211 Resource and Data Manager
Job Details
Pittsburgh - Pittsburgh, PA
Full Time

The 211 Resource and Data Manager oversees the development, implementation, and improvement of all aspects of resources and data in all regions served by PA 211 Southwest. The individual will manage a team of Database Specialists to ensure that the database is properly updated and maintained while adhering to HIPAA compliance, the Alliance of Information and Referral Systems (AIRS) and PA 211 standards. The individual will be one of the key leaders of the PA 211 Southwest team to collaborate and act as a liaison with local government, non-profits, educational institutions, and partners to maximize and share data to achieve common community goals.

Essential Functions

  • Maximize the use of data to lead PA 211 Southwest locally and nationally while continuing to improve service delivery, and reporting capabilities

    • Design and maintain PA 211 Southwest data governance policies to align with AIRS and PA 211 standards, industry best practices, and organizational priorities

    • Serve on PA 211 Southwest and AIRS committees relevant to resources and data standards

  • Lead the PA 211 Southwest team and partners in the use of resources and data to their full capacity.

    • Act as liaison with PA 211 on matters regarding database management, updates and issues

    • Advocate for statewide data standards and work with PA 211 Southwest partners to develop shared data management practices

    • Collaborate with local government, non-profits, and educational institutions to share data and identify opportunities for PA 211 Southwest to contribute to collaborative and open data initiatives

    • Oversee Monthly, Annual and on demand reporting of 211 data, ensuring that information is accurate and understandable to community partners and public.

    • Present data and reports to internal and external entities to ensure understanding of the information so it can be utilized as a strategic asset in the community.

  • Lead and project manage the development, implementation and improvement of the website and mobile products (i.e., a PA 211 Southwest app, website, social media, etc.) to ensure these resources are effective, efficient, and user friendly.

    • Ensure the findability, usability, and quality of information on all public-facing surfaces featuring PA 211 Southwest data

  • Manage a team of Database Specialists to ensure that the database is current and properly maintained to maintain AIRS accreditation

    • Supervise the Database Specialists in their support of Resource Navigators and other community users with training, information updates, and technical assistance to ensure quality of service and successful inter-agency collaboration

    • Ensure that Resource Navigators have the best possible information to serve our customers and are able to search, understand and utilize information quickly and accurately

  • Work closely with community partners to maximize data and system use and to achieve common goals and manage technical aspects to facilitate the use of PA 211 Southwest data by partners and third parties. Participate in rotating evening/weekend/holiday on-call responsibilities with Contact Center Management Staff

Additional Functions

  • Develop and support individual team members to meet organizational objectives and empower the team to analyze data and create reports on PA 211 Southwest contacts and community resources

  • Manage AIRS Accreditation within the PA 211 Southwest system, including direct responsibility for maintaining accreditation

  • Additional projects or duties as assigned

People Management Responsibilities

  • Direct supervision of Database Specialists

  • Secondary supervisory role to Resource Navigators during on-call duties

Financial/Budgetary Responsibilities

  • N/A


Education and Experience

  • Required:

    • Bachelors degree in a Human Services or a Technology/Database related field

    • Expert in analyzing and reporting of data.

    • Experience in troubleshooting and providing instruction in the use of software and/or database

  • Preferred:

    • Knowledge of human services and social service delivery system in Pennsylvania

Annual Salary

  • Pay Grade 107

  • Salary Range - $54,000 - $63,600

Knowledge, Skills, and Abilities

  • Required:

    • Tech savvy and strongly motivated to learn and incorporate new technologies to innovate data analysis and reporting capabilities

    • Excellent communication, organizational, and time management skills

    • A team player capable and willing to support all aspects and jobs required for successful implementation of the service

    • Advanced mastery of database systems

    • Experience with creating visually appealing reports from complex data

  • Preferred:

    • Social media and website expertise

    • Demonstrated project management

    • Power BI or data analysis program experience

    • Advanced understanding of AIRS standards


  • Required:

    • Completion of AIRS Certification upon becoming eligible

  • Preferred:

    • AIRS Certification at the time of hire

Physical Demands

  • Sedentary: Exerting up to 10 lbs. of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. Involves sitting most of the time but may involve walking or standing for brief periods of time.

Travel Requirements

  • Potential travel outside the region via air transportation

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change; new ones may be assigned at any time with or without notice.