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Director NC 2-1-1 (Asheville Call Center)

United Way of Asheville and Buncombe County in Asheville, NC, USA


$51,000 to $56,000 Annually

Benefits Offered

401K, Dental, Life, Medical, Vision

Employment Type


Why Work Here?

“Join our team if you want to work with a group of highly professional and caring people who are committed to building a strong community.”

Please answer the pre-interview questions on this application and upload a single pdf that includes your cover letter and resume.


Ensure compliance with AIRS Standards for Professional Information and Referral, which includes the following areas: Service Delivery, Resource Database, Cooperative Relationships, Disaster Preparedness and Organizational Effectiveness.

Service Delivery

  • Supervise and support Call Center Manager in daily operations activities, including staffing, scheduling, training and implementing service delivery policies and procedures
  • Provide back-up phone coverage as able
  • In cooperation with and support of NC 2-1-1:
  • Assist State Director with service delivery standards and project implementation for NC 2-1-1
  • Serve on the NC 2-1-1 Leadership Team

Resource Database

  • Supervise and support Resource Manager in resource database activities, including inclusion/exclusion criteria, data elements, taxonomy classification and database maintenance
  • Supervise and support Call Center Manager in reports and measures activities, including inquirer data collection, quality assurance, data analysis and reporting
  • In cooperation with and support of NC 2-1-1:
  • Assist State Resource Manager with requests for reporting, database troubleshooting and database quality
  • Serve on the statewide data team

Cooperative Relationships

  • Coordinate with 2-1-1 after-hours partner to ensure continuous service delivery and 2-1-1 contract funding
  • Maintain written working agreements with other service providers to formalize cooperative arrangements
  • In cooperation with and support of NC 2-1-1:
  • Participate in local, regional and state committees and special initiatives in order to enhance relationships and help build integrated service delivery system and avoid duplication of effort, with special attention to NCCARE360

Disaster Preparedness

  • Oversee implementation of NC 2-1-1 – Asheville’s disaster plan, as needed
  • In cooperation with and support of NC 2-1-1:
  • Help to create and maintain a statewide disaster plan
  • Participate in disaster response on a state level and communicate about disaster response on a local or regional level
  • Contribute to community disaster planning and coordination efforts to secure 2-1-1’s role in local and regional emergency response

Organizational Effectiveness

  • Assist with developing and monitoring 2-1-1 budget
  • Supervise and support Call Center Manager in overseeing personnel administration, including job descriptions, hiring, succession planning and supervision
  • Oversee technology and equipment, and work with 2-1-1 Call Center Manager in troubleshooting technical support as needed for computer hardware/software
  • Coordinate annual surveys to measure program success
  • Integrate 2-1-1 into United Way functions, to include serving on the Leadership Team
  • In cooperation with and support of NC 2-1-1:
  • Assist with efforts to secure NC 2-1-1 revenue as needed, via statewide initiatives and grants
  • Coordinate with United Way’s Marketing and Communications Department to promote 2-1-1 over all platforms
  • Work with NC 2-1-1 Leadership Team to troubleshoot and secure technical support, as needed, for the telephone system, computer hardware/software, etc.

Ideal and Minimum Requirements

  • Bachelor’s degree in management, business, or social work or related field. Master’s degree preferred
  • Experience in nonprofit program management and supervision
  • Certification in Information & Referral service provision (CIRS) is preferred
  • General knowledge of health and human services, of Western North Carolina
  • Demonstrated ability to quickly learn new systems and skills as needed
  • Commitment to the mission and values of United Way of Asheville and Buncombe County

Technical Skills, Abilities and other Requirements

  • Sound computer skills and the ability to use and display comfort with a variety of software platforms
  • Ability to manage multiple priorities, maneuver complex work environments, engage in planning and problem-solving and execute details
  • Ability to define problems, collect data, establish fact and draw valid conclusions
  • Ability to communicate (orally and in writing) with coworkers, donors, vendors, service providers
  • and community in a clear, service-oriented and professional manner

This position requires flexibility in schedule to provide troubleshooting for technology, on-call responsibilities and disaster response when necessary.

This listing is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.

United Way of Asheville and Buncombe County

About United Way of Asheville and Buncombe County:

United Way of Asheville and Buncombe County is dedicated to working with others to build a strong, caring community where residents are educated, financially stable and healthy.

Our mission: United People. Improve Lives. Strengthen Community.

We accomplish our mission with four strategies: Community Schools, Hands On Asheville-Buncombe Volunteer Center, NC 2-1-1 Information and Referral service, and financial investments in health and human service nonprofit organizations.

If you are interested in being a part of an organization that has a strong history, but isn't afraid to question and re-think how to accomplish its goals, then you will enjoy working with us.

United Way of Asheville and Buncombe County is an equal employment opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Company website:

Company address: 50 S. French Broad Avenue, Asheville NC 28801

Posted date: 14 days ago

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