Overall Purpose of this Role: Supervises a group of 211 Specialists and interns in a 24/7 contact center. Models excellent and efficient service to clients via contacts (calls, chats, texts and emails). Interacts effectively with people from all social-economic groups, and has a strong desire to provide assistance in a professional manner to any person in need, while showing empathy. Supports the team’s efforts to achieve a smoothly functioning team.
Key Accountabilities:
- Supervise the daily work of direct reports, provide coaching, and initiate performance improvement plans, when needed.
- Monitor incoming contacts (calls, chats, texts and emails) and 211 staff interactions for timely response, intervention, and quality service.
- Assist 211 staff with contact handling and provide immediate support when requested or when observed intervention is needed.
- Conduct interventions with contacts in imminent safety risk situations.
- Answer inbound contacts to provide information referrals, crisis de-escalation, and suicide prevention.
- Initiate debrief meetings with 211 staff following challenging contacts (suicide, homicide, child abuse, human trafficking, domestic violence, etc.) to review protocols used, provide feedback and coaching, and ensure personal self-care techniques are used as necessary.
- Ensure a private, secure and stable internet connection for yourself and direct reports.
- Perform daily follow up for all crisis and suicide contacts scheduled.
- Work closely with Directors to address performance concerns and collaborate on departmental processes to enhance 211 community outcomes.
- Conduct trainings and assist in the development of training programs for 211 staff and volunteers.
- Meet with direct reports on a regular basis to ensure effective communication, coaching, and professional development, as well as completing 90-day and annual reviews.
- Communicate with internal staff and external clients in a professional and empathetic manner.
- Review staff contacts, conduct Quality Assurance (QA) monitoring, and provide feedback on a monthly basis.
- Identify and then provide advocacy for individuals experiencing difficulties or lacking in abilities needed to make effective contacts with agencies, programs or groups.
- Document narratives and statistical records accurately on all contacts in multiple databases. Run reports across multiple systems for staff metrics and Key Performance Indicators (KPIs).
- Stay informed on broad social issues, programs, and changes in services.
- Attend staff meetings, conferences, trainings and workshops in person and virtually.
- Obtain and maintain AIRS certification once eligibility requirements are met is a requirement.
- Ability to perform remote work as needed with agency provided equipment/agency approved personal equipment.
- Scheduling flexibility in a 24/7 environment to include potentially working on-call shifts, holidays, disaster situations, evenings, and weekends.
Functional Competencies/Accountabilities:
Attributes & Behaviors:
- Mission Focused: Create real social change that leads to better lives and healthier communities.
- Relationship-Oriented: cultivate and manage relationships toward a common goal.
- Collaborator: Understand the roles and contributions of all sectors of the community and can mobilize resources through meaningful engagement.
- Results-Driven: dedicated to shared and measurable goals for the common good; creating resourcing, scaling, and leveraging strategies and innovations for broad investment and impact.
- Brand-Steward: Steward of the brand and understands the role in growing and protecting the reputation and results of the greater network.
Education & Experience:
- Two (2) years’ experience in a contact center preferred (information and referral or crisis hotline beneficial); or
- Supervisory or coaching experience preferred; or
- Work experience in the social services field preferred.
- Bachelor’s degree in Psychology, Social Work or related field preferred.
- Must be proficient using Microsoft Office products, and type 35 wpm.
- Stable work history preferred.
- Experience working in multiple databases and programs simultaneously.
- Experience showing sensitivity to issues presented by contacts and problem solve in high-stress situations.
- Good organizational skills with the ability to quickly adapt to a changing call volume while maintaining standards of high quality
- AIRS Community Resource Specialist certification preferred
- Bilingual English/Spanish preferred
PHYSICAL DEMANDS:
Physical demands include sitting for extended periods of time, possible bending and lifting approximately 25 pounds; regularly using the telephone and standard office equipment such as computers, copiers and fax machine, regularly moving between floors. Reliable transportation required. Job involves frequent and routinely intense public contact and protracted concentration.
Heart of Florida United Way offers a very extensive benefits package for full-time employees that we are very proud to share with you!
Medical Insurance (Health, Dental, Vision) – on the 1st day and HFUW pays 80% of your premium.
Company-Paid Benefits – HFUW provides all full-time employees with the opportunity to enroll in short-term & long-term disability insurance, as well as $50,000 in life insurance, all 100% paid by HFUW.
401k w/ Company Contribution – not only does your 401k start on the 1st of the month following your start date, but after 1 year of employment and 1000 hours worked, you will receive 5% contribution from HFUW, regardless of your personal contribution to your plan.
Paid Time Off – HFUW offers an extensive amount of time off so you can focus on your personal health, family priorities, and work-life balance. Full-time employees start accruing vacation time (2 weeks your 1st year), sick time (1 day/mo.), and personal time (2 days/year) off upon hire, with generous carry over and accruals.