Program Director, Community Service Response Center/211

Job Summary

• Oversees accessibility and accuracy of Information & Referral (2-1-1) services statewide.
• Ensures UWCA attains and maintains Inform USA Accreditation.
• Develops and maintains a continuum of referral resources with follow-up to assess service efficacy.
• Informs UWCA impact funding strategies.

Responsibilities

• Manage a 2-1-1 response system in the UWCA catchment area.
• Serve as a liaison with EMA, VOAD, and other agencies related to disaster planning and response.
• Establish and maintain a system to follow up with callers on referrals to assess responsiveness and satisfaction.
• Act as a liaison to Corporate Assistance clients.
• Conduct calls with clients and community members to provide resources and case management services as needed.
• Serve as the Birmingham Disaster Call Center Director when activated.
• Ensure compliance with UWCA’s Response Center Inform USA certification standards and reaccreditation process.
• Provide training and supervision to CSRC staff, ensuring compliance with Inform USA standards and grant requirements.
• Develop and maintain an effective marketing strategy for 2-1-1.
• Represent 2-1-1 at community meetings and with community groups.
• Provide leadership for quality assurance and quality improvement.
• Participate in the Community Initiatives’ Continuous Quality Improvement Plan.
• Maintain monthly and annual compliance and deliverables with all grants and projects related to 2-1-1 services.
• Perform other duties as assigned.

Qualifications

Knowledge & Skills

• Inform USA Community Resource Specialist certification 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.

Education/Experience

• Master of Social Work or related degree (license preferred).
• 5 years of supervisory and case management experience.
• Experience managing grants preferred.

Requirements

• 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 afterhours/weekend work and some travel required.
• Must meet and maintain eligibility requirements to be insured by UWCA’s insurance.