Vice President 2 1 1 and Community Navigation Systems

Vice President of 211 & Community Navigation Systems 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! United Way of Greater St. Louis employs a strategic approach to its safety‑net infrastructure. The Vice President of 211 & Community Navigation Systems leads regional 211 referral line strategy, operations, partnerships, and data innovation, ensuring equitable access to information, resources and coordinated care through multi‑channel navigation across 16 bi‑state counties in Missouri and Illinois, while supporting additional counties in Missouri. General Responsibilities Oversee 24/7 multi‑channel service operation, quality assurance, and technology/database systems, ensuring a positive user experience across adopted programs and services Create policies and procedures, enhance operations, coordinate strategic planning and comprehensive reporting Maintain accurate, up‑to‑date and compliant resource databases, including adherence to Inform USA, United Way World Wide (U MO and IL 211 standards Manage compliance to annual work‑plans and budget for departments and assigned programs and contracts Develop monetization and grant strategies for leveraging core competencies and service products Secure and maintain relationships with national, regional, state and local partners, stakeholders and volunteers to support functional and organizational priorities Serve as staff liaison to the 211 Advisory Committee Lead and manage all departmental activities to ensure: Increased access to services for residents Strong coordination across the safety‑net Real‑time insights into community needs Improved disaster response capability Sustainable funding for the 211 system Key Accountabilities Strategic Leadership Develop and execute short‑, intermediate‑ and long‑term strategies for the regional 211 system and the Community Information Exchange Position 211 and 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 100 Neediest Cases, Critical Medical Need Program (CMNP), community, employee and crisis hardship funds Operations & Service Delivery Provide strategic and proactive oversight for daily operations of the department Ensure high‑quality service across phone, text, chat, and web platforms Maintain compliance with Inform USA (formerly AIRS) standards and accreditation Lead service quality, training, and customer experience initiatives Ensure efficacy and quality of service delivery of the Community Information Exchange (CIE) Coordination Center and its supporting programs Provide strategic oversight for additional navigation programs assigned Data & Community Insights Oversee collection, analysis, and reporting of 211 data Translate community needs data into actionable insights for: Policymakers Nonprofit partners Funders United Way leadership Lead development of dashboards and community needs reports in collaboration with the UW Data and Evaluation team Partnerships, Community Engagement & Systems Coordination Cultivate relationships with nonprofit agencies, healthcare systems, government agencies, emergency management, philanthropic partners, utility and housing providers, and more to enhance the human services ecosystem Expand 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 Management Serve 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 coordination Create and maintain key partnerships in advance of crisis onset and ensure all systems remain tested and engaged to respond in both normal and crisis conditions Funding & Sustainability Develop 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 Leadership Lead and train multidisciplinary teams, including assigned supervisors and managers Referral navigation center staff (hybrid or fully‑remote employees) Community partnership coordinators Coordination center staff Case work and special projects Build a culture of service excellence, innovation, communication and collaboration internally and externally to United Way and the function Foster a culture of inclusion, broad recognition and continuous improvement Knowledge, Skills and Abilities Exceptional leadership abilities with a vision‑oriented approach Strong leadership, strategic planning, implementation and interpersonal skills Advanced experience (at least 12 years) in 24/7 call centers, customer service and problem solving skills Experience (at least 7 years) in data management, analysis and quality assurance Ability to work in a fast‑paced and cyclical environment Strong (at least 5 years) data analysis and stakeholder engagement skills Ability to build high‑performing teams Strong oral and written communication skills Proven experience in strategic planning and financial management Self‑starter; demonstrated ability to work independently and within team environments Qualifications Bachelor’s degree in public administration, nonprofit management, social work, business, or related field Minimum of 10 years in leadership roles within human services or call center management, or 5 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, 5½ flexible/personal holidays, 3 volunteer days, parental leave, health, dental, vision and life insurance (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. #J-18808-Ljbffr St. Louis Arc