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Job Description
2-1-1 Program Coordinator
Job Title: 2-1-1 Program Coordinator
Reports To: United Way President
Supervises: 2-1-1 Program Personnel & Volunteers
Summary
The 211 Program Coordinator is the manager of 211 related services for United Way of Greater Duluth, and as such, oversees all 211 program policies and procedures, including: dissemination of resource data from the Information and Referral (I&R) Center; maintenance of I&R databases, maintenance and reporting of data on clients and referring agencies; development and coordination of I&R training for human service providers and local businesses; and establishing and maintaining community relationships.
Essential Duties and Responsibilities
Essential duties and responsibilities include the following. Other duties may be assigned.
- Information and Referral
- Assist clients (online and via telephone) with general information and referral.
- Disseminate information by telephone service, walk-in service, Internet and mail.
- Conduct and/or supervise follow-up calls on referral clients.
- Supervise all volunteers and staff involved with dissemination of information.
- Provide I&R awareness training to local public and private human service agencies.
- Educate community businesses on I&R services.
- Promote I&R across the region through local activities.
- Represent I&R at appropriate groups, including, but not limited to the Minnesota Coordinator’s Council and the Wisconsin 2-1-1 Network.
- Prepare and submit a written monthly report on personnel, outreach, and services provided (including required outcome indicators) for the Board of Directors, administration and agency managers.
- Maintain the 211 training manual.
- Maintain the 211 policy and procedure manuals.
- Supervise data entry for the I&R database.
- Provide performance reviews, call monitoring observation and evaluation, and develop individual performance plans for all staff and volunteers of 2-1-1.
- Supervise and promote staff and volunteer training and certification opportunities.
- Generate and distribute monthly, quarterly, and yearly call statistic reports and provide these reports to the president and other appropriate staff and funding organizations.
- Oversee the agreements and publication of community resource directories and directory sales and distribution.
- Develop and maintain monthly staff schedule ensuring coverage for the call center and outreach activities.
- Assist in fund development for United Way 2-1-1 including budgeting, monitoring funding timelines, and preparation and presentation of funding proposals, when appropriate.
- Conduct quarterly and monthly meetings of the 2-1-1/True North Advisory Group and work groups.
- Participate in state and local disaster planning, training and assistance and receive INS certification for disaster preparedness.
- Supervise local participation in 2-1-1 programs including Give Kids a Smile, Tax Assistance, and Holiday Programs.
- Produce and disseminate the quarterly 2-1-1 Connections Newsletter.
- Other duties at the discretion of the President and as time permits
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Minimum 3-years I&R or call center experience and Bachelors Degree in human service related field required. Must complete AIRS (Alliance of Information & Referral Services) certification within three years of employment.
Language Skills
Excellent oral and written communication skills, including excellent active listening skills.
Computer Skills
Must possess basic computer skills, including word processing (Microsoft Word), databases (Microsoft Excel or Access) and Internet communications.
Benefits
Health insurance, vacation and holiday benefits
Other
Empathy for people who are often in difficult circumstances.
Excellent problem solving skills and mature judgment.
Highly organized and capable of managing several tasks at one time.
Confident public speaker.
An understanding of the significance of confidentiality and agreement to maintain this policy in all areas of agency work.
Successful completion of a State of Minnesota Department of Justice Criminal Background Check.
Status
This position is an exempt full time professional position.
Agency
United Way of Greater Duluth
424 West Superior Street, Suite 402
Duluth MN 55802
www.unitedwayduluth.org
Contact Person
.
United Way of Greater Duluth. is an Equal Employment Opportunity/Affirmative Action Employer which affords employment opportunity to all applicants without regard to race, sex, sexual orientation, age, marital status, color, religion, national origin, handicap, disability or status as Vietnam-era or special disabled veterans; and is in accordance with applicable Federal laws and in compliance with the Americans with Disabilities Act.
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