Vice President 2 1 1 and Community Navigation Systems

About the role

The Vice President of 211 & Community Navigation Systems provides strategic leadership for the region's accessible 211 referral line and Community Information Exchange (CIE) systems, and other direct service programs, as a core component of the United Way's safety net infrastructure.

Responsibilities

• Oversee 24/7 multi-channel service operation, quality assurance, and the technology/database systems, ensuring a positive user experience across adopted programs and services
• Create policies and procedures, enhance operations, coordinate strategic planning and comprehensive reporting
• Maintain accurate, up-to-date, and compliant resource databases, including adhering to Inform USA, United Way World Wide (UWWW), MO and IL 211 standards
• Manage compliance to annual workplans and budget for departments and assigned programs and contracts
• Develop monetization and grant strategies for leveraging core competencies and service products
• Secure and maintain relationships with national, regional, state and local partners, stakeholders and volunteers in support of functional and organization priorities
• Serve as staff liaison to the 211 Advisory Committee
• Lead and manage all departmental activities to ensure:
• Increased access to services for residents
• Strong coordination across the safety net
• Real-time insights into community needs
• Improved disaster response capability
• Sustainable funding for the 211 system

Key Accountabilities

• Strategic Leadership
• Operations & Service Delivery
• Data & Community Insights
• Partnerships, Community Engagement & Systems Coordination
• Disaster & Crisis Response Management
• Funding & Sustainability
• Team Leadership

Qualifications

• Bachelor's degree in public administration, nonprofit management, social work, business, or related field
• Minimum of ten years in leadership roles within human services or call center management, or five years in a 211 or similar setting

Benefits

We offer a comprehensive benefits package including a hybrid work schedule, 12 days of vacation earned over the first 12 months of employment, sick pay, 10 company holidays, 5 1/2 flexible/personal holidays, 3 volunteer days, parental leave, health, dental, vision and life insurance the first of the month following employment, short term disability, long term disability, and a 403(b) with an organization match and 3 year vesting schedule.