Contact Center 211 Resource Manager

Job Description

Job Description

Contact Center 211 Resource Manager
Reports to: Chief Impact Officer
FLSA Status: Exempt, Full Time

About United Way of Greenville County

United Way of Greenville County brings together people and resources to build a stronger more equitable community where everyone has the opportunity to thrive.

Our STAR Values

• Support: Collaborate with our team and partners to advance shared goals.
• Trust: Build transparent and respectful relationships that deliver on promises.
• Act: Show up each day with purpose, innovation, and adaptability.
• Reflect: Hold ourselves accountable to the community we serve and the future we aim to shape.

Where We Serve

United Way of Greenville County serves individuals and families throughout Greenville, Greer, Mauldin, Simpsonville, Fountain Inn, and Travelers Rest, as well as surrounding communities like Berea, Judson, Gantt, Sans Souci, and Taylors.

Position Summary

NOTE while this position is not a technology or call center management role, the ideal candidate will leverage **previous information and referral management experience** to facilitate success in this position. United Way of Greenville County delivers 211 information and referral services to Greenville County residents through a contracted network operator, currently NC 211. The 211 Resource Manager owns Greenville County's 211 experience end-to-end, across every channel residents use: phone, text, and web. The 211 Resource Manager's charge is ensuring the information, content, and customer experience are accurate, consistent, and current across all channels, managing the operator relationship, safeguarding the quality of the county's resource information, and turning 211 data into community insight. This role is the local steward of a high-trust service that connects residents to housing, food, health, crisis, and other essential support.

Key Responsibilities

• Steward Greenville County's resource information. Serve as the local authority on the county's service landscape: what exists, who is eligible, and how to reach it. Coordinate verification cycles with local agencies, apply inclusion and exclusion criteria, and maintain alignment with the Inform USA/211 taxonomy so the database behind every referral is comprehensive, accurate, and current.

• Own the resident experience across every channel. Own the scripts, triage protocols, assessment logic, and resident-facing content used in phone, text, and web interactions, ensuring every resident lands on the right path (guided navigation, basic needs, self-help, crisis, etc.) and encounters consistent, accurate information no matter how they reach 211.

• Manage the contracted 211 operator relationship and performance. Serve as UWGC's primary point of contact into the network. Set service expectations, communicate local nuances, and hold the operator accountable to contracted service levels, quality, and documentation through a steady rhythm of coordination meetings, escalations, joint problem-solving, and invoice and complaint tracking.

• Turn 211 data into community intelligence. Mine contact and referral data for unmet needs, service gaps, and emerging trends, and feed that intelligence into community needs assessments and strategic planning.

• Measure and report how well residents are served. Establish and monitor cross-channel performance metrics, and translate results into insight for United Way leadership and funders.

• Represent 211 locally and beyond. Build awareness and appropriate utilization with partners, funders, coalitions, and the public, and represent UWGC in 211 conversations at the South Carolina and United Way Worldwide levels.

• Anchor 211's role in disaster response. Get local shelter, distribution, and recovery-service data into the network fast during activations, and liaise with emergency management and VOAD partners.

• Keep the program contract- and audit-ready. Support budget management and maintain clean administrative processes.

Experience & Skills

• 3+ years in Information & Referral, resource navigation, or crisis-line work required; Inform USA certification (CRS or CRS-DC) a plus. Contact center management experience is strongly preferred.

• Experience managing vendor or service-delivery performance, including familiarity with service-level metrics, quality standards, and contract accountability. Experience with omnichannel or digital service environments is a plus.

• An analytical, proactive mindset that interrogates data to surface problems, gaps, and improvement opportunities without being prompted, and translates findings into clear recommendations.

• Meticulous attention to detail and strong follow-through, with a demonstrated track record of improving vendor or team performance.

• Skilled communicator and relationship-builder able to hold a partner accountable while preserving a productive working relationship, and to represent the organization credibly with agencies, funders, and coalitions.

• Willingness to be on call during 211 disaster activations, which may fall outside standard business hours.

• Bachelor's degree in social work, human services, public administration, nonprofit management, or a related field preferred, or an equivalent combination of education and experience.

United Way of Greenville County offers competitive compensation based on prior experience and qualifications as well as comprehensive benefits in order to best support our people. Benefits we offer include health, dental, and vision insurance, and United Way of Greenville County pays generously toward the cost of these benefits for employees and their families.

United Way of Greenville County is an equal opportunity employer and values diversity. All employment is decided on the basis of qualifications, merit, and business need.