Mile High United Way is excited to announce an opening for an Supervisor 2-1-1. We believe in keeping equity at the heart of our work. That starts from within, including intentional application of diversity, equity and inclusion practices that guide how we operate and work within the communities we serve. Ideal candidates have a personal commitment and connection with our mission, vision, and values as seen in our Annual Reports.

Position Title: Supervisor, 2-1-1
Status: Full-time, exempt
Salary: $55,000.14 annually
Benefits: Our benefits package includes 100% employer-paid premiums on employee only health, dental, and vision plans; 3-6% employer contributions to 401(k); FSAs, employer-paid life/AD&D/LTD insurance; generous PTO, EIB, and holiday benefits; paid parental leave; paid sabbatical leave; EAP; tuition reimbursement program; professional and growth and development opportunities; discounted pet insurance; inclusive bereavement leave; free underground parking; and free electric vehicle charging station.
Location: Primarily based out of our Denver office at 711 Park Ave W, Denver, CO 80205. 3 days/week in office, 2 days/week remote
COVID-19 Vaccination: Providing your COVID vaccination card is optional.

In accordance with the Colorado Equal Pay for Equal Work Act, the expected salary for this position is $55,000 annually. In an effort to increase equity and to avoid unfair bias historically associated with salary negotiations, we do not participate in salary negotiations outside of this stated starting salary range.

How You'll Help

Supervisor, 2-1-1 assists Mile High United Way's 2-1-1 Program in providing the most accessible and highest quality of comprehensive resource and referral information and supports to our local community through prioritizing 211's values, initiatives, partnerships, and alignment with AIRS standards. Responsible for direct supervision of 2-1-1 staff including Community Resource Navigators, Specialists, Team Leads while ensuring our community partners, clients, and customers are supported with the highest level of care, compassion, and professionalism.

Essential Responsibilities

• Responsible for employee performance management including recruiting, orienting, training, coaching, evaluating, and monitoring individual performance objectives, growth, and contributions to meet department standards.
• Management of assigned special programs or skills (ex. day to day operational support for a specific contract or type of direct service offering) including the implementation, training, staff scheduling/coverage.
• Shares recommendations for improvements in process efficiency or standard operating procedures (SOPs) for 2-1-1's contact handling processes for assigned general and specialized teams.
• Ensures completion of reporting requirements, understands how to read specific teams reports, notices and alerts Data & Systems Analyst and 2-1-1 Director of irregularities.
• Develops, implements and maintains a highly efficient and comprehensive orientation and regular training program for staff that assures the contact center performance criteria and standards are consistently met for supervisor led specialized teams and/or skills.
• Develops, arranges, and implements staff's schedules for maximum efficient and effective coverage and serves as back up for coverage. When staffing needs are identified the information should be given to Sr. Director in a timely manner. Directly responsible for all aspects of workforce management including, but not limited to, schedule adherence, tardiness, attendance, and schedule change needs. Assesses peak work intervals and adjusts staffing supports as necessary.
• Analyzes, communicates, assesses, and quantifies departmental performance and statistics
• Monitors, records, coaches, and supports day to day quality analysis of contacts as well as other quality measurements.
• Serve as the liaison for assigned partnerships which includes implementing new initiatives, project proposals, staffing needs, preliminary schedules, and ongoing responsibilities such as reporting, weekly/monthly meetings.
• Prioritizes 211 core values through all projects, supports, and job duties. Leader of 2-1-1 focused initiatives and progress.
• Collaborates with others to accomplish common goals works with employees within and across the department to achieve shared goals; treats others with dignity and respect and maintains a friendly demeanor; values the contributions of others.

What You'll Need: Education, Experience, and Skills

• Bachelor's degree preferred, High School diploma or GED required
• Minimum of 3 years of direct relevant experience required
• Supervisory experience required
• Excellent organization skills, well-developed verbal and written communication skills, and the ability to effectively deal with complex issues
• Ability to work with a wide variety of clients experiencing a multitude of issues and diffuse difficult situations
• Maintains a high degree of professionalism and reliability within areas of responsibility by providing leadership, direction, motivation, and training
• Ability to work independently
• Active Listening and Crisis Intervention Skills
• Knowledge of the Human Services Delivery System in Metro Denver preferred
• Must be willing and able to meet AIRS certifications standards within six (6) months of becoming eligible
• Demonstrated ability to operate a computer for extended periods of time and access to personal transportation

Computer Skills: Microsoft Office applications, ability to work with a variety of databases and client management systems

Working Environment: 50% of time in typical office environment, 50% in client settings or in targeted markets

Ready to apply? If you are on Mile High United Way's website, you can apply by completing the information in the "Apply Now" box. If you're on a job board, you can apply through the job board or by visiting the Careers page of our website.

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

Mile High United Way is an Equal Opportunity/Affirmative Action Employer. As an Equal Opportunity Employer, we do not discriminate on the basis of age, race, sex, sexual orientation, gender identity, gender expression, color, religion, national origin, disability, genetic information, or any other status protected by federal, state or local law.

Mile High United Way does not charge applicants for any step in the hiring process, nor do we request any financial information until the time of hire.

We will endeavor to make reasonable accommodations for otherwise qualified applicants who have disabilities which hinder their ability to complete the application process. Please contact us at 303-433-8383 to request accommodation in the application process.

We use e-Verify to verify the identity and employment eligibility of all persons hired to work.