2-1-1 Program Manager

Job Status: Full-time, Salaried, Exempt
Pay $44,000/yr

STATEMENT OF THE JOB
The 2-1-1 Information & Referral Program Manager is responsible for providing supervision and leadership to the Community Resource Advisors (CRA). They are responsible for the 2-1-1 call line service delivery, quality assurance, and development and training of staff members.
ESSENTIAL FUNCTIONS
•Contributes to Gryphon Place’s overall mission and vision, including the development of strategic goals and objectives                                                                                                                                •Serves as a liaison to other centers to coordinate resources, training, and quality improvement as needed                                                                                                                                                         •Assists in the recruitment and hiring of qualified staff                                                                                                                                                                                                                                                  •Involved in the development, coordination, and training of special services and projects within 211                                                                                                                                                                •Provides daily oversight, supervision, and coaching of CRA’s, by:                                                                                                                                                                                                                                     Setting clear expectations and performance benchmarks, including effectively addressing performance issues.                                                                                                                                            •Monitoring call lines and providing feedback to staff for quality assurance                                                                                                                                                                                                               •Creates development plans for staff and documents areas for improvement                                                                                                                                                                                                      •Completing call debriefings, documentation review, and case discussion                                                                                                                                                                                                                 •Provide trainings to staff                                                                                                                                                                                                                                                                                                            •Plan and host staff meetings                                                                                                                                                                                                                                                                                                     •Assists with 2-1-1 Reports, Follow-Up lists and Follow-Up reports and other reports as needed                                                                                                                                                                   •Maintains professional relationship with social service agencies and other organizations                                                                                                                                                                                 •Provides on call support as needed for the 24/7 Call Center                                                                                                                                                                                                                                    •Completes all other duties as assigned

QUALIFICATIONS AND EXPERIENCE
•Bachelor’s degree in human services or related field required with minimum of two years’ experience or equivalent education and years of experience
•Prior experience in managing and developing a team preferred.
• Successful completion of (within 12 months of employment) Alliance of Information & Referral Systems, Inc. certification program for Resource Specialist.

KNOWLEDGE/SKILLS/ABILITIES
•Excellent interpersonal communication skills, both verbal and written.
•Ability to maintain strict confidentiality and inspire trust.
•Superior organization skills and a strong attention to detail
• Ability to plan, manage, and deliver multiple projects; organize, prioritize, and coordinate multiple work activities and meet critical deadlines.
• Excellent computer skills and ability to learn database systems
• High level of decision-making and sound judgment
• Ability to effectively and efficiently problem solve
• Ability to complete assignments on time and stay on task with minimal direction.
• Ability to work independently and exercise good judgment.
Persons are recruited, hired, assigned, and promoted only on the basis of job-related criteria and without regard to age, color, familial status, gender, gender identification, marital status, national origin, non job-related disability, race, religion, sexual orientation, veterans’ status. EOE

 

Interested individuals should apply via email or fax a resume to:
Email: [email protected] OR Fax: (269) 381-0935