, and widely promoted as a key tool for connecting people to resources. The Program Manager represents United Way of Dane County in various statewide and national workgroups, acting as a liaison and alternate for the 211 Director on several strategic committees.

Key Responsibilities

70 % Resource Management 

• Lead the overall management and quality assurance of the 211 resource database through updates, research, and classification.
• Supervise Resource Coordinators in both dedicated and split roles with resource management responsibilities.
• Manage the development, testing, troubleshooting, and promotion of the 211 App.
• Respond to inquiries from community agencies and support them in updating their service information.
• Conduct outreach to local service providers to maintain accurate and up-to-date information.
• Represent United Way in a professional manner by delivering presentations on 211 services and available community resources to partner organizations and the general public.
• Collaborate with the Resource Development Department and 211 Director to support donor education and campaign outreach efforts.

20 % Call Center Support 

• Serve as a backup on the 211call center schedule as needed.
• Assist with onboarding and training new call center staff, particularly in the use of the resource database and taxonomy tools.

10 % Organizational Support 

• Actively contribute to the Community Impact team and broader organizational initiatives.
• Participate in key events, committees, and donor/community activities, including those held outside of standard business hours.
• Actively participate in at least one United Way internal committee.
• Perform additional duties as assigned.

Minimum Qualifications

• Associate degree in human services, information systems, or related field, or equivalent combination of education and experience. Bachelor’s degree preferred.
• Excellent written and verbal communication skills.
• Ability to work effectively with individuals of diverse backgrounds and lived experiences.
• Detail-oriented, with strong analytical and time management skills.
• Strong interpersonal skills with a collaborative, inclusive, and solutions-focused approach.
• Ability to work independently and as part of a team.
• Comfortable using a phone and computer for extended periods.
• Bilingual Spanish proficiency is highly desirable.
• Valid driver’s license required.

Minimum Experience

• At least two years of experience in human services, information systems, customer service, help lines, or a related field.
• Experience with data systems, taxonomy-based classification, and database management.
• Familiarity with mobile app usage, troubleshooting, or development is a plus.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and ability to quickly learn database platforms.
• Experience conducting outreach and building community relationships is preferred.
• Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.
• Ability to maintain confidentiality and demonstrate professionalism in sensitive situations.

Work Schedule, Location, and Travel Requirements

• Full-time, salaried position (40 hours/week); FLSA Exempt.
• Core hours are Monday through Friday, 8:00 a.m. – 4:30 p.m., with flexibility required for early mornings, evenings, weekends, or holidays based on organizational needs.
• Primary work location is the Anderson United Way Center; hybrid/remote work eligibility is subject to the guidelines in the Employee Handbook.
• Local travel within Dane County is required for meetings, events, and community engagements; reliable transportation is necessary.

Salary Range

$45,700-$50,700 (based on experience). Along with salary, we offer a very generous employee benefits package. This position offers the options of health, vision, dental, life and disability insurance. United Way contributes 8% of gross wages to a defined contribution plan that is fully vested after 5 years of employment. 

Deadline to Apply: Friday, July 11, 2025, by 4:00pm CST.

Please submit a resume and cover letter with your application. The submitted cover letter should be no more than 2 pages, specifically outlining your skills and duties that make you qualified for this position.

Our Values

United Way values are the beliefs and guiding principles that provide our organization with purpose and direction. They define and guide culture, shaping our organization’s identity to achieve our mission.

• Diversity, Equity & Inclusion: We provide opportunities for all people while working to change systemic and personal biases for equitable outcomes. 
• Excellence: We operate at the highest standards to achieve our mission and exceed community expectations. 
• Innovation: We create and catalyze unique approaches to address the community’s most pressing needs. 
• Teamwork: We work in collaboration and cooperation towards a shared vision of community well-being. 
• Wellness: We respect and support one another, encouraging each other to create space for self-care and to lead balanced lives. 

EEO/AAP Policy Statement

At United Way of Dane County, we not only accept difference — we celebrate, support, and thrive on it for the benefit of our employees and community. United Way of Dane County is proud to be an equal opportunity workplace and an affirmative action employer. We center community in what we do and strongly encourage ALL people to apply to join us in our work at United Way of Dane County— regardless of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, justice involvement, gender identity or expression, or any other characteristic protected by federal, state, or local laws.