211 Helpline, Manager

United Way of the Midlands•Omaha, NE

1d•Onsite

About The Position

Since 1923, United Way of the Midlands (UWM) has served the Omaha-Council Bluffs metro by bringing together the business, government, and not-for-profit sectors and raising money to support our community’s most impactful health and human service programs. UWM’s funded programs and direct services – including JAG Nebraska, 211, and the Weatherization Assistance Program – focus on four key areas to improve health and well-being for all, build financial stability and strength, help young people realize their full potential, and address urgent needs today to advance a better tomorrow. At United Way, we are committed to fostering integrity, inclusion, and responsibility across our work where all employees feel valued, respected, and empowered to bring their unique perspectives and experiences to the table. UWM’s Mission: United Way of the Midlands UNITES our community’s CARING SPIRIT to build a STRONGER tomorrow. Guiding Principles: At United Way of the Midlands, we… Build TRUST in everything we do. Extend GRACE by thinking beyond ourselves. Show GRIT by bringing it everyday. Be OPEN to embracing others’ differences. Actively ENGAGE by listening and sharing. Live CURIOUSLY to learn constantly.

Requirements

Proficiency in Microsoft Office Suite, including PowerPoint, Excel, and Word.
Ability to work alternative schedules and demonstrate flexibility in times of disaster.
Strong commitment to the mission of United Way and the 211 network.
Identify key challenges, inefficiencies, and opportunities within datasets to drive process improvements and business solutions.
Ability to communicate effectively within own department as well as with other departments within the organization and externally in the community.
Ability to relate effectively to a wide range of people from all economic, race, age, ethnic, religions, social groups, etc.
Ability to adapt to changing situations while maintaining a high standard of quality and professionalism.
Attention to detail and proofreading skills.
Other duties as assigned.
Associate’s degree is required.
Minimum of two years of relevant experience is required.
Supervisory experience of one to two years required.
Completes the Inform USA Community Resource Specialist certification exam within six months of eligibility to ensure adherence to industry standards and quality service delivery.

Nice To Haves

A bachelor’s degree is preferred.

Responsibilities

Hires, trains, and prepares Community Resource Specialists to understand and comply with all call center objectives, performance standards, and policies.
Conducts performance reviews, rewards top performers, addresses issues, and resolves employee complaints to maintain a positive work environment.
Monitors and evaluates Community Resource Specialists' performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
Analyzes call center metrics by pulling data and reports, recognizes trends, and creates action plans accordingly.
Answers Community Resource Specialist’s questions regarding best practices or difficult calls.
Identifies operational issues and suggests possible improvements.
Mentors Community Resource Specialists to build a positive culture and environment.
Fosters a positive working environment, focusing on teamwork.
Efficiently and appropriately delegates tasks.
Follows up with staff to ensure all work, projects, tasks, etc. are completed in an acceptable and timely manner.
Creates and updates 211 team schedules.
Attends agency meetings to ascertain new or changing events or programs in the community and networks with others.
Assists in administering and implementing various community programs.
Maintains regular communication with the Director, 211, Database Manager, and Training Manager.
Stays informed and up-to-date on Community Resource Specialist standards and industry knowledge.
Builds, leads, and mentors a team of Community Resource Specialists.
Interviews, hires, and trains staff in the department.
Oversees the daily workflow of the department.
Completes performance evaluations for Community Resource Specialists according to United Way of the Midlands policy.