Manager, Information and Referral (Texas/United Way 2-1-1 HELPLINE)

The Manager supervises a team of Information and Referral Specialists who assist help seekers through the 211 Texas/United Way HELPLINE. This role provides oversight and support for an assigned key focus area, including offering guidance and technical assistance, approving timesheets, supporting recruitment efforts, developing and submitting required reports, and representing 211 on internal and external collaborative teams.
Working closely with the Director of Service Delivery, the Manager coordinates helpline staffing based on call volume demands and maintains accurate staff schedules within the scheduling system. The Manager performs a minimum of five (5) hours of call taking per week, with additional hours as needed during peak periods. The role monitors calls for quality assurance purposes in accordance with Inform USA service delivery standards, provides monthly performance feedback, and conducts performance appraisals for Information and Referral Specialists. The Manager also serves as an on-call supervisor during evenings and weekends on a rotating basis with other Managers and Directors.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

- Supervises Team Leads and Call Specialists, providing monthly call monitoring, on-going feedback, and evaluations of their work. Coaches staff on how to answer calls or respond to other channels (email, text, or chat) according to professional standards and protocols. Assists with production and implementation of general training for current and incoming call center staff. Ensures that qualified staff are prepared to pass the Inform USA certification examination, and that new staff certify as soon as eligible.

- Actively coordinates 211 Texas/United Way HELPLINE activities and services in key focus areas, providing training in area of expertise and serving as United Way representative to key internal and external committees/collaborative groups. Oversees staff scheduling to ensure proper coverage at all times. Assumes on-call supervisory coverage after hours and weekends and troubleshooting call center issues on an alternating basis with Managers and Directors.

- Answers 211 calls (minimum of five hours weekly) to maintain familiarity with current caller issues and concerns; assists I&R Specialists with difficult calls; responds to special campaign information and referral requests.

- Assists with other duties and special projects as assigned. Must perform external speaking engagements, lead tours and participate in local outreach events, and participate in regional and national information and referral professional organizations. Other duties include disaster response. As an essential employee, may be required to work extended hours and/or times other than usual.

Qualifications

EDUCATION:
Bachelor's degree in sociology, psychology, or a related field from an accredited university and 5 years experience in a social service or similar role is required.

SKILLS AND EXPERIENCE:

- Five (5) or more years of experience in social services or information and referral call center environments.

- Three (3) or more years of management/supervisory or team lead experience with demonstrated ability to lead, train, and develop teams.

- Certification for I&R Specialist or Resource Specialist through Inform USA when eligible.

- Demonstrated knowledge of community resources.

- Familiarity with telephony systems, call center technology, and vocabulary.

- Excellent written and verbal communication skills.

- Extensive understanding of workforce planning and scheduling concepts.

- Effective listening skills; ability to analyze and problem-solve with co-workers and clients.

- Demonstrated ability to organize and prioritize workloads and to meet deadlines.

- Strong orientation to detail, excellent organizational and documentation skills.

- Advanced Excel, data manipulation, and transformation skills.

- Knowledge of Power BI or other data visualization tools.

- Ability to manage confidential information.

- Fosters a workable, effective, and productive relationship with other staff, administration, agency, and community personnel and volunteers.

CERTIFICATION/LICENSES: Certified CRS or CRS-D required.