211 - Manager Navigation Services

United Way of Greater Cleveland is a “Flexible First” organization. “Flexible First” means that we embrace a hybrid model that allows employees to work both remotely and at our existing office. Employees will regularly work at our existing office for approximately 10 to 80 percent of their time each month based on business/operational needs, and the rest of the time they may work from a remote physical location of their choice within a reasonable commuting distance from the office which must be identified to the organization in advance. Human Resources and Hiring Manager will set expectations on the employee’s preferred time in office with consideration to business/operational needs. UWGC has not defined a reasonable distance, and expects employees will use judgment in determining this for themselves and understand the implications re: time commitment and cost of daily commute.

**Proof of COVID-19 vaccination will be required for employment. Accommodations for medical and religious purposes under Federal Law will be considered.

Purpose of Position:

The Manager of 2-1-1 Navigation Services manages a team of Community Resource Navigation Specialists who provide assistance to people seeking help with health and human services. Develops and implements internal procedures used by staff for using the resource database and providing navigation services. Responsible for managing the workflow and monitoring performance and productivity ensuring staff is professional and delivers outstanding customer service and accuracy of information.

Duties and Responsibilities:

Essential Job Functions/Key Accountabilities:

Leadership and Team Management

• Supervise and lead the community resource navigation specialists team to ensure smooth operations.
• Recruit, onboard, and train community Resource navigation specialists.
• Conduct regular performance evaluations and provide coaching to improve team productivity.
• Motivate and inspire staff to meet performance goals and deliver excellent information and referral service.

Operational Management

• Develop and implement center policies, procedures, and best practices.
• Monitor daily operations to ensure efficiency and adherence to service-level agreements (SLAs).
• Work with the workforce manager to ensure sufficient staffing levels.
• Analyze call metrics (e.g., average handle time, call refusals) and implement strategies for improvement.
• Ensure high levels of client satisfaction by monitoring quality assurance and addressing escalated issues.
• Oversee the resolution of client complaints and implement measures to prevent recurring issues.
• Gather customer feedback and analyze trends to enhance service delivery.

Data and Reporting

• Track and analyze key performance indicators (KPIs) to assess team performance and operational effectiveness.
• Generate regular reports for directors, highlighting achievements and areas for improvement.
• Utilize data insights to make informed decisions and improve overall center operations.

Technology and Tools

• Oversee the use of center software and tools, ensuring they are effectively utilized.
• Recommend and implement technology upgrades or tools to improve productivity and the client experience.

Compliance and Standards

• Ensure compliance with UWGC and departmental policies, industry regulations, and legal standards.
• Maintain confidentiality and data security in line with applicable laws and guidelines.

Continuous Improvement

• Stay updated on industry trends and best practices in call center management.
• Drive initiatives for process improvements and innovation to enhance team and client experiences.

Other Duties:

• Collaborate with other departments to align center operations with overall company goals.
• Other responsibilities as assigned.

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Outreach and Public Speaking Responsibilities

• Represent the organization at community events, fairs, workshops, and meetings to promote programs and services.
• Build and maintain relationships with community organizations, stakeholders, and key partners.
• Identify opportunities for collaboration with other agencies or organizations to expand the reach and impact of services.
• Serve as a spokesperson for the organization, delivering presentations, speeches, and workshops to various audiences.

Monday - Friday 8:30am - 5:00pm Hybrid (evenings and weekend as needed)

Salary Range $45,851.33 - $68,776.99

Qualifications:

• Required Education and Experience:
• Minimum Bachelor’s degree or equivalent combination of education and experience in a related field
• 3 years of programs/project administration or other relevant experience

Specialized Knowledge, Skills & Abilities (KSA)

• Leadership skills
  • Relationship-building skills
• Excellent analytical thinking skills
  • Creative thinker
  • Research and problem-solving ability
• Excellent oral and written communication skills
  • Script and training development skills
  • Presentation skills
• Proactive, flexible, and team player
• Attention to detail and accuracy
• Project management
  • Project management skills
  • Call center project administration
  • Health and human services

Work Environment/Physical Demands (if any):

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential job functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

• Working conditions are normal for an office environment which includes but not limited to the following:
• Some local travel/occasional overnight travel
• Ability and means to travel on a flexible schedule as needed, proof of liability and property damage insurance on vehicle used is required
• Occasionally required to stand’ walk; sit; use hands to fingers; hand or feel objects; tools or controls; reach with hands and arms; talk and hear
• Employees may need to occasionally lift up to 25 lbs
• The noise level in the work environment is usually minimal

UWGC is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, creed, disability, veteran status, advanced education, marital status, age, sex (including pregnancy), sexual orientation, gender identity, gender expression, national origin or ancestry, genetic information, and other legally protected characteristics, in accordance with applicable laws. The EEO is the Law poster is available here.