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 P r esident 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 services
• Create policies and procedures, enhance operations, coordinate strategic planning and comprehensive reporting
• Responsible for maintaining accurate, up-to-date, and compliant resource databases, including adhering to Inform USA, United Way World Wide (U MO and IL 211 standards
• Managing compliance to annual workplans and budget for departments and assigned programs and contracts
• Developing monetization and grant strategies for leveraging core competencies and service products
• Securing 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 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 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 Delivery

• Provide 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 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 as requested in collaboration with the UW Data and Evaluation team

Partnerships, Community Engagement & Systems Coordination

• Cultivate relationships with the following stakeholders and more to enhance the human services ecosystem:
• nonprofit agencies
• healthcare systems
• government agencies
• emergency management
• philanthropic partners
• utility and housing providers and more
• 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 blue skies and crisis.

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 (comprised of hybrid and 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 the United Way and to 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 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