Vice President 2 1 1 and Community Navigation Systems

Job Description

Job Description

By bringing people and organizations together to solve our region's most pressing issues, United Way of Greater St. Louis is making our community a better place to live, work, and thrive. It's more than a day job. It's a mission. Come work with us!The Vice President of 211 & Community Navigation Systems provides strategic leadership for the region's accessible 211 referral line and Community Information Exchange (CIE) systems, and other direct service programs, as a core component of the United Way's safety net infrastructure. This role positions 211 as the front door to health and human services, ensuring equitable access to information, resources, and coordinated care through multi-channel navigation (call, text, chat, and digital platforms) across 16 bi-state counties in Missouri and Illinois, also supporting 99 counties across Missouri. The VP leads strategy, operations, partnerships, and data innovation to strengthen 24-hour community response to basic needs, crises, and long-term stability, while leveraging 211 insights to inform policy, philanthropy, and systems change efforts across multiple local, state and national stakeholders.We offer a comprehensive benefits package including a hybrid work schedule, 12 days of vacation earned over the first 12 months of employment, sick pay, 10 company holidays, 5 1/2 flexible/personal holidays, 3 volunteer days, parental leave, health, dental, vision and life insurance the first of the month following employment, short term disability, long term disability, and a 403(b) with an organization match and 3 year vesting schedule.General Responsibilities: The Vice President of 211 & Community Navigation Systems is responsible for all consumer facing operations, programs, projects and direct service initiatives for UWGSL including but not limited to the following:Oversee 24/7 multi-channel service operation, quality assurance, and the technology/database systems, ensuring a positive user experience across adopted programs and servicesCreate policies and procedures, enhance operations, coordinate strategic planning and comprehensive reportingResponsible for maintaining accurate, up-to-date, and compliant resource databases, including adhering to Inform USA, United Way World Wide (U MO and IL 211 standardsManaging compliance to annual workplans and budget for departments and assigned programs and contractsDeveloping monetization and grant strategies for leveraging core competencies and service productsSecuring and maintaining relationships with national, regional, state and local partners, stakeholders and volunteers in support of functional and organization priorities Serve as staff liaison to the 211 Advisory CommitteeLead and manage all departmental activities to ensure:Increased access to services for residentsStrong coordination across the safety netReal-time insights into community needsImproved disaster response capabilitySustainable funding for the 211 systemKey Accountabilities: Strategic LeadershipDevelop and execute the short, intermediate and long-term strategies for the regional 211 system and the Community Information Exchange.Position 211and CIE as a critical community infrastructure asset supporting United Way's impact agenda.Integrate 211, CIE with sub-programs and regional initiatives including community investment, disaster recovery, and economic stabilization or mobility efforts.Lead innovation in navigation services and access to care.Provide accountable leadership and continuous improvement for all programs inclusive of, but not limited to, 100 Neediest Cases, Critical Medical Need Program (CMNP), community, employee and crisis hardship funds.Operations & Service DeliveryProvide strategic and proactive oversight for the daily operations of the department.Ensure high-quality service across phone, text, chat, and web platforms.Maintain compliance with Info USA (formerly AIRS - Alliance for Information and Referral System) standards and accreditation.Lead service quality, training, and customer experience initiatives.Ensure the efficacy and quality of service delivery of the Community Information Exchange (CIE) Coordination Center and it's supporting programsProvide strategic oversight for additional navigation programs assigned. Data & Community InsightsOversee collection, analysis, and reporting of 211 data.Translate community needs data into actionable insights for:policymakersnonprofit partnersfundersUnited Way leadershipLead development of dashboards and community needs reports as requested in collaboration with the UW Data and Evaluation teamPartnerships, Community Engagement & Systems CoordinationCultivate relationships with the following stakeholders and more to enhance the human services ecosystem:nonprofit agencieshealthcare systemsgovernment agenciesemergency managementphilanthropic partnersutility and housing providers and moreExpand referral networks and strengthen coordinated service delivery across the United Way safety net and beyond.Lead and support continued development of Community Information Exchange (CIE) systems.Disaster & Crisis Response ManagementServe as lead catalyst for 211 disaster and crisis response operations locally, across counties served and with state level emergency management agencies.Coordinate with emergency management and crisis response partners.Manage surge operations during emergencies.Support disaster case management navigation and long-term recovery coordinationCreate and maintain key partnerships in advance of crisis onset and ensure all systems remain tested and engaged to respond in blue skies and crisis.Funding & SustainabilityDevelop and/or assist with funding strategies for program operations and expansion.Manage government and other contracts and grants.Cultivate philanthropic investments supporting the navigation system.Team LeadershipLead and train multidisciplinary teams including:assigned supervisors and managersreferral navigation center staff (comprised of hybrid and fully-remote employees)community partnership coordinatorscoordination center staffcase work and special projectsBuild a culture of service excellence, innovation, communication and collaboration internally and externally to the United Way and to the function.Foster a culture of inclusion, broad recognition and continuous improvementKnowledge, Skills and Abilities:Exceptional leadership abilities with a vision-oriented approachStrong leadership, strategic planning, implementation and interpersonal skillsAdvanced experience (at least 12 years) in 24/7 call centers, customer service and problem solving skillsExperience (at least 7 years) in data management, analysis and quality assuranceAbility to work in a fast-paced and cyclical environmentStrong (at least 5 years) data analysis and stakeholder engagement skillsAbility to build high performing teams Strong oral and written communication skillsProven experience in strategic planning and financial management.Self-starter; demonstrated ability to work independently and within team environmentsQualificationsBachelor 's degree in public administration, nonprofit management, social work, business, or related field.Minimum of ten years in leadership roles within human services or call center management, or five years in a 211 or similar setting.We offer a comprehensive benefits package including a hybrid work schedule, 12 days of vacation earned over the first 12 months of employment, sick pay, 10 company holidays, 5 1/2 flexible/personal holidays, 3 volunteer days, parental leave, health, dental, vision and life insurance the first of the month following employment, short term disability, long term disability, and a 403(b) with an organization match and 3 year vesting schedule.United Way is an equal opportunity employer