211 NH Director

Director, 211

211 · Manchester, New Hampshire

Granite United Way (GUW) promotes equity, creates opportunity, and improves lives. We strengthen families and communities by taking on systematic challenges and increasing access to basic needs. One way GUW connects the community with support is through 211NH, an accessible 24/7 helpline providing information and referral (I&R) services. 211NH offers individuals an effective means of navigating the complex health and human service delivery system to find resources such as access to food, housing, government assistance, recovery services, legal assistance, and other supports.

Granite United Way is seeking a collaborative consensus-builder and visionary who can focus on organizational assets and the value of 211NH and other GUW resource navigation services to align, expand, and improve our services. The ideal candidate is an experienced human services program manager with strong project management and data reporting/interpreting skills who can identify opportunities for growth and has the resourcefulness to implement strategic changes. To serve as the external face of 211NH, the candidate will become an expert in the services offered, contract requirements, call data, and the technical logistics that support the program. A team player with coaching/mentoring mindset with a dedication to quality strongly preferred.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Pursue, form, and maintain excellent relationships with external partners such as businesses, nonprofit organizations, public officials and agencies, funders, and others to strengthen and advance GUW/211’s position, connection, and service to the community
• Oversee and manage 211NH programs, reports, and budgets
• Analyze and share 211NH program and call center data to inform strategies to improve service delivery and social impact
• Provide outreach and serve as lead representative to the public, communities, and various external stakeholders, such as state and other partner agencies
• Review infrastructure and recommend and implement changes (i.e., improvement of the 211NH website)
• Monitor 211NH call volume for quality assurance, customer satisfaction, and resource scheduling with Assistant Director
• Stay abreast of trends and opportunities and make recommendations about how to address community needs, either directly or working with partnerships
• Assess GUW Resource Navigation functions across programs and develop process to improve collaboration and communication
• Collaborate with GUW staff on marketing and resource development initiatives, including the development of narrative descriptions, budgets, funding requests, and presentations
• Willingness to become a trained Information & Referral Specialist and answer calls when volume/staffing require
• Ensure that 211NH is available 24/7 and serve as point of contact with vendors to restore access quickly if needed; during outage, communicate with stakeholders with updates as needed

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

• Bachelor’s degree with a minimum 3 years’ experience in leadership role at a nonprofit or state agency
• Supervisory experience
• Demonstrated experience in a fast-paced environment, with the ability to manage and adjust priorities on a regular basis
• Proven project management and organizational skills
• Ability to set and manage multiple priorities simultaneously
• Excellent communication and relationship building skills required: including listening, written and oral communication skills, facilitation, and presentation
• Commitment to excellence and the mission of Granite United Way
• Ability to represent GUW at social, civic and business events, some of which may be outside of general business hours
• Experience with program planning and budgeting
• Other duties as assigned

 ENVIRONMENT:

The venue of this position is a general office environment that is clean, well-lighted, and environmentally comfortable, free of fumes or airborne particles, and only minimally exposes employees to office solvents limited to those relative to copier equipment.

This position requires:

1. Minimal requirement to reach at or above shoulder level; occasional reaching below shoulder level required
2. Hand manipulation - equipment and controls, frequent; grasping and handling, occasional

1. Ability to travel throughout the territory required
2. Ability to work a flexible schedule, which may include night and weekends
3. Ability to tolerate prolonged sitting and/or standing and to lift up to approximately 25 pounds to waist high level whenever necessary.
4. Mobility includes regular sitting, some standing and walking.

211 NH operates from 8am-7pm weekdays and contracts with a third party for off-hour coverage.