Assistant Manager (211)

Who we are:

United Way for Greater Austin brings our community together to break economic barriers and build opportunity for all.

We break the cycle of economic inequality - striving to create a vibrant, thriving community. Recognizing the urgency of addressing economic disparity, we focus on increasing the availability of high-quality early care and education and access to pivotal resources to dismantle economic barriers in Central Texas. Our united front includes dedicated donors, volunteers, corporate and civic partners, staff, and an engaged community. Together, we leverage data, coalitions, services, and advocacy to transform Central Texas, responding to urgent needs with lasting, impactful solutions.

Who we want:

The Assistant Manager is responsible for supervising and supporting a team of Navigation Specialists who provide information and referral services and benefits assistance to individuals through the 2-1-1 service. The Assistant Manager ensures the team delivers high-quality, efficient, and accurate responses while adhering to organizational and program standards. This role involves coaching, training, and ensuring performance standards are met, as well as managing workflows in a high-volume, fast-paced environment. Working closely with the 2-1-1 Services Director, the Assistant Manager contributes to the continuous improvement of program outcomes by identifying opportunities for process enhancements, ensuring adherence to Inform USA standards, and collaborating on strategies to connect clients to essential community resources, benefit enrollment, and social services. This position requires a strong focus on quality assurance, staff engagement and development, and collaboration to achieve key program objectives.

Who you are:

• Collaborates: You work cooperatively with all departments across the organization to achieve shared objectives and represent their interests while being fair to others and their area. You partner with others to get work done and credit others for their contributions and accomplishments — you garner the trust and support of others.
• Cultivates innovation: You come with helpful new, better, or unique ideas and encourage diverse thinking to promote and nurture innovation. You introduce new ways of looking at problems and implementing creative solutions.
• Build effective teams: You form teams with an appropriate and diverse mix of styles, perspectives, and experience and foster open dialogue and collaboration. You establish common objectives and a shared mindset. You create a feeling of belonging and strong team morale, share wins, and reward team efforts.
• Drives vision and purpose: You positively discuss future possibilities and create organization-wide energy and optimism for the future. You create milestones and symbols to rally support behind the vision and show your commitment to the vision while articulating the vision in a way everyone can relate to.
• Strategic mindset: You anticipate future trends and implications accurately and readily pose future scenarios. You articulate credible pictures and visions of possibilities to create sustainable value and develop competitive and breakthrough strategies that clearly connect vision and action.
• Plans and aligns: You set objectives to align with broader organizational goals and break objectives down into appropriate initiatives and actions. You stage activities with relevant milestones and schedules and anticipate and adjust effective contingency plans.

What you’ll do:

• Provide direct benefits enrollment, application assistance and follow-ups to clients.
• Supervise daily activities of the 2-1-1 Navigation Specialists, ensuring they provide accurate information, referrals and assessments.
• Serve as a primary resource for Navigation Specialists by offering coaching, support on complex calls, and guidance with benefit enrollment processes.
• Manages staff relations, including performance management, staff satisfaction, and conflict management.
• Conduct regular quality assurance reviews and contribute to the development and implementation of strategies for continuous improvement in service standards and processes.
• Collaborate with the 2-1-1 Services Director to improve department quality and customer service by evaluating call center performance metrics and monthly, quarterly and yearly program data to ensure efficiency and effectiveness.
• Assist with incoming calls and enrollment on a monthly basis during scheduled shifts and as needed to meet program demands.
• Ability to work independently, as well as, to foster a positive, collaborative team culture by encouraging open communication, teamwork, and mutual support among staff.
• Support staff education and development by leading new hire onboarding and ongoing refresher training.
• Take on additional responsibilities during Disaster Ramp Up scenarios, including adjustments to the regular work schedule to ensure adequate staffing, volunteer support, and program coverage.
• Perform other responsibilities as assigned by management to support program goals and team operations.

What you’ll bring:

• Minimum three years of Supervisory experience of 5 staff in a customer service, contact center, social services or benefit enrollment environment
• Bachelor’s degree in social work, psychology, business administration, or a related field is highly preferred or relevant work experience
• Working knowledge of community-based resources including health and social services, eligibility criteria, and how to access them
• Strong written and spoken communication skills
• A collaborative and flexible style with a strong service mentality
• In-depth understanding of the non-profit sector
• An ability to work in a cross-functional, fast-paced work environment
• Successful completion of Inform USA – CRS Certification (within 12 months of hire)

What you’ll receive:

• Dynamic and rewarding work environment
• Competitive Compensation
• Hybrid Work Option
• Employer 403(b) Matching
• Employer-Sponsored Health Insurance (for employees)
• Dental Insurance
• Vision Insurance
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Generous Paid Time Off (PTO)
• Paid Parental Leave
• FMLA
• Employee Assistance Program (EAP)

Notice: The job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Management has the right to assign or reassign duties and responsibilities at any time. United Way for Greater Austin is an “at-will” employer.