Manager, 211 Resource Helpline

FirstLink • Fargo, ND

3d

About The Position

FirstLink is seeking an experienced and compassionate leader to serve as our 211 Manager. As the statewide answer point for North Dakota's 211 Information & Referral Helpline, FirstLink helps tens of thousands of people each year navigate challenges related to housing, food insecurity, financial hardship, healthcare, transportation, and countless other community needs. As the 211 Manager, you'll lead the team responsible for making those connections possible every day. This is an opportunity to build a high-performing team within a non-profit contact center while shaping the future of community resource navigation in North Dakota. You'll coach and develop 211 Resource Specialists, monitor interactions for service quality standards, use data to improve operations, collaborate with various community partners, and ensure FirstLink continues providing accurate, compassionate, and accessible support to every help-seeker who reaches us.

Requirements

• Experience in contact center operations, human services, information and referral, community navigation, or another related role.
• Compassionate coaches who enjoy helping others grow.
• Communicate with clarity and empathy.
• Use both data and human insight to make thoughtful decisions.
• Comfortable balancing day-to-day operational responsibilities with long-term planning and continuous improvement.

Nice To Haves

• Previous supervisory experience is preferred.
• Genuine curiosity about community resources, service systems, and finding better ways to meet people's needs.

Responsibilities

• Provide leadership to a dedicated team of 211 Resource Specialists while ensuring exceptional service delivery across voice and text channels.
• Oversee hiring, coaching, scheduling, quality improvement, and performance management.
• Work closely with FirstLink's senior leadership, database, quality improvement, and staff development teams.
• Rely on operational data to identify trends, improve answering capacity, strengthen referral quality, and help shape the future of FirstLink's statewide 211 services.
• Coach a team member.
• Collaborate with community organizations to strengthen connection.
• Identify unmet needs across North Dakota.

Benefits

• 100%-paid Medical, Dental, Vision, Life Insurance, and Short-Term & Long-Term Disability for the employee.
• Generous PTO package.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed