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211 is an easy-to-remember number that connects people directly to resources and information. Whether a person is seeking essential services or looking for volunteer activities in his or her community, 211 is there 24 hours a day, seven days per week to help. United Way of Southwestern Pennsylvania provides critical information and referral services via phone, text, chat and web for 30 counties within Southwestern, Southeastern and Northwestern Pennsylvania and 10 counties within Southern Kentucky for afterhours.
This position reports to the Senior Director of 211. Under the direction of the Senior Director of 211, the 211 Operations Manager manages the day-to-day activities necessary to operate all aspects of PA 211 Southwest, Southeast and Northwest. This is a hybrid remote & in-office position.
A high school diploma or GED equivalent is required with five or more years of non-profit and/or social services or human services operations experience is required. A bachelor’s degree in social services, technology or related field is preferred. An equivalent combination of experience and education may be considered in lieu of education.
Annual Salary
Pay Grade 107
Salary Range – $55,620 – $60,000
211 is an easy-to-remember number that connects people directly to human services resources and information. Whether a person is seeking essential services or looking for volunteer activities in his or her community, 211 is there 24 hours a day, seven days per week to help. United Way of Southwestern Pennsylvania provides critical information and referral services via phone, text, chat and web for 30 counties within Southwestern, Southeastern and Northwestern Pennsylvania and 10 counties within Southern Kentucky for afterhours.
The 211 Training Manager is responsible for the Contact Center Staff Training Program, which encompasses the overall training experience of all call center employees. This includes onboarding and orientation training for all new Resource Navigators and ongoing training and coaching for existing staff members.
An Associates degree in education or human resources field and three (3) or more years of contact center experience and/or training background is required. A Bachelor’s degree in education, human resources or related field is preferred. An equivalent combination of experience and education may be considered in lieu of education.
Annual Salary Pay Grade 106 Salary Range – $50,573 – $55,000
The Media Relations and Storytelling Associate is responsible for writing compelling content and generating media coverage of United Way’s work in our community. You will do this by writing about our donors, corporate partners, partner agencies, staff and the people we serve. You will pitch stories and coverage to media and repurpose materials for our website and for distribution through our social media and newsletter channels. You will write with clarity, compassion and care about United Way’s mission, investment priority areas, and our donors, partner agencies and human services. As an outstanding writer, your love of storytelling and commitment to equity and asset-framing will result in narratives that advance our work by treating the people and agencies we serve and partner with dignity and respect.
A bachelor’s degree in journalism, professional writing, communications or related field and one (1) to three (3) years of writing and media relations experience. One (1) to three (3) years communications experience in a nonprofit setting is preferred. An equivalent combination of experience and education may be considered in lieu of education. In your cover letter, please provide links to three writing samples.
Annual Salary
Pay Grade 104
Salary Range – $41,818 – $45,000
211 is an easy-to-remember number that helps people assess their needs and link them directly to resources and information that could change their circumstances for the better. Whether a person is seeking essential services or looking for volunteer activities in his or her community, 211 is there 24 hours a day, seven days per week to help. United Way of Southwestern Pennsylvania provides critical information and referral services via multiple mediums including phone, text, chat and web for 30 counties within Southwestern, Southeastern and Northwestern Pennsylvania and 10 counties within Southern Kentucky for afterhours.
The 211 Violence Prevention Lead Resource Navigator is the first point of contact for the Violence Prevention Navigators and assists the 211 Contact Center Manager with additional duties as assigned. This individual is responsible for mentor and supervisory duties related to the Violence Prevention Hotline in the absence of Contact Center Management. The Violence Prevention Lead Resource Navigator is expected to perform all Resource Navigator functions. The position is remote and must reside in Philadelphia County.
This position is grant funded. Employment is contingent upon the availability of funding.
Similar to the 911 service, 211 is a nationally recognized, easy-to-remember phone number that quickly and effectively connects people in need with resources. In the case of 211, the connections are to human services and community resources tailored to meet caller needs. The 211 service is widely available across the country. 211 assists in supporting many community projects including receiving calls for the newly created Philadelphia Anti-Gun Violence Hotline via a dedicated phone number. The Philadelphia Anti-Gun Violence Hotline will be serviced by 211 staff who are specially trained to assist callers with connecting to appropriate resources in the community.
This is not your ordinary customer service job! We hire dedicated, talented people with big hearts. The 211 Resource Navigator handles inquiries by phone, text, chat, email or other media from individuals seeking assistance with human services information or resources. The individual ensures that responses to inquiries are completed according to established service and quality standards.
This position focuses on showing empathy, patience, and professionalism while referring callers to the appropriate human service agencies that have the necessary resources to assist them. The ideal candidate will effectively and compassionately maintain the confidentiality of all caller information.
Special consideration given to applicants who are bi-lingual.
