Director, Navigation Center, 2-1-1

POSITION : Director, Navigation Center, 2-1-1

REPORTS TO : Executive Director, 2-1-1

LOCATION: Chicago, IL

GRADE: 8

FLSA: Full-Time, Exempt

POSITION OVERVIEW

2-1-1 is a nationally recognized, easy to remember phone number. It provides an efficient connection between people seeking assistance with available local health and human service resources.

The Director, Navigation Center will be responsible for the 24/7 quality experience of 2-1-1 including calls, texts, and chats and will be responsible for the client interaction, referrals provided, and follow up process. He/she/they will be responsible for contacts 24x7x365 for more than 95% of all contacts for City of Chicago and Cook County. He/she/they will be responsible for the daily supervision of the resource navigators at the contact center. The Director will maintain strong professional relationships with health and human service agencies and proactively advocate for clients with critical needs. The Director will participate in attaining and maintaining accreditation from the Alliance of Information and Referral Systems (AIRS).

CORE RESPONSIBILITIES

• Perform all supervisory duties for the contact center including full-time and temporary staff.
• Create and maintain contact center schedules utilizing workforce management software based on the needs/demands of the center.
• Collaborate with QA Team to incorporate necessary call handling adjustments with Resource Navigators, reinforcing Quality Assurance/Improvement efforts.
• Collaborate with Database Team to incorporate necessary feedback and maintain necessary updates.
• Be the day-to-day contact for Operation Providers within the 211 Contact Center (CRM, Telephony, etc.) to assure ongoing operation of the system with limited disruption.
• Manage on-site office operational issues with necessary 211/United Way Partners.
• Complete Monthly, Quarterly, and Annual Reporting with attention to accuracy and detail.
• Maintain updated call and staffing reports to provide real-time updates as necessary.
• Resolve staff contact questions and respond to contact escalations.
• Proactively advocate for clients with critical needs to provide timely aide via his/her relationships.
• Master software, such as Internal CRM system, Text/Chat platforms, appointment scheduling program, Work Force Management system, and external databases utilized for contractual work.

ADDITIONAL RESPONSIBILITIES :

• Support the system with research, information updates, and technical assistance to ensure quality of service to callers and engage in creative problem solving to address complex cases.
• Participate in afterhours (evenings/weekends/holidays) on-call rotation to ensure there is a manager available for contact center issue escalations.
• Professionally represent 2-1-1 at local events to ensure 2-1-1 continues to be a respected and trusted service in the community.
• Work collaboratively with the 2-1-1 Management team to ensure efficient overall operations.
• Complete other projects as assigned.

SKILLS

• Excellent communication skills.
• Tech savvy and strongly motivated to learn and incorporate new technologies.
• A team player capable of supporting all aspects and jobs required for successful implementation of the service.
• Strong passion for improving access to information.
• Ability to manage priorities and meet deadlines in a fast-paced environment.
• Strong organizational skills.
• AIRS Certified or willing to complete when eligible.
• Attention to accuracy and detail.
• Ability to Problem Solve.
• Ability to Escalate Issues Appropriately.
• Certified Call Center Manager or willing to complete certification within 1-2 years of employment.

REQUIRED QUALIFICATIONS

• Bachelor’s degree in Human Services or related field.
• 5 years or more of direct Human Services experience.
• Strong case management or information and referral experience in the human services field.
• Strong affinity for and practical experience in providing information via technology and social media.
• Intermediate to Expert Experience with Excel, as well as Power BI (Preferred).
• 3 years or more of related Contact Center Management Experience (Preferred).

PERSONAL ATTRIBUTES

• Guided by a clear set of Core Values and Behaviors - Humble, Hungry, Mission Driven and People Smart.
• Accepts guidance and responds well to feedback.
• Displays maturity, good judgment, enthusiasm, and personal motivation.
• Strong interpersonal skills including the ability to anticipate workload and effectively cultivate relationships with colleagues.
• Collaborative entrepreneurial spirit, ability to multi-task and prioritize concurrent projects in a high production and fast-paced environment.

BENEFITS OFFERED

• Medical, Dental and Vision.
• Life and AD&D Insurance.
• Disability Leave.
• Paid Parental Leave.
• Paid Family Leave.
• Employee Assistance Program.
• 401k Plan.
• Paid Time Off including Personal Time, Sick Time & Paid Holidays.

TO APPLY:

Diverse candidates are encouraged to apply. Candidates must officially apply through our website with a cover letter and resume along with two writing samples that best demonstrate their recent work.

The responsibilities listed above are intended to describe the general nature and scope of work required in the role. The above is not intended to be an exhaustive list of all responsibilities and duties required. The incumbent may be asked to perform other duties as assigned.

We believe the term “diversity” incorporates all the characteristics that make us both alike and unique: our backgrounds, cultures, nationalities, lifestyles, identities, gender, points of view, approaches to solving problems, ways of working, and views of personal and career success.

It is the intent of United Way to follow both the letter and the spirit of local, state and federal laws governing Equal Opportunity Employment as those laws exist today and as they may change in the future.