Manager, 211 Resource Helpline (In-Office Only!)

Job Description

Job Description

Are you passionate about strengthening communities, developing people, and improving access to essential services? FirstLink is seeking an experienced and compassionate leader to serve as our 211 Manager.As the statewide answer point for North Dakota's 211 Information & Referral Helpline, FirstLink helps tens of thousands of people each year navigate challenges related to housing, food insecurity, financial hardship, healthcare, transportation, and countless other community needs. As the 211 Manager, you'll lead the team responsible for making those connections possible every day.This is an opportunity to build a high-performing team within a non-profit contact center while shaping the future of community resource navigation in North Dakota. You'll coach and develop 211 Resource Specialists, monitor interactions for service quality standards, use data to improve operations, collaborate with various community partners, and ensure FirstLink continues providing accurate, compassionate, and accessible support to every help-seeker who reaches us.We offer competitive pay, starting at $25/hour, along with an excellent benefits package which includes 100%-paid Medical, Dental, Vision, Life Insurance, and Short-Term & Long-Term Disability for the employee. We also offer a generous PTO package! What You'll Do:As the 211 Manager, you'll provide leadership to a dedicated team of 211 Resource Specialists while ensuring exceptional service delivery across voice and text channels. You will oversee hiring, coaching, scheduling, quality improvement, and performance management while working closely with FirstLink's senior leadership, database, quality improvement, and staff development teams.You will rely on operational data to identify trends, improve answering capacity, strengthen referral quality, and help shape the future of FirstLink's statewide 211 services. Whether you're coaching a team member, collaborating with community organizations to strengthen connection, or identifying unmet needs across North Dakota, your work will have a direct impact on people seeking help every day.Who We're Looking For:We're looking for a leader who believes that great service begins with great people!Successful candidates are compassionate coaches who enjoy helping other grow, communicate with clarity and empathy, and use both data and human insight to make thoughtful decisions. They are comfortable balancing day-to-day operational responsibilities with long-term planning and continuous improvement.Ideal candidates will have experience in contact center operations, human services, information and referral, community navigation, or another related role. Previous supervisory experience is preferred, along with a genuine curiosity about community resources, service systems, and finding better ways to meet people's needs.Join FirstLink!Every interaction has the potential to change someone's day, or even their life. If you're ready to lead a team dedicated to connecting people with help, hope, and support, apply today for a chance to shape the future of FirstLink's 211 Information & Referral Helpline!