Director, 211

United Way of the Bluegrass (UWBG) works to create the opportunity for all members of our community to have a better life. We focus on the building blocks of a good life — a quality education, financial stability for individuals and families, and good health. The work of UWBG focuses on strategic initiatives, public education, advocacy, outcomes and evaluation, development and strengthening of partnerships/collaborations, convening, resource mobilization and investment as well as backbone and engagement strategies and activities. We bring together the voices, the expertise, and the resources to define, articulate and implement a common agenda for change for our region. That is what it means to "Live United" in Central Kentucky.

POSITION

The Director of 211 will ensure the operational excellence of the 211 social services helpline and its related services. This role involves supervising the resource database team and overseeing the 211-call center and KYNECT teams. Additionally, the Director will lead all relevant 211 programming, including staff coordination, service delivery, data collection, program evaluation, fund development, and grant compliance. Working closely with UWBG leadership team members, they will shape the strategic direction for the service and seek new opportunities to expand the mission and revenue. The Director will ensure effective communication and collaboration with key stakeholders, including valued funders, state 211 provider networks, non-profit partners, and emergency response agencies. 

As a subject-matter expert with a keen understanding of the industry and regulatory requirements around the information and referral sector of human services, the Director will oversee all additional components of the daily operation of 211.

The 211 program is a free and confidential information and referral service available 24/7 online and over the phone. It connects individuals to a wide range of health and human services resources. Common requests received by 211 specialists include assistance with housing and utility bills. However, the program also handles referrals for various other issues, including financial needs, health resources, support for older Americans and people with disabilities, employment services, children and youth services, and mental health and suicide prevention resources.

ESSENTIAL FUNCTIONS

Strategy

• Develops relationships with key stakeholders to advance the mission and revenue development of 211.
• Leads the creation and implementation of the 211 strategic vision in coordination with the Vice President, Community Impact (VPCI).
• Allocates appropriate UWBG resources effectively, particularly regarding service integration and 211.
• Drives the integration of 211 into all CI programming, initiatives, and partnerships.
• Provides thought leadership on all Community Impact department initiatives as a social-services subject matter expert.
• Oversees negotiations and agreements of program-related service contracts.
• Acts as the point of contact for all program vendors.

Compliance

• Evaluates performance periodically and presents reports to various stakeholders on relevant metrics.
• Ensures compliance standards and reporting are met for grants, contracts, sponsorships, etc., which fund the program's complete operations.
• Oversees all necessary accreditation of programs.
• Oversees the development of, and compliance of professional training, including those for staff and partners.

Development

• Commits to making development a top priority to sustain and grow the 211 program.
• Transforms the 211 program into a profitable internal program offered by UWBG through partnerships and marketing and sales skills.
• Identifies and cultivates partnerships and relationships with potential funders and fee-for-service partners as part of the strategic fundraising plan.
• Develops and executes a comprehensive strategic fundraising plan that may include contracts, grants, and/or other contributions.

Supervision

• Leads strategic efforts related to all 211 work, guiding program implementation, expansion, and maintenance with a sound strategic vision.
• Manage team performance by setting expectations and performance standards through 1v1’s and performance reviews.
• Serves as a senior CI department leader with a comprehensive vision for the department’s strategy, role, performance, and objectives.
• Supervises staff.
• Manages hiring and staffing for the entire 211 program

Operations

• Manage 211 operations by implementing policies and procedures that ensure delivery of high-quality information and referral services to all callers.
• Assumes complete oversight authority for the daily operation of the 211 program.
• Continually improves operational efficiency of service integration initiatives, revising policies, procedures, systems, etc., to create additional efficiencies.
• Oversees maintenance of existing database systems with a constant eye toward potential improvements.
• Ensures that 211 staffing levels are sufficient to handle anticipated call volumes.
• Directs monitoring and evaluation efforts for all service integration functions, including 211, and responds to requests for information from executive staff.
• Oversees implementation of 211 related activities in other departmental and organizational function areas.
• Leads branding and marketing efforts related to 211.
• Represents 211 and/or UWBG’s CI Department at meetings, events, presentations, and other such activities as requested or required.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

Yes

CORE UNITED WAY COMPETENCIES

MISSION-FOCUSED - A top priority is to create real social change that leads to better lives and healthier communities. This competency drives performance and professional motivation.

RELATIONSHIP ORIENTED - Understands that people come before process and is astute in cultivating and managing relationships toward a common goal.

COLLABORATOR - Understands the roles and contributions of all sectors of the community and can mobilize resources (financial and human) through meaningful engagement.

RESULTS-DRIVEN - Dedicated to shared and measurable goals for the common good, creating, resourcing, scaling, and leveraging strategies and innovations for broad investment and impact.

BRAND STEWARD - A steward of the brand and understands his/her role in growing and protecting the reputation and results of the greater network.

COMMUNITY IMPACT COMPETENCIES

• Drive for Stakeholder Success
• Effective Communication
• Adaptability and Change Management
• Cross-Functional Capability and Collaboration

QUALIFICATIONS:

• Bachelor’s Degree, or experience equivalent required.
• Three years of contract compliance management experience is required.
• Three years of management/supervisory experience required.
• Supervision of remote workers preferred.
• Reliable transportation to travel across the region is necessary.
• Proven track record of working with multiple agencies or entities to accomplish mutual objectives.
• Knowledge of regional social service challenges and agencies is a plus.
• Experience managing a call center team is a plus.

DESIRED SKILLS AND COMPETENCIES

• 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

REQUIRED LICENSE/REGISTRATION/CERTIFICATIONS

• Valid Kentucky Driver’s license required and a reliable means of personal transportation
• Within 15 months of hire, earn and maintain InformUSA Community Resource Specialist (CRS) and Community Resource Specialist - Database Curator (CRS - DC) Certifications.

WORK ENVIRONMENT

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, etc. This position will be primarily based out of the central UWBG office, hybrid work is possible with Manager approval.

EXPECTED WORK HOURS

Monday through Friday, 8:30AM-5:00PM. Must be willing to work a non-standard work schedule, including nights, weekends, and other unusual hours.

PHYSICAL REQUIREMENTS

The employee must regularly communicate clearly, in oral and written formats, with others in person, over the phone, and via other devices. The employee must be able to transcribe, read extensively, prepare, and analyze data and figures, and operate a computer and other standard office machinery. The employee must be able to lift, carry, push, and/or pull objects weighing up to 25 lbs.

PRE-EMPLOYMENT SCREENING REQUIREMENTS

Any candidate offered a position may be required to pass pre-employment screenings as mandated by UWBG. These screenings may include a national background check, and Motor Vehicle Record (MVR) review.