Director, Community Service Response Center

Website United Way of Central Alabama

Job Summary          

Oversees accessibility and accuracy of Information & Referral (2-1-1) services statewide; ensures that UWCA attains and maintains Alliance of Information and Referral Systems (AIRS) Accreditation; develops and maintains a continuum of referral resources with documented follow-up to assess efficacy of service system in UWCA catchment area and to inform UWCA impact funding strategies.


  • Serves as liaison with State 2-1-1 Alabama Connects network
  • Serves as liaison with Crisis Center in co-located facility
  • Serves as liaison with EMA, VOAD and other agencies related to disaster planning and response
  • Serves as the 2-1-1 resource database specialist
  • Manage a 24-hour 2-1-1 response system in the UWCA catchment area, and the statewide after-hours contract in partnership with Crisis Center
  • Establish and maintain a system to follow-up with callers on referrals to assess referral responsiveness and caller satisfaction
  • Serves as liaison to Corporate Assistance clients and processes Employee Assistance Fund requests and cases
  • Serve as the Birmingham Disaster Call Center Director when the disaster call center is activated
  • Ensure and maintain compliance with UWCA’s Response Center AIRS certification standards
  • Develop and maintain an effective marketing strategy for 2-1-1
  • Represent 2-1-1 at community meetings and with community groups
  • Maintain accurate reports of program activity
  • Provides leadership for quality assurance and quality improvement.
  • Participation in Community Initiatives’ Continuous Quality Improvement Plan
  • Other duties as assigned



Knowledge & Skills

  • Certified (AIRS) Information and Referral (I&R) Specialist preferred
  • Experience in MS Office and basic data entry preferred
  • Working knowledge of community services and resources
  • Proficient in data analysis and projections
  • Proficient in program development
  • Proven networking skills
  • Excellent supervision skills
  • Budgeting skills



Master of Social Work or related degree, license preferred.

3-5 years supervisory and case management experience preferred



  • Valid Alabama driver’s license
  • Reliable transportation
  • Proof of automobile insurance commensurate with State law
  • Background checks to include but not limited to criminal record, drug screen, and TB test
  • Normal office environment with occasional travel throughout the state