Senior Director, PA 211 Southwest

The Senior Director, PA 211 Southwest, leads United Way of Southwestern PA’s 211 cross-functional team in the delivery of information and referral services to the community.  211 is a nationally recognized, easy to remember phone number that quickly and effectively connects people in need with resources, similar to 911 for emergencies. In the case of 211, the connections are to human services and community resources tailored to meet caller needs, and are also accessible via text, chat and online. The 211 service is widely available across the country and statewide in Pennsylvania.  UWSWPA’s  211 has evolved into one of the leading 211s nationally and is accredited by Inform USA (formerly AIRS).   

The Senior Director of PA 211 Southwest is a thoughtful, innovative individual who ensures that 211 provides a positive experience for the public, 211 staff, non-profit agencies and other customers via multiple mediums. The Senior Director is a leader in the community who will advocate for funding and other opportunities for 211 from multiple platforms and at the national level. This position reports to the Chief Program and Policy Officer.  

Essential Job Functions

• Responsible for an annual budget of $3M with more than 50 employees and contractors.   

• Develops and implements overall strategies, policies, plans, programs and tactics for all 211s under management: currently PA 211 Southwest, PA 211 Northwest, and 211 SEPA, supported through fee-for-service agreements.   

• Works to create new funding streams via partnerships/contracts, such as emergency response, social determinates of health, housing programs and rental assistance programs.    

• Drives 211 awareness and funding at a national level through direct engagement with the 211 National Steering Committee and United Way Worldwide.  

• Leverages technology to drive contact center efficiency.   

• Develops and maintains key regional relationships across the state, including leading the regional advisory committees within each region; working with other 211 center leaders across the country; and identifying regional partners to facilitate the management and growth of 211.  

• Develops and maintains annual Key Performance Indicators for 211, both internal and contract related.  

• Provides direction for the implementation of processes and procedures leading to consistent quality delivery of service.  

• Creates and maintains key relationships for advancing 211, including 311, 911, 988 and emergency management.   

• Works closely with other staff on the Community Impact team to further integrate 211 into the UWSWPA’s investment framework and overall strategies.  

• Ensures contact center maintains accreditation standards through Inform USA (formerly AIRS).

• Publicly represents 211 to corporate, nonprofit, public sector partners and the news media.

Additional Functions

• Management and professional development of 211 staff.  

• Other job duties as assigned. 

People Management Responsibilities

• Responsible for six direct reports and approximately 50 total employees, including full-time, part-time, and temporary workers.

Financial/Budgetary Responsibilities 

• Overall budget management of more than $3,000,000 annually across multiple regions. 

Education and Experience

• Required
  • Bachelor’s Degree with related experience or equivalent.
  • At least 5 years of experience directing or managing a contact center in a rapidly changing environment.
  • Demonstrated project management experience.
• Preferred
  • Master’s Degree
  • Knowledge of human services and social service delivery system in Pennsylvania.

Annual Salary

• Pay Grade 111
• Salary Range $83,018 - $97,644

Knowledge, Skills, and Abilities

• Required
  • Excellent communication skills: able to communicate effectively with diverse groups and individuals, both orally and through written material.
  • Ability to manage priorities and meet deadlines in a fast-paced environment.
  • Ability to establish effective working relationships with staff, vendors and volunteers. A team player capable and willing to support all aspects and jobs required for successful implementation of the service.
  • Ability to lead cross-functional teams.
  • Strong organizational skills.
  • Ability and willingness to travel regionally and within Pennsylvania.

Certifications/Licenses

• Required
  • Certified Contact Center Manager or Director (or willing to complete within 1 year of hire).

Physical Demands

• SedentaryExerting 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. The position involves sitting most of the time, but may involve walking or standing for brief periods of time.

Travel Requirements

• Frequent travel within the region via ground transportation.
• Potential travel outside the region via ground transportation.
• 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.